Service Quality, Access and Procedures Officer

We're looking for a service quality, access and procedures officer with solid experience. They will be responsible for the access and the habilitations and the service quality for the users. And will work in close collaboration with IT, Operations, Business Lines and Group Transversal Functions.

The service quality, access and procedures officer will be responsible for communication with users and the IT team, as well as the quality of responses to clients. He will also be responsible for the access and the habilitations for the users.

Main Tasks:

• Keep clients informed during the time of incident resolution
• Ensure the implementation of cross-functional procedures and updates (Documentation review, Permanent Control, Continuity….).
• Supervise the services, processes, and SLAs and Monitor contractual indicators and SLAs.
• Provide elements for the billing framework.
• Manage the creation of new profiles online,
• Manages monitoring and updating data usage rights and associated authorizations, being responsible for the periodic review of authorizations.

Technical skills:

• Key Performance Indicators Setting
• Customer relationship management
• Documentation management, including procedures
• Understanding of data governance and IT systems

Languages

• English ➔ Expert

Soft Skills:

• Active listening
• Strong and senior communication
• Conflict and problem resolution management
• Customer satisfaction mindset

• 5 years of professional experience, including experience in Operational Services Platform, RUN environment, or large transformation programs.
• Knowledge of banking processes.
• Demonstrated senior management communication.
• French is a plus.
• Ability to communicate smoothly and concisely.
• Ability to simplify and convey the necessary elements