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Customer Service Manager

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INFORCA

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Emplacement:
France , Ile de France

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Catégorie:
Banque

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Type de contrat:
Non fourni

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Salaire:

Non fourni
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L'offre d'emploi a expiré

Description du poste:

Le Customer Service Manager est l'interface privilégiée entre le client qu'il représente et la banque. II représente l'avocat du client auprès de l’entité et vice-versa.

Responsabilités:

  • point de contact entre le client et les équipes internes
  • garantir la qualité et l'amélioration continue des services informatiques
  • assurer l'assistance au client face aux problèmes liées à l'exploitation, la résilience, l'obsolescence, et la continuité
  • garantir la gestion et la coordination dans le cadre des incidents majeurs ou escaladés
  • responsable de la qualité de la production des services au quotidien, la disponibilité et l'intégrité des ressources informatiques
  • piloter les contributeurs opérationnels
  • contribuer à la constitution des reportings clients
  • responsable de la communication lors des évènements exceptionnels impactant le service client
  • Bilan et suivi des incidents P1/P2
  • Coordination de la résolution des incidents majeurs, alerte et communication
  • Identification des incidents internes
  • Rédaction des PIR (Post Incident Report)
  • Envoi des PIR
  • Bilan et suivi des plans d'actions (PIA)
  • Point des remontées par OPS/APS/Métiers
  • Bilan et suivi des réclamations/remerciements
  • Bilan et suivi des changements
  • Organisation et animation du COS (Comité Opérationnel de Suivi)
  • Partage du suivi mensuel au travers des COPIL (Comité de Pilotage)
  • Participer à la proactivité et à l'amélioration continue
  • Être à l'écoute des équipes

Exigences:

  • Bac +5 en informatique ou équivalent
  • 5 ans d’expérience sur poste similaire
  • solide expérience technique dans le domaine du poste de travail ou des infrastructures IT
  • formation certifiante sur les méthodologies de projets ITIL, PMP (project management professional), certifié AgilePM
  • niveau d'anglais permettant d'évoluer dans un environnement multiculturel
  • Anglais courant indispensable

Souhaitable:

  • passionné(e) par la gestion de la relation client et le management d'équipe
  • de nature organisé et rigoureux
  • reconnu pour votre sens de l'engagement et votre leadership
  • intelligence situationnelle pour gérer efficacement les incidents et les contretemps
  • Bonne connaissance technique et excellente communication, orienté qualité et amélioration continue

Informations supplémentaires:

Offre publiée:
09 décembre 2025

Type d'emploi:
Temps plein
Type de travail:
Travail hybride
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