Job opportunity at Brac for the position of Manager, Application Support, Technology, Microfinance Programme

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.

Vacancy: 01

Vacancy Type: Not specified

• 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 a 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 the 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.
• Maintained incident & risk register, mitigation plan with a solution for vendor or partner, and ensured 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.

Additional job requirements

• Technical knowledge, Business Analysis, Project Management
• Critical Thinking, Analytical Skills, Negotiation
• Communication; Leadership; Problem Solving

Educational requirements

Bachelors/ Masters in any discipline from any recognised university/ institution.

Experience requirements

Minimum 4 years of working experience. Experience in the ICT sector will be given preference.

Salary: Not specified

Location Dhaka

Benefits

Festival Bonus, Contributory Provident Fund, Gratuity, Performance Bonus, Health and Life Insurance, Maternity/ Paternity Leave and others as per policy.

Application Deadline

October 2, 2024

Application link

https://careers.brac.net/jobs/manager-application-support-technology-microfinance-programme-1900