Operations Specialist(BtoC) M/F

Operations (40%-60%) * Is subject to further adjustment depending on the need of the activity at the specific period

• Ensure the role and responsibilities are in line with the Order to Cash process by:
• Managing autonomously an assigned client’s portfolio / client’s accounts
• Performing phone calls and deal with queries as per company's established standards and procedures
• Identifying disputes and provide support to the concerned parties (internal and external stakeholders)
• Maintaining and updating summary of actions through the related software
  
  

Business expertise (40-60%) * Is subject to further adjustment depending on the need of the activity at the specific period

• Assist Team manager on specific daily tasks as and when requested:
• Sending Daily KPI Results

• Organize daily activities: Perform reviews of portfolios/client’s accounts and prepare action plans and worklists for the team
• Deal with daily IT issues (create and follow up on tickets, inform line management)
• Transport and attendance planning
• Respond to customer requests
• Train and coach new hires as well as other employees and ensure policies and procedures are followed
• Help in the preparation of all key reports: KPIs based on clients, productivity, COPIL/COREC/COPROD/COPERF, reviews of files and double jacking
• Participate in the COPIL/COREC/COPROD/COPERF
• Participate in the quality improvement process (Qer indicators, internal quality indicators, risk mitigation and management and client's quality indicators)
• Provide recommendations, suggestions and participates actively in the improvement of any aspects relating to increased performance
• Report any dysfunction that could impact the quality of assignments to the manager and propose corrective action plans
• Help in writing and updating specific business operating methods
• Inform the Team Manager of any people related issues within the team/company (conflicts, demotivation, etc).
• Perform any cognate duties as and when required
• Perform back up duties of Team Managers when required

• HSC
• Excellent written/oral communication skills in French
• Ability to deal with problematic clients and respectful of customer discourse quality charters
• A good expertise in the Order to Cash field or negotiation
• Capacity of writing e-mails or letters in a professional manner
• Fluent in computer science and Office
• Leadership abilities
• Strong communication skills and active listening
• Dynamic and very good negotiator (“challenging” spirit)
• Quality orientation
• Autonomous
• Good team spirit

This offer is applicable to the Tribe in Port Louis only*