Key responsibilities

Manage daily operations of the second line team and interactions

• Supervises and oversees all L2 customer and third-party interactions, fostering technical growth and operational excellence.
• Develops shift schedules and manages resource allocation to ensure adequate support coverage, including afterhours standby and escalation rosters.
• Identifies issues and trends that require escalation and follow up on updates from internal teams and suppliers.
• Optimises and automates support processes and tasks to improve efficiency.
• Coaches and mentors operational team members across first- and second-line support teams.
• Builds efficiencies across teams and channels through automation, optimisation, and process improvements.
• Assists customers with integration into the company’s switch
• Assists with article and mandate compliance queries received from banks.
• Manages and ...