Description
Service Quality Manager - Financial Services - IT - Governance - Edinburgh - 6 months
Profile
A fantastic opportunity in Edinburgh has arisen for a Service Quality/Engagement Manager to work within a Tier 1 Retail Bank. This exciting opportunity is open to an individual that is looking for a long term/permanent opportunity working on various challenging projects.
The role;
The successful candidate will joining a team involved in service improvement functions within the Infrastructure division of the bank. Currently the role is occupied by a technical head but the bank wish to bring someone in to take over these duties and add the benefit of specific knowledge and experience to the lean process/service improvement. The candidate will be managing a mailbox of regular requests and allocate these to the appropriate teams. There will be approximately 40 new engagements per month with a lead time of 4-6 weeks to assign technicians. The role will involve look at ways in which the services can be improved - knowledge of Lean/Six Sigma and general service improvements would be highly beneficial. Knowledge of risks and reporting on this would be essential in the role. Workflow, SharePoint or file transfer would also be nice to have. An IT background would be essential. Financial Services experience would be a bonus but not essential.
Responsibilities
Take control of the RFQ process with a view to overhaul our project engagement gateway process. The service we give our customers can always be improved and we are looking at ways to do so.
Police artefacts that are produced as part of the process/deliverables, again looking to streamline. Specifically looking at governance and ways in which this can be improved on an individual basis.
Potentially take control of the risk management for the team as custodian of the risks. This needs to have more of a business/customer lense and while there is technical content, 80% is process and documenting in business terms.
Look for other opportunities for shift left from the technical resources.
If you match these requirements, please apply in the normal way. Elevate will send you an email, please open, click and action that email and your application will be visible to the hiring organisation directly.