Client Relations Administrator
1 week ago
**Fidelity Cash Solutions - CashMaster, Waltloo**
**Reporting to: Customer Relationship Manager**
The above position is vacant at Fidelity CashMaster in Waltloo, reporting to the **Customer Relationship Manager.**
The purpose for this position is to support the Customer Relationship Manager with planning, monitoring, analysis and reporting of all Device operational activities for the CashMaster Customer base. Escalation point for the customers, in particular Banking clients. Provision of operational performance MIS input to enable accurate performance reporting. To provide core support to the business through the development and maintenance of accurate management information and the analysis of available information. To provide valuable insights for to inform day-to-day operational management of the business.
The incumbent will perform various activities i.e. extraction of data, analysis of data, repackaging of data, compiling reports and presentations to enable insights to various business stakeholders.
**Minimum Requirements**
- Matric / Grade 12 / National Senior Certificate
- Industry related Diploma/Degree will be advantageous
- Minimum five years’ experience within a manufacturing environment [Contract/SLA Management]
- Able to perform under pressure and deliver results in a demanding and fast-paced environment that requires fresh thinking and innovation
- Strong oral and written communication skills
- Strong quantitative, analytical and problem-solving skills
- Ability to work under pressure and meet targets and deadlines
- Able to work effectively in a complicated environment with mínimal management guidance/supervision
- Good analytical and problem-solving ability
- Good written and spoken communication skills
- Good command of English
- International perspective and cultural awareness
**Key Performance Areas: (not totally inclusive)**
- Drive SLA performance adherence
- Support engagement with all stakeholders to ensure successful operations of the identified cash products and solutions through adherence of customer/vendor agreements
- Support the addressing of any escalated queries and identified trends where SLA has been breached by Business Unit
- Implement initiatives in accordance with the mandate together with other identifiable value adding activities within the allocated time frame
- Responsible for providing of operational performance MIS input to enable accurate performance reporting
- Performance monitoring for all CashMaster Devices for Banks/Direct customers
- Business Unit Monthly reporting compilation
**Core Competencies**
- Assist in coordinating projects within but not exclusive to Operations
- To ensure the highest levels of customer service is maintained
- Support the addressing of any escalated queries and identified trends where SLA has been breached
- Healthy service management, customer and business partner (FCS) relationships
- Build and maintain collaborative and cohesive relationships with all Internal & External Stakeholders
- Aid optimisation of operational processes within the Business Unit
- Clear and concise written reports inclusive of well formulated recommendations based on sound facts
**Skills**:
- Analytical
- Critical thinking
- Diplomacy
- Communication
- Persuasion and influencing
- Service orientation
- Computer literacy
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**_Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate._**
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