Description
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.
* Onboard customers onto multiple business applications (Core cash systems, financial systems, and customer platform).
* 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.
Requirements
Minimum Education and Experience Requirements
* 3 years’ administrative related experience, or high potential candidate.
* Matric
* Relevant Diploma/or equivalent qualification preferably at NQF 6, or high potential candidate
Work Level
Junior
Job Type
Contract
Salary
Market Related
Duration
9 - 12 Months
EE Position
No
Location
Houghton #J-18808-Ljbffr