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Service Quality Manager

3 months ago

Bratislava, Bratislavský Kraj, Slovakia Swiss Re Full time

About the role

[Story / sample case]: Let us picture a SwissRe HR administrator who uses an HR application on daily basis or a Claims specialist who cannot do their job without an expense processing application. They come across an issue and need to open a ticket for IT teams to fix it. IT function takes over, solves the issue and HR admin/Claims specialist (or any other internal application user) can continue their work. But ... sometimes users are not satisfied, because of repetitive issues, long resolution/response time or poor quality of the answer.

It is YOU who can change this by controlling the IT service quality according to the company standards.

HOW do you do that? 1.) You help the 1st level support team / service desk to have enough information for solving basic customer's issues 2.) You evaluate the support from IT service providers (2nd level support) and if that is aligned with agreed KPIs/SLAs 3.) You point to potential improvements in the IT service provided and identify repetitive problems to address the need for a permanent solution.

WHAT you will do:

  • ensure internal incident and problem management and other processes for our applications are followed correctly

WHO you will work with:

  • teams across the organization relying on your analysis of repetitive issues and concerns from end users
  • IT support teams (external provider) – checking and communicating KPI measurements and identifying further actions
  • internal customers – application users expecting none or minimum problem when working with an application
  • first level support team (service desk)

Your activities will cover:

  • regular follow ups on high priority tickets in available dashboards (check whether they are getting proper attention by the external IT support teams)
  • daily check on overdue tickets in the ticketing system (if they are set up correctly and next action is planned)
  • monthly check on KPI's and communication of the results to external IT providers' representatives
  • adoption of global processes for the usage on team/division level
  • driving a ticket resolution by the external IT support teams, in case customer is not satisfied with the solution / problem is persisting
  • evaluation of the customer satisfaction survey results, analysis of the received feedback, follow up on the agreed actions
  • analysis of repetitive incidents and addressing of the findings
  • facilitation of the conversation among involved IT functions to get to the best possible solution
  • coordination of updates in available documentation
  • preparation and facilitation of process related trainings based on need
  • active participation in projects/initiatives prioritized on quarterly basis

About the team

The Corporate Functions InfoTech team is part of Group Functions IT in Group Digital & Technology Organization. The team delivers and manages end-to-end digital solutions to Swiss Re's Corporate Functions. Corporate Functions InfoTech enables employees to be their best and empower them to grow and deliver business value from first contact to leaving, provides employees with a safe and supported environment during their working journey wherever they are working from and clients a service excellence with professional hospitality and an engaging digital experience, provides solutions for services to build sustainable business platforms, manage (external) spend, ensure compliance and drive business excellence.

About You

We are looking for a self-driven, and motivated individual with analytical skills and basic IT knowledge:

  • basic understanding of incident and problem management
  • passion for working in IT
  • customer focus
  • sense for details
  • proactive approach
  • strong communication skills in English (experience with virtual cross-team or vendor communication)
  • interest in process improvement
  • ability to work in an international hybrid team
  • eagerness to learn
  • experience with working in ticketing system (Service Now), using ITIL framework and/or Power BI is welcome

For Slovakia the base salary range for this position is between [EUR 2,200] and [EUR 3,700] per month (for a full-time role). The specific salary offered considers:


• the requirements, scope, complexity and responsibilities of the role,


• the applicant's own profile including education/qualifications, expertise, specialization, skills and experience.

In the situation where you significantly exceed the requirements, the offered salary may be above the advertised range.

In addition to your base salary, you may be eligible for additional rewards and benefits including an attractive performance-based bonus.

We provide feedback to all candidates via email. If you have not heard back from us, please check your spam folder.


About Swiss Re


Swiss Re is one of the world's leading providers of reinsurance, insurance and other forms of insurance-based risk transfer, working to make the world more resilient. We anticipate and manage a wide variety of risks, from natural catastrophes and climate change to cybercrime. Combining experience with creative thinking and cutting-edge expertise, we create new opportunities and solutions for our clients. This is possible thanks to the collaboration of more than 14,000 employees across the world.

Our success depends on our ability to build an inclusive culture encouraging fresh perspectives and innovative thinking. We embrace a workplace where everyone has equal opportunities to thrive and develop professionally regardless of their age, gender, race, ethnicity, gender identity and/or expression, sexual orientation, physical or mental ability, skillset, thought or other characteristics. In our inclusive and flexible environment everyone can bring their authentic selves to work and their passion for sustainability.


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