Operations Support Specialist (CMoS) - Hybrid

ExecutivePlacements.com - The JOB Portal; Pretoria; On-site; ZAR 200,000 - 300,000; Full time

Job summary

An Operations Support Specialist is needed to manage and resolve client queries related to services offered. This role involves providing first-line support, ensuring operational efficiency, and participating in various projects. Candidates should possess strong administration and communication skills, and ideally have experience with ITIL frameworks. The successful candidate will work closely with both clients and internal teams, ensuring smooth operations and adherence to service level agreements.

Qualifications

• At least 2 years of suitable recent experience in a similar role.
• The successful candidate may be required to interact with multiple corporate clients.

Responsibilities

• Provide first-line support by attending to service requests via phone, email, onsite or remotely.
• Support the Product Owner by ensuring that operations are both efficient and effective.
• Manage job calendars and flows to ensure timely completion.
• Monitoring of transactions not handled by the system (service tray) and communicating on potential issues timeously.
• Perform Daily sanity checks and ensure collections happen as scheduled.
• Identify, record & communicate problems/issues for further investigation.

Skills

Understanding and experience of ITIL

Strong administration skills

Strong command of the English language

Problem-solving skills

Strong mathematical skills

Education

Diploma in Business Administration or similar qualification

Tools

SQL or software experience

Job description

Recruiter:

Profession Hub

Job Ref:

3227979321

Date posted:

Friday, June 6, 2025

Location:

Pretoria, South Africa

SUMMARY:

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