Problem Manager - Banking Operations London - Great Britain Problem Manager - Banking Operations London -  …

in London, England, United Kingdom
Contract, Full time
Last application, 23 Sep 19
in London, England, United Kingdom
Contract, Full time
Last application, 23 Sep 19
Problem Manager - Banking Operations London - Great Britain
Description of the Business Line
Global Technology Services (GTS) is a global transversal IT infrastructure support team covering all aspects of IT Infrastructure across the Bank.
This includes, Digital Workplace Services ,Server, Backup, Storage, Cloud and Networks and Connectivity and Datacentre, Database etc.
The Digital Workplace Services Team is a global team that supports all aspects of the Digital Workplace, this includes the Windows Desktop Environment (OS and Services) , Unified Communications (Trader Telephony, Skype Telephony and Skype for Business, Mobile Telephony and EMAIL) and User Support (IT Helpdesk, Tradefloor Support , Proximity Support)
Summary of the key purposes of the role
The role of the Digital Workplace Services (DWS) Problem Manager is as process owner and manager of the Problem management process.
Whose primary function is to facilitate the management of problems impacting our end users originating from DWS or other services and products
In addition, the Problem Manager will act as a data analyst to pro-actively identify recurring issues and as a Continual Service improvement champion to facilitate improvements to the DWS services and products
Summary of responsibilities
The main responsibilities of the DWS Knowledge Manager are:
Problem Coordination
  • Own and manage the Problem management process, including review and enhancement where required
  • Maintain a Problem log
  • Identify owners and actions to resolve problems
  • Ensure actions are being followed and escalate where necessary
  • Coordinate problem management forums
  • Liaise with global teams to identify support for problems
  • Attend global problem management meetings
  • Produce management reports
Data Analytics
  • Analyse data (support tickets, surveys, etc) for opportunities in:
    • Ticket Reduction
    • Cost savings
    • Automation
    • Process efficiency
    • NPS improvement opportunities
  • Produce charts and dashboards related to data
  • Feed data back to problem management and CSI processes
  • Produce management reports
  • Liaise with global teams on above initiatives
Continual Service Improvements (CSI) Champion
  • Own and manage the CSI Process, including review and enhancement where required
  • Own and maintain a CSI register
  • Chair CSI meetings
  • Identify and coordinate implementation of Improvements
  • Work with global teams to progress CSI
  • Produce management reports
Level of Autonomy and Authority
The Problem manager will act independently to manage problems, analyse data and facilitate service improvements, The PM will be chairing meetings where actions will be agreed by other attendees and the PM will escalate where required if actions are not met.
The problem manager will report to the CCU manager on status of ongoing problems and service improvements

All our positions are open to people with disabilities

Profile Required

  • Excellent Communication Skills, specifically verbal and writing
  • Good level of ITIL knowledge
  • Good MS Office Skills
  • Excellent Excel skills (VBA desirable)
  • Excellent analytic skills
  • Strong coordination and organisation skills
  • Good reporting writing skills
  • Logical and analytical thinker
  • Previous experience in a technical role is desirable
  • Experience in analytical or problem management role is desirable

Why Join Us

If you feel you have the required experience and qualifications, then please apply to the SG Resourcing Team, and we will manage your application. At Societe Generale, we believe our people are our strength and are core to the success of our business. As such, we search for, recruit and appoint the best available person on the basis of aptitude and ability, regardless of sex, marital or civil partnership status, race, colour, nationality, ethnic or national origins, pregnancy, disability, age, sexual orientation, religion, belief or gender reassignment.

Business Insight
People join for the impact they can have on us. They stay for the impact we have on them. A flatter structure offers visibility and exposure beyond that of our competitors, so you know our names, and we know yours. It's personable, human, and inspires success through passion. By encouraging open mindedness and a willingness to share ideas, we have adapted to market changes and thrived through innovation. Bringing words like "hard work" and "dedication" together with "community" and "respect" has enabled us to work collaboratively and build our future together. We call this Team Spirit and it's what makes us different. It's what makes you different.

Job code: 180011TT
Business unit: SG CIB
Starting date: Immediate
Date of publication: 01/07/2019