Role Purpose

The purpose of the client support services team is to enable our clients to be successful in their use of VSBS solutions. Our clients' success is our top priority. As an invaluable and reliable source of assistance we provide exceptional client support. We deliver dependable and scalable support services aligned to our clients' needs. Through a customer-focused approach and continuous improvement, we build long-term partnerships that increase client value. We make each interaction positive and valuable, setting the standard for support in our industry.

The Business Support Manager I has responsibility for managing the day to day running of a sub team of up to 7 people within the business support function and ensuring that VSBS are doing everything possible to deliver an exceptional support service to all its clients.

Key Activities and Responsibilities

• Manage day to day running of helpdesk for your sub team and the allocated scope of support services
• Escalation-point for your team and related tickets for your sub team
• Driving continuous improvement (CI) of the support services in your sub team and contributing to CI initiatives  across the support function
• Ensure Client SLAs are met
• Regular engagement with clients to review the support service
• Recruitment / Resource planning
• Provide Structured objectives / Mentoring / Performance Reviews for members of the team
• Line management duties including annual reviews, objective setting, personal development planning, succession planning, etc.
• Ensure team members are motivated and have the right level of training to do their job
• Manage personal growth of team members
• Involvement with service transition to ensure a smooth handover from projects to client go-lives
• Service reporting to Account Managers / Service Delivery Managers & clients
• Major Incident Management
• Manage Hyper-care and Chargeable Support projects, and organise out of hours support if needed
• Ensure client benefit is at the heart of everything we do
• Adhere to corporate policies, procedures and standards
• Ensure that data security and data privacy corporate guidelines and processed are followed
• Be supportive of product development and product strategy initiatives. 
• Ensure department processes are documented and adhered to. 
• Ensure knowledge is captured, protected and shared accordingly
• Where necessary, be aware of and adhere to clients’ policies and procedures
• Identify, manage and mitigate the risks that exist in the department/team (operational and security)