Role Overview :
Job Profile - Finance Support Manager
The Incident Manager is responsible for ensuring that all incoming issues are dealt with efficiently by L1 and L2 agents, identifying potential problem and high profile (i.
e. Sensitive & VIP users) issues and ensuring they are escalated quickly and appropriately.
The role ensures that the output from Incident Management process is of high quality and provides Service Desk and Finance Management with the right level of business intelligence.
The role works closely with Service Delivery Managers building and maintaining effective working relationships across GBS & Finance organizations.
Single point of contact to analyse, interpret and resolve Finance Service Desk escalations, complaints or ad-hoc requests related with Finance Service Desk function including scheduled and ad-
hoc chase & age ticket management, ServiceNow reporting, etc
Working in flexible shift schedule Monday - Friday 8 : 00 AM till 02 : 00 AM
Finance Service Desk training start date - August 5 2019, going live in September 2019.
Responsibilities : (Please specify % amount against each responsibility)
1) Manage Service Desk ticket queue, distribute ticket assignment across multiple Service Desk functions ensuring response times and first time fix figures meet or exceed KPIs driving Customer satisfaction - 60%
2) Support Level 1 and Level 2 Agents while making a decision if an Incident has the potential to become a high priority, assessing business impact and urgency and finally escalating as appropriate. - 20%
3) Identifies and takes control of unallocated incidents e.g. grey area’,
Acts as escalation point for Service Desk Specialists where resolution ownership is disputed resolving 'orphan' tickets ownership & accountability - 10%
4) High operational awareness of operational issues within Finance and prepared to contribute to resolution actions as required.
Participates in continuous service improvement and contribute to knowledge base validation. Is aware of the service performance and supports improvements implementation - 10%
Licenses / Certifications :
Experience with Smith & Nephew Finance processes
Ability to handle escalations in a timely and effective manner; Experienced in managing multiple urgent tasks.
Cause and effect - diagnose larger problems based on incoming calls. Understand the Finance systems and key issues
Service Management & GBS awareness.
Fluent spoken and written English
Time / Task Management, Attention to detail
Conflict Management, Decision Making & Judgment
Communicating, Presentation, Influencing
Planning & Organizing, Managing & Controlling
Technology Awareness & Technology Leverage, Process Expertise
Requirements Assessment, Problem Diagnosis & Solution
Assess Customer experience and report to management candidly
Prioritises and organises own work to deliver to agreed deadlines
Developing techniques to improve service
Identifies problems and appreciates the issues required to resolve them
Identifies relevant areas for questioning
Developing techniques for presenting information
Persuades others in straightforward situations
Can act as an escalation point in absence of Team Leader
Can convey the team’s goals clearly and motivates other team members
Can set objectives fairly and share fair feedback
Can give feedback in a balanced manner
Promotes teamwork, coaches and guides others
Responds to Customers' requests in non-standard situations
Suggests changes to processes and methods
Appreciate Customers' needs, assessing the full requirements; identifies solutions to non-standard requests
Leads diagnosis and fixing of problems within the service, working with vendors as required
Appropriate escalation of technical or other issues
Solves some small problems in order to maintain relationship with Finance leaders and Partners.
Manages meetings develops critical path criteria, prioritises requirements and proposed items prior to discussion.
Understands low level ( nuts & bolts ) technical details (e.g. operating system, job control, scheduling, file structures, code structures, and transaction structures).
Is able to apply this knowledge to highlight problems & identify solutions.
Physical Demands : N / A
Travel Requirements : up to 10%