Senior Service Level Specialist

1 week ago

York North Yorkshire, United Kingdom Greater Giving, Inc. Full time

Summary of Role:

This vital role revolves around the Assessment of production service performance against client contractual Service Level Agreements including financial remediation. We provision this Information through an extensive range and depth of data analysis and its clarity via visualisation. Ultimately, we bring data to life in a creative way, allowing our customers to make informed business decisions through our proactive insight and analysis. We support our clients by conducting collaborative reviews of data trend analysis, building Trusted Advisor confidence specific to their needs. Throughout this process, we look to Identify opportunities to improve efficiency and productivity by modifying existing procedures and workflows, introducing automation, and developing new performance standards and metrics that promote the adoption of industry best practices.

What part will you play?

  • Prepare documents, reports, charts, tables and other visual aids.

  • Consult with internal and external customers to produce, analyse and present performance reporting for adherence to client service level agreements and other key business reporting areas.

  • Develop statistical analysis and subsequent reporting predominantly using data visualisation tools such as Tableau.

  • Be responsible to produce monthly Business Review Packs for aligned clients, devising key insights and analysis, ensuring that contractual deadlines are met.

  • Demonstrate working knowledge of simple to complex Client Subscriber Agreements by performing assessment of client service incidents against contractual SLAs.

  • Develop a strong understanding of TSYS products and services and their interoperability.

  • Ensure that the Service Level Management process and working practices are effective and efficient.

  • Communicate and present to clients on a regular basis regarding Service Level Agreement conformity and client transactional information, identifying and analysing key trends and anomalies in data.

  • Assess and respond to client enquiries through engagement with internal business areas.

  • Maintain and upkeep team procedure documentation.

  • Assist the Sales team when required in support of new and existing client acquisitions. Creating ad hoc company performance documentation as and when required.

  • Perform continuous improvement reviews of team processes and contribute to development projects.

  • Work with Service Delivery Managers to assure that positive/negative trends and incidents are identified and resolved.

  • Improve current processes and practices in the workplace, helping to ensure that service quality and customer satisfaction is improved.

What are we looking for in this role?

  • Performs data gathering to support root cause analysis and performance trending as directed.

  • Updates and maintains, technical records, reports, documentation on process improvements and process performance for higher level Process Improvement Analysts and/or management, as required.

  • Experienced in banking and or Credit and Debit card transaction processing.

  • Analytical in mind set and comfortable in dealing with & presenting to TSYS external customers.

  • Interested in data visualisation and analysis with relevant work experience.

  • Experienced in using data visualisation tools such as Tableau. Ideally comfortable in writing calculated fields, LOD expressions and creating parameters.

  • Intermediate Excel users with competency in writing formulas.

  • Experienced in using Google Suite applications. Google App Script familiarity would be a bonus.

  • Well organised, capable of multitasking with a proficiency in current IT office software.

  • Able to manage their time effectively with the ability to deliver to deadlines.

  • Imaginative, creative thinkers. Proposing alternative ways of working by recommending new solutions to current work practices.

Minimum Qualifications

  • Bachelor's Degree

  • Relevant Experience or Degree in: College, University, or equivalent work experience

  • Related work experience

Preferred Qualifications

  • Data analytics

  • Creating reports

  • Proficient in Excel - able to create formulas, pivot tables, charts

  • Any use of SQL, C++ or any programming software is a plus

  • Familiarity with Tableau

  • Self starter & proactive individual

  • Able to change focus quickly as the business demands

What are our desired skills and capabilities?

  • Portray a positive attitude, flexible, multitask orientated.

  • Ability to communicate effectively with all levels of management

  • Excellent oral and written presentation skills.

  • Demonstrates ability to coordinate cross-functional work teams toward task completion

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