Johannesburg: Operations Administrator – Lesaka ( Fin-Tech) posted by Lesaka Technologies

About the Role

We are seeking a highly organized and detail-oriented Operations Administrator to join our team in Modderfontein, Johannesburg. As an integral part of our Cash Connect operations, you will provide critical administrative support to ensure the smooth and efficient daily operation of the department. Your strong organizational skills, ability to prioritize under pressure, and close collaboration with internal teams and external service providers are essential for success in this role.

Key Responsibilities

• Manage escalated technical calls and urgent communications
• Monitor technical calls via the CMS monitoring system throughout the day
• Prioritize escalations and coordinate with Service Providers for timely resolution
• Escalate unresolved issues to the Technical Support Manager or National Operations Manager
• Ensure corrective actions are taken where unacceptable performance is identified
• Provide input into SmartSafe and Deposit Manager operating manuals
• Support updates to technical procedures, communications, and support documentation
• Monitor stock levels, usage, and deliveries of all bag types across the Cash Connect estate
• Manage supplier orders considering lead times, MOQs, and cost efficiency
• Coordinate national deliveries to clients
• Identify and report excessive bag usage to management
• Maintain accurate records of all orders, receipts, and deliveries
• Monitor communications failure notifications from Service Providers
• Review Hourly Communications Reports and Comms Exception Reports
• Follow up with Service Providers to ensure communications are restored timeously
• Notify Operations, Settlements, and Service Departments of relevant issues
• Provide feedback to KAMs on escalated communications incidents
• Monitor alerts and operations exception reports
• Manage spares usage and escalate excessive consumption
• Maintain accurate spares records, orders, receipts, and deliveries
• Manage quarterly bootstock issuance to technicians in line with service contracts
• Escalate inadequate bootstock levels to the Technical Support Manager
• Draw up monthly billing requisitions against clients for: Express Bag Orders Chargeable bags Relevant technical callouts
• Provide reporting and analytical support to Operations field services management as required
• Review daily S/I and S/O reports received from Service Providers and escalate any missing reports
• Monitor Service Provider opencall reports daily and escalate gaps
• Compile monthly SLA reports by client type for monthend review
• Compile monthly technical performance reports by device type for monthend review
• Perform multiplecall monitoring and reporting to identify trends and anomalies
• Technical History & Trend Reporting
• Compile client technical history reports as required
• Analyse trends, investigate incidents, and provide explanations
• Support field management with adhoc analysis and insights
• Site Inspections & Job Instructions
• Proof Site Inspections and allocate to Service Providers
• Manage and escalate queries related to Site Inspection (S/I) and Job Instruction (JI) communications
• System Monitoring
• Monitor and work across the following systems: CMS Communications monitoring platforms (Power BI, Xlink) Skipper App (Code Requests) Webfleet (Fleet Management) Cash Connect systems Any additional operational systems implemented
• General Administrative Duties
• Operations calendar and room bookings
• Fleet management (inhouse technician vehicles)
• Operations asset management
• Document control and record keeping
• Monitor and respond to Operations inbox daily
• Technician scheduling and dispatching
• Vetting of Call Closures
• Vet call closures and escalate discrepancies where required

Requirements

• Matric Diploma/Degree in Logistics, Supply Chain, or Technical disciplines (advantageous)
• 34 years relevant operational or administrative experience
• Strong Microsoft Office proficiency
• Excellent analytical and problemsolving skills
• Strong communication and interpersonal abilities
• Accurate report writing and record keeping
• Effective time and priority management
• Understanding of SLAs

Qualifications

• None mentioned

Salary & Benefits

• Not specified in the original job description