Service Manager at 3Line Card Management Limited

3Line commenced business in 2007 with the primary aim of using technology to make financial services easily available to the financially excluded. We believe this is a basic human right, and 3Line is our platform for achieving this purpose. We focus on four key areas: Electronic Banking, Issuer Processing, Agency Banking and Identity Management, all driven by our Card Scheme.

We are recruiting to fill the position below:

Job Title: Service Manager

Location: Lagos
Employment Type: Full-time

Responsibilities

• Build and maintain solid customer relationships by understanding their needs and providing personalized service solutions.
• Develop and implement service strategies to enhance the customer experience and meet service objectives.
• Monitor service metrics and analyze customer feedback to identify areas for improvement and implement corrective actions.
• Ensure compliance with service-level agreements
• Prepare and present regular reports to senior management on service performance, key metrics, and improvement initiatives.
• Remain in regular contact with your clients to understand and meet their needs
• Provide professional after-sales support to maximize customer loyalty

Qualifications

• A mid-level B.Sc graduate with 5+ years of experience either in service management or equivalent work experience.
• Project Management: Oversee projects and initiatives as it relate to the products being managed.
• Proficient in customer relationship management tools and software for tracking and monitoring service performance.
• Service Management: should have a deep understanding of service management principles and frameworks. This includes incident management, problem management, change management, and service-level management.
• Demonstrate success in customer service, handling complaints, budget management, and effective marketing tactics.
• Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges.
• Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.

Application Closing Date
Not Specified.