Operations Support Specialist (CMoS) - Hybrid

SUMMARY:
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POSITION INFO:

Our client is searching for an Operations Support Specialist (CMoS) to join their team. 

Location: Open to candidates in Cape Town or Pretoria

Job Purpose:
To work as part of a team, to manage and resolve client queries and support requirements related to the company's services. To implement, monitor and maintain the operation of products and services for corporate clients

Role Responsibilities:

• The main responsibility is to provide first-line support by attending to service requests via phone, email, onsite or remotely and attempting to provide first-line resolution.
• Being the liaison between the client and the Product Owner.
• Support the Product Owner by ensuring that operations are both efficient and effective.
• Manage job calendars and flows to ensure timely completion. Monitor results to ensure processes complete as expected.
• Monitoring of transactions not handled by the system (service tray) and communicating on potential issues timeously.
• Perform Production monitoring and provide performance reports.
• Perform Daily sanity checks and ensure collections happen as scheduled.
• Communicate any unexpected operational malfunctions to the relevant stakeholders.
• Create and manage user manuals, functional descriptions and existing documents and procedures.
• Contribute to business meetings and report well in advance, to all stakeholders, on the expected collection strategies and on issue status.
• Assist on various projects and tasks as assigned by the management team and meet all deadlines associated with project work.
• Assist with the setup and testing of new clients on the system.
• Understand Service Level Agreements and ensure adherence to it.
• Participate in Incident Action Centre calls.
• Acknowledge operational problems/requests within the defined SLAs.
• Identify, record & communicate problems/issues for further investigation.
• Investigation and diagnosis of all Incidents and service requests, with escalation to the Incident Manager where required.
• Verify resolution with end-users and complete/close assigned Incidents.
• Support other business areas and external teams.
• Prioritising tasks to ensure the most critical issues are resolved first, and
• Organise users for sign-off testing after a Production implementation

Essential Skills:

• Understanding and experience of ITIL or similar principles
• At least 2 years of suitable recent experience in a similar role
• Strong administration skills
• Strong command of the English language (both spoken and written)
• The successful candidate may be required to interact with multiple corporate clients

Preferred 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 reconciliation 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

Personality Attributes:

• Conveys authentic enthusiasm
• Ability to think analytically, communicate effectively, and execute efficiently
• Pro-active approach
• Performs work in a timely and high-quality manner
• Take pride in your work
• Ability to multitask
• Be willing to take on new tasks
• Show willingness to learn new processes, systems, and technologies
• Be comfortable with erratic work schedules
• Attention to detail
• Ability to meet deadlines and handle priority changes as circumstances dictate
• Able to work independently
• Excellent client-service skills
• Able to cope with stressful situations