Employee Experience Support Manager
ASB Bank
Auckland City, AUK
6d ago
source : ExploreJobs

Newly created position within ASB's Service Management lead teamDelivery of easy to access and reliable tech advice and supportNationwide leadership role, based at C-Drive, Albany and North Wharf CBDASB has been transitioning to a new operating model.

PACE has been developed to ensure we meet our customers' expectations in a rapidly changing world, enabling the key goals of delivering 'better', 'sooner', and 'safer.

We have moved parts of ASB into Tribes, Platforms, Practices, Chapters and Squads that are empowered and focussed on outcomes across customer segments.

Technology Platforms, Practices and teams have been informed by a journey over the last two years and we are now building on the model to amplify the benefits of these cross-functional squads.

It's an exciting time for ASB and ASB Technology and Operations.The way our internal customers want to interact with the Service Desk is changing, especially as more people work remotely.

This is a newly created role aimed at investing in the capabilities and team that will future proof the function and improve the experience our employees have with Technology.

The roleProvide technical & people leadership to a team of people who manage all aspects of the organisation's Employee Facing Technology Support servicesEnsure my team and I are focussed on delivering reliable and easy to access advice, guidance, and technology supportOversee the restoration of normal services when outages and faults occur to minimise adverse impact on business operationsSupport Regional Centres and Branch Technology across New Zealand, facilitating easy and reliable upgrades and supportFoster an environment that encourages the development of my team's skills, knowledge, and experiencesAbout youWide industry knowledge of IT particularly in relation to hardware, infrastructure and fault and outage managementIn-depth understanding of ITIL processes in particular incident and problem managementSound understanding of risk management and issue mitigationA talent for getting the best out of people through empowerment and recognitionAn ability to embed yourself in the customers shoes and design experiences around these customer needsAbility to empathise with stakeholders and their business driversStrong facilitation and consensus building skills when dealing with internal customers, stakeholders, and team members, as well as the ability to build relationships across functional linesPassion for change, strong customer service commitment and the proven ability to build effective relationships enterprise wideWorking for ASBAt ASB, we are committed to our vision and values of Integrity, Caring, Passion, Courage and United.

Our strength comes from caring about our people, our customers, our community and environment.As a values driven organisation we are committed to providing a diverse and inclusive work environment, where we bring our different perspectives and strengths to achieve ASB goals together.

We offer excellent career progression opportunities, a flexible and supportive culture; we help our people grow and celebrate together.

A position description is attached and applications are invited online.Applications close Monday 26 October 12 pm

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