Operational Support Specialist

Qualifications: Matric 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 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) KPA's: The main responsibility is to provide fist line support by attending to service requests via phone, email, onsite or remotely and attempt to provide first line resolution Being the liaison between the client and the Product Owner Supporting Product Owner by ensuring that operations are both efficient and effective Managing job calendars and flows to ensure timely completion. Monitoring results to ensure processes complete as expected Monitoring transactions not handled by the system (service tray) and communicating on potential issues timeously Performing Production monitoring and providing performance reports Performing Daily sanity checks and ensuring collections happen as scheduled Communicating any unexpected operational malfunctions to the relevant stakeholders Creating and managing user manuals, functional descriptions and existing documents and procedures Contributing to business meetings and reporting well in advance, to all stakeholders, on the expected collection strategies and on issue status Assisting with various projects and tasks as assigned by management team and meeting all deadlines associated with project work Assisting with the setup and testing of new clients on the system Understanding Service Level Agreements and ensuring adherence to it Acknowledge operational problems/requests within the defined SLAs Identifying, recording & communicating problems/issues for further investigation Investigation and diagnosis of all Incidents and service requests, with escalation to the Product Owner where required Verifying resolution with end-users and complete / close assigned Incidents Supporting other business areas and external teams Prioritising tasks to ensure the most critical issues are resolved first