Operations Support Specialist (Cmos) - Hybrid

Profession Hub; Pretoria; On-site; ZAR 250,000 - 350,000; Full time

Job summary

A leading company is seeking an Operations Support Specialist to manage and resolve client queries effectively. This role involves providing first-line support, ensuring operational efficiency, and adhering to service level agreements. Ideal candidates will have experience in a similar position, strong analytical skills, and a diploma in Business Administration or a related field.

Qualifications

• Minimum 2 years recent experience in a similar role.
• Strong command of English, both spoken and written.

Responsibilities

• Provide first-line support via various channels.
• Manage job calendars and workflows to ensure timely completion.
• Conduct daily sanity checks and monitor performance.

Skills

Problem-solving

Communication

Analytical thinking

Time management

Multitasking

Education

Diploma in Business Administration

Tools

SQL

Job description

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, managing and resolving 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 :

1. 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.
2. Act as the liaison between the client and the Product Owner.
3. Support the Product Owner by ensuring operations are efficient and effective.
4. Manage job calendars and workflows to ensure timely completion.
5. Monitor results to ensure processes complete as expected.
6. Monitor transactions not handled by the system (service tray) and communicate potential issues promptly.
7. Perform production monitoring and provide performance reports.
8. Conduct daily sanity checks and ensure scheduled collections occur.
9. Communicate any operational malfunctions to relevant stakeholders.
10. Create and manage user manuals, functional descriptions, and existing documents and procedures.
11. Contribute to business meetings and report in advance on collection strategies and issue status.
12. Assist with various projects and tasks as assigned by management, meeting all deadlines.
13. Assist with setup and testing of new clients on the system.
14. Understand and ensure adherence to Service Level Agreements (SLAs).
15. Acknowledge operational problems/requests within SLAs.
16. Identify, record, and communicate problems/issues for investigation.
17. Investigate and diagnose incidents and service requests, escalating when necessary.
18. Verify resolution with end-users and close incidents.
19. Support other business areas and external teams.
20. Prioritize tasks to resolve critical issues first.
21. Organize user sign-off testing after production implementation.
22. Have understanding and experience of ITIL or similar principles.
23. Possess at least 2 years of recent experience in a similar role.
24. Maintain strong command of the English language (spoken and written).
25. The candidate may interact with multiple corporate clients.

Preferred Requirements :

1. Diploma in Business Administration or similar qualification.
2. SQL or software experience or exposure is advantageous.
3. Experience with collections from bank accounts and/or payrolls.
4. Understanding of reconciliation of collections between expected, actual, and received.
5. Knowledge of bulk collections and disbursement of money.
6. Knowledge of Early Debit Orders and tracking is advantageous.
7. Basic knowledge of accounting.
8. Strong mathematical and problem-solving skills.

Personality Attributes :

1. Conveys authentic enthusiasm.
2. Ability to think analytically, communicate effectively, and execute efficiently.
3. Pro-active approach.
4. Performs work in a timely and high-quality manner.
5. Take pride in your work.
6. Ability to multitask.
7. Willingness to learn new processes, systems, and technologies.
8. Comfortable with erratic work schedules.
9. Ability to meet deadlines and handle priority changes.