Operational Support Specialist

Recruiter:

Network Recruitment

Job Ref:

BIT002562/TAP

Date posted:

Tuesday, March 5, 2024

Location:

Pretoria, South Africa

SUMMARY:
Looking for the services of an experienced and qualified individual to expand our dynamic team for the enhancement of services to clients, in the role of Operational Client Support within a specialised area.

POSITION INFO:

Qualifications:

Matric

Requirements:

Diploma in Business Administration or similar qualification
SQL or software experience or exposure, will be advantageous
Working experience with collections from bank accounts and/or payrolls
Understanding of the recon of collections between expected, actual and received
Sound knowledge of bulk collections and disbursement of money
Early Debit Orders and Tracking knowledge will be advantageous
Basic knowledge of Accounting
Strong mathematical skills
Strong problem-solving skills
Understanding and experience of ITIL or similar principles
At least 2 years suitable recent experience in a similar role Strong administration skills
Strong command of the English language (both spoken and written)

KPA's:

The main responsibility is to provide fist line support by attending to service requests via phone, email, onsite or remotely and attempt to provide first line resolution
Being the liaison between the client and the Product Owner
Supporting Product Owner by ensuring that operations are both efficient and effective
Managing job calendars and flows to ensure timely completion. Monitoring results to ensure processes complete as expected
Monitoring transactions not handled by the system (service tray) and communicating on potential issues timeously
Performing Production monitoring and providing performance reports
Performing Daily sanity checks and ensuring collections happen as scheduled
Communicating any unexpected operational malfunctions to the relevant stakeholders
Creating and managing user manuals, functional descriptions and existing documents and procedures
Contributing to business meetings and reporting well in advance, to all stakeholders, on the expected collection strategies and on issue status
Assisting with various projects and tasks as assigned by management team and meeting all deadlines associated with project work
Assisting with the setup and testing of new clients on the system
Understanding Service Level Agreements and ensuring adherence to it
Acknowledge operational problems/requests within the defined SLA’s
Identifying, recording & communicating problems/issues for further investigation
Investigation and diagnosis of all Incidents and service requests, with escalation to the Product Owner where required
Verifying resolution with end-users and complete / close assigned Incidents
Supporting other business areas and external teams
Prioritising tasks to ensure the most critical issues are resolved first

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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