Commercial Administrator

**Customer Onboarding and Lifecycle Management (Core)**
- Receive customer information from internal stakeholders and/or directly from customer.
- Validate information for quality against standard operating procedures and remediate if required.
- Create and maintain user profiles by customer type in alignment with standard operating procedures and agreed service level agreements.
- Perform ongoing maintenance on Customer profiles in alignment with change requests.
- Create new user accounts on approval from Centre Managers.
- Offboard customers in alignment with termination processes.
- Update the relevant system in accordance with off boarding standard operating procedures.
- Provide offboarding reports to the relevant departments, including Billing.
- Create test IBTs for User Acceptance Testing environments.
- Conduct reviews, reconciliations, and audits to ascertain that the onboarding and customer lifecycle management processes are effective.
- Maintain a high level of process quality and consistency.

**Customer Onboarding and Lifecycle Management (SBV Connect)**
- Maintain user master list for the Customer platform.
- Provide ongoing user support internally and externally for example: password management.
- Communicate effectively with external customers on processes and timelines.
- Escalate service failures which cannot be remediated to responsible business areas.
- Compile management reports and distribute to key stakeholders as and when required.
- Identify problem areas and devise solutions to enhance quality of service to reduce potential complaints and incidents.

**Data and Reporting**
- Manage the onboarding/maintenance and offboarding reports for accuracy.
- Ascertain/validate that accurate data is loaded onto system for business requirements and billing purposes.
- Report system faults to assist developers to resolve issues.
- Provide monthly reports on user and service management metrics.
- Conduct root cause analysis, identify trends and provide insights on key performance indicators, for example volumes onboarded and offboarded.
- Identify data quality issues and maintain data quality register for business improvements.
- Support with data cleaning initiatives.

**Continuous Improvement**
- Identify process and data improvement gaps to enable continuous improvement.
- Identify opportunities to improve system workflows and performance.
- Provide input into the digitization of customer processes.

**General Support**
- Provide administrative support for specific Commercial department deliverables (incl. ISO Quality Management, contract management)
- Schedule Commercial team meetings, coordinate attendance and support with minutes.
- Create and maintain a central document repository for the Commercial department.
- Provide ad hoc support to the Commercial team for specific departmental deliverables.

**Minimum Education and Experience Requirements**
- Matric