Operations Support Specialist (CMoS) - Hybrid

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 :

Preferred Requirements :

Personality Attributes :