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Pretoria: Operations Support Specialist (CMoS) – Hybrid posted by Profession Hub

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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.
  • 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
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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
  • Knowledge and Understand of Structured Query Language (SQL) at least 2 years – This is compulsory
  • 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



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