The position requires excellent interpersonal and analytical skills to handle the transaction flow and provide direction and coordinate accounting & reporting functions to ensure timely closure of the period ends.
The incumbent will be responsible for the daily supervision and efficiency of the team. Manage and provide overall direction and guidance to deliver on operational goals within the assigned area and ensure timely and accurate completion of work with excellent stakeholder leadership skills.
Provide e-mail and chat support in the agreed areas with English language.
Redirect queries received but not in scope of helpdesk to other support areas according to agreed procedures (which may in some cases require the helpdesk to raise a technical ticket).
Your role will function as an overlay of technical and domain experts and bring value through disciplined solution management skills.
Find opportunities for efficiency improvements of helpdesk processes including LEAN methodology and automation where feasible.
Recommend target updates to training or help materials and new training requirements based on high frequency calls to helpdesk (type of call, business areas etc.
with the aim of reducing helpdesk calls and increasing the percentage of self-service.
Maintain helpdesk scripts and standard operating procedures for team to ensure up to date with the latest service requirements and any tool changes / enhancements.
Minimum Qualifications :
What can we offer?