Cape Town: Operations Support Specialist (CMoS) – Hybrid posted by Profession Hub
Posted on 2025-07-16 00:00:00
| Employer | Profession Hub |
|---|---|
| Category | Other IT/Computer |
| Location | Western Cape / Cape Town |
Job Summary
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
- 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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