COMPANY DESCRIPTION

ALTO Network is a leading payment infrastructure provider as well as the pioneer in payment solution by always bringing the most innovative and impactful technology to connect merchants or financial institutions with their customers to grow their businesses nationwide and beyond.

DESIGNATION : Service Operation Unit Head

RESPONSIBILITIES

Key Responsibilities Deliverables/outcomes
Leadership (A) Ensure team members have individual performance plans
Monitor team performance and conduct regular appraisals/mentoring/coaching
Manage training and development team members
Customer Service (B) Ensure team members understand customer (internal & external) needs and deliver the expected outcomes within SLA and good customer experience
Regularly review work processes for areas of improvement
Operational Management (C) Monitor and ensure team members' deliverables
Monitor and report on progress towards achievement of plans and strategies
Identify any obstacles and challenges in fieldwork and escalate to management
Relationship Management (D) Develop and maintain collaborative relationships with other divisions
Establish and maintain active and constructive relationships within Service Operation Team
Good Corporate Governance (E) Risk/Findings audit to be fulfilled
Ensure staff are informed and trained to support good corporate governance in their specific areas of work.

QUALIFICATIONS

Knowledge Reporting Application Knowledge
Switching Application & REST API Knowledge
Switching Operation Process
Business Process Knowledge
IT Service Management
Project Management
Crisis Management
PCIDSS Awareness
Customer Service / Customer Experience
Skills and Abilities Non-technical
Leadership
Critical Thinking
Time Management
Interpersonal Communication
Strategic Thinking
Technical

Experience Proven experience in Operational/Service Management/Helpdesk at least 8 years' experience.
Proven experience in managerial position at least 5 years' experience and lead team with > 20 people.
Proven experience in Operations Division at least 5 years' experience.
Qualifications Bachelor degree in Information Technology/Information System/Industrial Engineering/Management