Service Centre Manager - ttconnect

Key and Critical Responsibilities

<div><b>Service Centre Management</b></div><ul><li>Manages and takes ownership of formulating and then implementing plans for the effective day-to-day functioning of all assigned Service Centres (SCs). This involves the following: </li><li>Developing and assigning work schedules;</li><li>Achieving approved service objectives </li><li>Reviewing and monitoring work and ensuring quality assurance within the SCs' operations;</li><li>Problem-solving and managing operational issues, including effective staff rostering within all SCs as assigned or as required;</li><li>Appraising Client Service Specialists (CSSs) performance and providing coaching and mentoring as required;</li><li>Providing guidance and support in operational items pertinent to assigned SCs;</li><li>Initiating disciplinary action (when and if necessary, in consultation with the Head ttconnect and Head, Human Resources); </li><li>Managing leave within assigned Service Centres; </li><li>Identifying and recommending training.</li></ul><ul><li>Translates the ttconnect service model into clear operating procedures, customer-service standards, escalation protocols, reporting requirements and supervisory expectations.  </li><li>Assists with the development, review, and refinement of business and operational documents that support the identification, assessment, approval, and introduction of new services and the continuous improvement of services delivered through ttconnect.</li><li>Ensures the maintenance/upkeep of the office space, fixtures, furnishings and equipment by engaging with relevant personnel. (iGovTTs Units, Landlords, Equipment Maintenance Suppliers, etc.).</li><li>Maintains proper filing of SCs information, ensuring that all security, assurance and Internal IT-approved processes are adhered to;  </li><li>Manages assigned inventory effectively, initiates the procurement of needed resources, and liaises with the Procurement Unit to ensure inventory levels are maintained at the Economic Order Quantity. </li><li>Participates in the drafting of policies, processes and procedures for the effective functioning of ttconnect Service Centre(s) and other channels as seen as applicable by the Head, ttconnect.</li><li>Develops and submits periodic status reports outlining significant achievements/ problems and proposes recommendations to mitigate risks. These reports must cover the operational issues and challenges encountered from within the assigned SCs.  </li><li>Provides timely and accurate daily, weekly and monthly reports as scheduled. </li></ul><div><br></div><div><b>Staff Supervision;</b></div><ul><li>Provides orientation and on-the-job training to new and existing staff in the best practices of customer service delivery. </li><li>Provides guidance, direction, and leadership to assigned CSSs to achieve set Unit KPIs, SLAs for all participating Ministries, Divisions and Agencies and internal Organisational Level Agreements (OLAs). </li><li>Provides guidance /advice to Client Service Specialists as required to ensure consistent delivery of quality output.</li><li>Addresses work behaviour and ethics which are out of sync with iGovTT-approved behavioural competencies as outlined in the performance management instrument. </li><li>Conducts Service Centre staff meetings.</li></ul><div><br></div><div><b>Business Development; </b></div><ul><li>Provides the necessary support to the Head, ttconnect, towards the acquisition of new services. This support will include: </li><li>Monitors client trends and makes recommendations on service improvements and new additions to the suite of services.</li><li>Develops profiles on the identified services for potential acquisition, i.e., which Ministry, agency, current process; how is value co-created with this service and/or MDA.  </li><li>Helps to develop draft Memorandum of Understanding (MOU) and Service Level Agreements (SLA) for the newly identified services.</li></ul><ul><li>Collaborates with the iGovTTs Business Development Unit to engage external stakeholders to maintain and create long-term business opportunities. Stakeholders include Ministries, Government Agencies and State Entities. </li><li>Ensures vendor relationship management is conducted professionally and effectively. </li><li>Processes executive requests for information and/or services and provides direct assistance, as required.</li></ul><div><br></div><div><b>Service Quality;</b></div><ul><li>Ensures all service interactions within assigned Service Centres/Express Unit and other assigned ttconnect channels function in compliance with the approved policy, standard operating procedures, and deliver services according to MOUs and SLAs with client organisations, e.g., Ministries, Divisions and Agencies and ensures that actions achieve continuous improvement and the co-creation of value for all stakeholders. </li><li>Recommends service enhancement strategies to the Channel Specialists where applicable.</li><li>Monitors and evaluates operational effectiveness and client service practices at assigned ttconnect SCs to ensure consistent quality outcomes.</li><li>Implements and monitors customer-service quality standards as applicable, undertakes SC observations, reviews complaints and incidents, and implements corrective or improvement actions.</li><li>Ensures service quality assurance methodologies are utilised within the daily SCs operations. </li><li>Processes client requests for information and/ or services and provides direct assistance, as required. </li><li>Achievement of agreed customer-service, quality and process-compliance standards.</li><li>Effective management and timely resolution of complaints, incidents and stakeholder escalations.</li><li>Strong stakeholder relationships and timely resolution of cross-agency operational issues.</li><li>Demonstrable service improvements based on operational evidence and frontline feedback.</li><li>Conducts follow-up enquiries and ensures the provision of timely feedback to clients.</li><li>Works with Head, ttconnect, to resolve problems, facilitate solutions and enhance client service delivery</li><li>Performs other related duties that may be required to ensure the effective operationalisation of the ttconnect Unit.</li></ul><div><b><br></b></div>