Service Centre Team Lead

SICPA is an international company with its world headquarters in Prilly/Lausanne, and a global presence over 5 continents. As global leader in security inks for banknotes, Tax Stamps, as well as secured identification, traceability and authentication solutions, value documents and brand name goods, SICPA has developed a strong international position as creator of innovative security solutions. We provide a challenging environment and ongoing professional development for all our employees.

To strengthen our local Malawi team, SICPA Malawi Limited is seeking a highly motived individual to join its team in the following position:

SERVICE CENTRE TEAM LEAD (Blantyre)

Job Purpose:

Leading and managing the Service Centre, including the Support Line and Support Email, for the installed solution in order to ensure its efficient and effective support for the operation of the system. Oversee and manage the adoption of Service Management process. Supporting customer service performance reporting to the Customer, local management and Central support functions.

The Service Centre Team Leader will be responsible for:

Service Centre, Support Line & Support Email

Dimension of collaboration: Customer, producers and local entity teams.

• Management of the Service Centre, including the central Support Line (used by Customer, producers, and local entity users) and support email account, to ensure that all inquiries and requests are quickly answered and promptly resolved / fulfilled
• Serve as a single first point of contact for the customer and system users for solution service and support, including participation / contribution to Customer meetings (related to Customer support and service).
• Coordination with the local Field Service & Support and local IT Support teams to ensure that all corrective maintenance activities (reported as incidents in Incident Management) are fulfilled in a timely and efficient manner
• Ensure that SLAs (with the Customer) and OLA (with other SICPA internal parties who provide support service to local entity) are met and that issues are escalated appropriately and resolved in a timely manner.

Service Management

Dimension of collaboration: Customer, producers, local entity teams, global & central support teams

• Implement, oversee and ensure the adoption, adherence and compliance to SICPA defined Service Management processes (e.g. Incident Management, Problem Management, Change Management, Solution Monitoring, etc.), SOPs (Standard procedures) and related tools (e.g. ServiceNow) by various local teams (e.g. Field Service & Support team, IT Support team, Quality team, etc.) who uses these services.
• Management of work on incidents, problems and change requests, including planning and coordination with the customer, country stakeholders (who request the changes), the local Field Service & Support and local IT Support teams and global/central support teams (who provide support for advanced L2 and L3 support).
• The work to be coordinated includes corrective actions (in response to incidents), investigative work (in response to problems) and deployment coordination (in response to change). It also includes requirements clarification, prioritisation, key deliverable reviews and acceptance testing.
• Collaborate functionally with global/central support teams in areas of improvement related to Service Management processes, SOPs and improvement to usage of tools and training of personnel. This may be carried as improvement projects/initiatives or global Service Management collaboration events (e.g. knowledge or experience sharing sessions).

Training

• Organise and coordinate solution-related trainings for the customer and taxpayer system users
• Organise and coordinate Service Management related trainings (e.g. Incident management, Problem management, Problem solving, HPQC testing & validation, Change Management, Solution Monitoring, ServiceNow, etc.) for the local team (e.g. local Field Service & support team, local IT support). The training may be delivered locally (i.e. train the trainer) or it may be delivered by global/central teams.

Team Leadership & Management

• Manage the Service Centre team human resources, including recruiting, new staff assimilation & training, objective setting, performance reviews, employee development & training planning, and workload / assignment management.
• Conduct Personnel Development Interviews (PDIs) with team members at least semi-annually, to set objectives, review results, provide feedback, and plan for staff development
• Schedule team members’ workload to fully cover weekly & monthly service needs and to fully allocate all resources.
• Assign special tasks, projects, and initiatives to team members to fully utilize any downtime that they may have.
• Review and approve key deliverables that are generated by team members.
• Manage team member absences and ensure that vacation balances are planned to be fully used and that their timing does not obstruct business activities
• Develop and maintain a positive, cooperative, and productive working relationship between the Service Centre team, the local Field Service & Support and IT Support teams, and other internal and external teams.

Reporting

• Act as the coordinator for the local team in any Customer support related meetings (e.g. weekly/bi-weekly Support meeting with Central Support)
• Escalate on any urgent or critical issues to OCS manager and global/central support teams.
• Prepare necessary reports on Customer Service performance, which are used to support regular (e.g. monthly or quarterly) local management Customer Service Performance review and also used for regular Customer meeting (e.g. review SLA performance, support issues). These meeting will be scheduled by OCS manager or local management.
• Support data collection requested by Central teams for various reporting functions (e.g. Operational Performance KPI, Service Management “Servicing Reporting”, etc.).
• Regularly (e.g. Quarterly) collect data and prepare compliance report on Service Management practices (e.g. process adherence, capabilities) of the local team and identify the gaps and root causes. Improvement actions will be identified to follow up on improving the gaps.

General / Other Activities

• Ensure that all SICPA policies, including those concerning Health, Safety and Environmental protection, are respected, and implement or propose improvements in such practices.
• Contribute to the development and maintenance of policies, processes and procedures, including those for operations, maintenance, and support
• Management of special tasks, projects or initiatives to improve quality, efficiency, or cost effectiveness of the solution or the local entity team, as agreed with the General Manager

Educational Qualifications, Essential Knowledge, and Experience:

• College degree in business or entrepreneurial or technical training in a relevant field, or equivalent combination of training, and/or experience.
• Minimum 3 years’ experience leading a service centre / technical helpdesk team
• Strong coordination skills (e.g. experience in project coordination will be valuable)
• Sound understanding (at least concept) of IT systems and solution
• Technically conversant (i.e. able to understand technical concepts, terminologies)
• Language skills: Fluent in English and local language
• Strong communication skills (able to influence peers and leverage support from management)
• Strong troubleshooting skills and demonstrated abilities to diagnose and analyse software issues
• Experience managing 1st level support activities (Service Center, Support Line, etc.)
• Experienced with quality and performance monitoring processes
• Experience leading teams / people
• Experience with Microsoft Office tools (Excel, Word, PowerPoint, Visio)

Personal qualities required, abilities:

• Strong analytical skills; very organized in thought and methodology.
• Excellent oral and writing communication skills
• Excellent interpersonal skills and good influencing skills
• Good political finesse in facing very demanding customers. Diplomatic when necessary.
• Team oriented
• Ability to work under pressure and meet deadlines
• Demonstrated ownership of responsibilities
• Customer oriented attitude
• Focus on quality and results
• Self-motivation

Suitable candidates are required to send their Applications together with their updated resume to recruitmentmw@sicpa.com by 27th October 2024; addressed to The Country Human Resources Manager, SICPA Malawi Limited, P.O. Box 31598, Chichiri, Blantyre 3, Ginnery Corner, Sharma Junction Office Complex