Priva Service Manager Santander

Job Description

• Responsible for being the main Customer advocate within the organization
• Acts as the last point of escalation for customer incidents, projects, service quality, service level credits, end to end customer lifecycle.
• Owns performance reporting reviews covering SLAs, service credits, failures and incidents for stated accounts
• Drives incident resolution to achieve SLA and MTTR contractual targets by coordinating internal escalations
• Responsible for internal escalation communications to executives and teams.
• Provides credible and professional post incident RFO reports that are shared with the Customer and reviewed internally.
• Owns and updates the customer information guides detailing escalation processes, contact numbers and best practices.
• Attends and presents at regular formal Customer Service reviews.
• Reviews all custom Customer Service Level Agreements (SLA) during the contract negotiation process
• Ability to discover, analyze and document events, incidents and problems and document lessons learned and recommend improvements,
• Working knowledge of IT Service Management tools and how to leverage them for reporting and incident management
• Must possess a strong technical documentation and reporting ability to include contractual knowledge of maintaining Service level agreements (SLA’s)