Manager, Application Support, Technology, Microfinance Programme

Job Description

Title: Manager, Application Support, Technology, Microfinance Programme

Company Name: BRAC

Vacancy: --

Location: Dhaka

Experience:
∎ At least 4 years

Published: 22 Sep 2024

Education:

Requirements:

Additional Requirements:
∎ Technical knowledge; Business Analysis; Project Management
∎ Critical Thinking; Analytical Skills; Negotiation
∎ Communication; Leadership; Problem Solving
∎ Minimum 4 years of working experience. Experience in ICT sector will be given preference.
∎ Technical knowledge; Business Analysis; Project Management
∎ Critical Thinking; Analytical Skills; Negotiation
∎ Communication; Leadership; Problem Solving
∎ Minimum 4 years of working experience. Experience in ICT sector will be given preference.

Responsibilities & Context:
∎ Lead and manage a team of technical support representatives, including providing guidance, mentorship, training and performance management.
∎ Develop and implement effective strategies, policies, and procedures to ensure efficient and high-quality technical support services.
∎ Monitor and analyse support metrics(SLA) by implementing central CRM dashboard to identify areas for improvement and make data-driven decisions to enhance team performance and customer satisfaction.
∎ Collaborate with cross-functional teams, such as stakeholders, partners, vendors, users and customers, to ensure effective communication and timely resolution of user issues.
∎ Attach actively to Enterprise Application’s Product development team in design & UAT stage to ensure the successful implementation & operational plan designing.
∎ Stay updated with the latest Enterprise Portfolio of MF and different technology modes to ensure the team & partners remain acquainted and competent in providing technical support.
∎ Conduct regular performance evaluations and provide feedback and coaching to team members to support their professional growth and development.
∎ Prepare and share reports on team performance, key metrics, and customer feedback with senior management to ensure continuous improvement.
∎ Maintain incident & risk register, mitigation plan with solution for vendor or partner and ensure the resolution with proper RCA collaborating with project managers.
∎ Serve as a focal resource for managing complex customer issues and provide guidance and support to the team in resolving queries/issues.
∎ Ensure the safety of team members from harm, abuse, neglect, harassment, and exploitation to achieve the program’s goals of safeguarding implementation. Act as a key source of support, guidance, and expertise on safeguarding for establishing a safe working environment.
∎ Practice, promote, and endorse safeguarding policy issues among team members and ensure the implementation of safeguarding standards in every course of action.
∎ Follow the safeguarding reporting procedure in case any reportable incident occurs and encourage others to do so.
∎ Microcredit Regulatory Authority (MRA) certificate number- 00488-00186-00065
∎ BRAC is an international development organisation founded in Bangladesh that partners with over 100 million people living with inequality and poverty globally to create sustainable opportunities to realise potential.
∎ BRAC Microfinance provides people who cannot access traditional financial banking services with access to a suite of financial services, including loans, savings and microinsurance. We provide an alternative to high-interest loans from informal lenders, supporting families to invest in income-generating activities, build assets, and reduce vulnerability to health shocks and natural disasters. Passionate about finance beyond formal banking systems? Join the BRAC Microfinance team to help build a more financially-inclusive society, where everyone can access finance when they need it - safely, responsibly and sustainably.
∎ Working at brac is not like any other job. It is a platform where you can bring about real change for people who need it the most. We are not just dreaming of a better world, we are building it. Join us to find the way.
∎ Job Purpose
∎ BRAC Microfinance has a vast and complex Technology system in place to support its 35,000+ staff spread around 2,800+ offices across Bangladesh. This huge network of people and process require robust Technology support, both software and hardware, to ensure seamless operations both at head office and field.
∎ Key Responsibilities
∎ Lead and manage a team of technical support representatives, including providing guidance, mentorship, training and performance management.
∎ Develop and implement effective strategies, policies, and procedures to ensure efficient and high-quality technical support services.
∎ Monitor and analyse support metrics(SLA) by implementing central CRM dashboard to identify areas for improvement and make data-driven decisions to enhance team performance and customer satisfaction.
∎ Collaborate with cross-functional teams, such as stakeholders, partners, vendors, users and customers, to ensure effective communication and timely resolution of user issues.
∎ Attach actively to Enterprise Application’s Product development team in design & UAT stage to ensure the successful implementation & operational plan designing.
∎ Stay updated with the latest Enterprise Portfolio of MF and different technology modes to ensure the team & partners remain acquainted and competent in providing technical support.
∎ Conduct regular performance evaluations and provide feedback and coaching to team members to support their professional growth and development.
∎ Prepare and share reports on team performance, key metrics, and customer feedback with senior management to ensure continuous improvement.
∎ Maintain incident & risk register, mitigation plan with solution for vendor or partner and ensure the resolution with proper RCA collaborating with project managers.
∎ Serve as a focal resource for managing complex customer issues and provide guidance and support to the team in resolving queries/issues.
∎ SAFEGUARDING RESPONSIBILITIES
∎ Ensure the safety of team members from harm, abuse, neglect, harassment, and exploitation to achieve the program’s goals of safeguarding implementation. Act as a key source of support, guidance, and expertise on safeguarding for establishing a safe working environment.
∎ Practice, promote, and endorse safeguarding policy issues among team members and ensure the implementation of safeguarding standards in every course of action.
∎ Follow the safeguarding reporting procedure in case any reportable incident occurs and encourage others to do so.

Compensation & Other Benefits:
∎ Festival Bonus, Contributory Provident Fund, Gratuity, Performance Bonus, Health and Life Insurance, Maternity/ Paternity Leave and others as per policy.

Employment Status: Full Time

Job Location: Dhaka

Apply URL::

Apply Procedure:

Company Information:
∎ BRAC
∎ BRAC Centre, 75 Mohakhali, Dhaka-1212
∎ BRAC is an international development organisation founded in Bangladesh that partners with over 100 million people living with inequality and poverty globally to create sustainable opportunities to realise potential.

Address::
∎ BRAC Centre, 75 Mohakhali, Dhaka-1212
∎ BRAC is an international development organisation founded in Bangladesh that partners with over 100 million people living with inequality and poverty globally to create sustainable opportunities to realise potential.

Read Before Apply: Please apply only who are fulfilling all the requirements of this job

Application Deadline: 2 Oct 2024

Category: IT/Telecommunication