Frederick Allotey

UNIT HEAD, CHANNEL SERVICES

CalBank PLC - Confidential (Third Parties)

01.2018 - Current

Gain a deep understanding of customer experience, identify and fill product gaps and generate new ideas that grow market share, improve customer experience and drive growth.
Create buy-in for the product vision both internally and with key external partners.
Translate product strategy into detailed requirements and prototypes.
Scope and prioritize activities based on business and customer impact.
Work closely with engineering teams to deliver with quick time-to-market and optimal resources.
Drive product launches including working with public relations team, executives, and other product management team members.
Act as a product evangelist to build awareness and understanding.
Coordinate 3rd and 4th level support as well as product enhancements.
Monitor Technical Support queues and Implementation queues at all times and ensuring all tickets are responded to and resolved within SLA’s.
Ensure all incoming support requests (emails, phones and conversations) are logged in support system.
Build and document knowledge about the technical setups.
Document all actions taken during implementations and ensure all parties are informed on progress.
Identify any training/knowledge needs for support staff.
Ensures that physical inventory levels are monitored and replenished as needed.
Responsible for designing and implementing improved process or operational policies.
Handle escalated technical issues within the department, providing the best solution for the customer.
Undertaking support staff evaluations and leading regular meetings.
Revise existing programs to increase operating efficiency or adapt to new technological requirements.
Track service visits, recoveries, and areas with consistent service issues to help fashion appropriate solutions.
Act as the liaison between Project Implementation team & Business units, escalating higher level problems to be addressed quickly.
Lead, manage and direct the team to support all aspects of the channel support service,taking operational responsibility for the team.
Promote and assist in the implementation of strategies, policies and procedures that seek to guide and shape the Merchant Service.