Operational Support Specialist

3 weeks ago

Pretoria, South Africa Profession Hub Full time

**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.

**Essential Skills**:

- Understanding and experience of ITIL or similar principles
- At least 2 years suitable recent experience in a similar role
- Strong administration skills
- Strong command of the English language (both spoken and written)

**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 recon 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, 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-servicing skills
- Able to cope with stressful situations

**Role Responsibilities**:

- Being the liaison between the client and the Product Owner
- Support 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 communicate on potential issues timeously
- Perform Production monitoring and provide performance reports
- Perform Daily sanity checks and ensure collections happen as scheduled
- Communicate on 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/request within the defined SLA’s
- 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
- Prioritizing tasks to ensure the most critical issues are resolved first
- Organize users for signoff testing after a Production implementation

**General**:

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