The Business Services Management (BSM) group within JRI-A is responsible for the efficient delivery of IT Business Services. This is accomplished by combining Customer facing functions into Customer Service Center as well as batch and backend functions through the Global Production Management department. These services are used by SMBC branches located in North America, Europe, Middle East and Asia.
The Manager of Business Services is responsible for the daily management and operations of the Customer Service Center and Global Production Management departments. This role manages delivery of IT Business Services including Availability, Backups, Compliance, Incident Management, Monitoring, Business Recovery/Technology Recovery, Audit, TENT, BCP site inspections as well as management approved assignments. The incumbent Acts as a 3rd level escalation point for complex operational and customer service issues and is responsible for the resolution of these items; Leads short and long term functional initiatives including ensuring business continuity, with strict adherence to established guidelines and deadlines. Is the Tactical point of contact for internal and external auditors, regulators and investigators. Number of direct reports: 2. Number of indirect reports: Approx. 300
Work Experience: 10 + years of specialized experience in Financial Services
10 + Experience in IT Service Management
Education: Preferred: BA / BS (or equivalent experience)
1 Ensure Delivery of Business Services as per established MoUs and other guidelines like Change Management and Management directives.
2 Develop and implement best pratices for Customer Service management to continously meet and exceed customer expectations. Use external and internal feedback to develop a roadmap for Customer service that continuously strives to meet the expectation of Customers.
3 Develop and implement best pratices for Global Production management to ensure Service Delivery as per agreements. This inlcudes Monitoring, Media management, Batch Executation and Technology Recovery Execution as required.
4 Manage Performance of departments and their reporting managers. Coach, motivate and mentor the managers.
5 Build and Manage relationship with Business and IT Managers, to understand, collaborate and deliver services. Strive to make the departments operationally more effective (lower defects, better customer satisfaction) and more efficient (lower cost of operation).
6 Interface with Audit, Regulators and Senior managers are required.
7 Manages staff and administers the appraisal/performance process.
8 Participates in the planning, implementation, testing and documentation of Technology Recovery Plans to support continuity objectives as defined by business and service managers.
9 Maintains effective relationships with vendors and suppliers to both support current products, maintain awareness of product status and improvements and resolve product/service issues.
10 Hires, trains and coaches staff; administers human resources functions including employee relations and the performance appraisal process.