Operations Support Specialist (CMoS) - Hybrid

Profession Hub; Pretoria; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A talent acquisition firm is seeking an Operations Support Specialist in Pretoria to manage client queries and support needs. This role involves providing first-line support and ensuring operational efficiency for corporate clients. Candidates should have excellent administration skills, a solid understanding of ITIL principles, and at least 2 years of relevant experience. The position is full-time and offers opportunities for growth within the organization.

Qualifications

• At least 2 years of recent relevant experience in a similar role.
• Experience with collections from bank accounts or payrolls.
• Strong mathematical and problem-solving skills.

Responsibilities

• Provide first-line support for service requests via various channels.
• Monitor transactions and communicate potential issues promptly.
• Conduct daily sanity checks and ensure timely collections.

Skills

Understanding ITIL principles

Strong administration skills

Excellent command of English

Education

Diploma in Business Administration or similar

Tools

SQL experience

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, 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. Monitor transactions not handled by the system (service tray) and communicate potential issues promptly. Perform production monitoring and provide performance reports. Conduct daily sanity checks and ensure collections happen as scheduled. Communicate any unexpected operational malfunctions to relevant stakeholders. Create and manage user manuals, functional descriptions, and existing documents and procedures. Contribute to business meetings and report in advance to all stakeholders on expected collection strategies and issue status. Assist on various projects and tasks as assigned by management and meet all deadlines. Support setup and testing of new clients on the system. Understand and adhere to Service Level Agreements. Participate in Incident Action Centre calls. Acknowledge operational problems/requests within SLAs. Investigate and diagnose incidents and service requests, escalating when necessary. Verify resolution with end-users and close incidents. Support other business areas and external teams. Prioritize tasks to resolve critical issues first. Organize user sign-off testing after production implementation.

Essential Skills : Understanding and experience of ITIL or similar principles. At least 2 years of recent relevant experience. Strong administration skills. Excellent command of English (spoken and written).

Preferred Requirements : Diploma in Business Administration or similar. SQL or software experience. Experience with collections from bank accounts or payrolls. Understanding of collection reconciliation. Knowledge of bulk collections and disbursement. Early Debit Orders and Tracking knowledge. Basic accounting knowledge. Strong mathematical and problem-solving skills.

Personality Attributes : Enthusiastic, analytical, effective communicator, proactive, timely, detail-oriented, independent, client-focused, stress-resilient, willing to learn, adaptable to schedules, multitasker, quality-focused, deadline-oriented, attentive to detail, and good at handling priorities.