Operations Support Specialist – Windsor

My client based in Windsor is seeking an E-Commerce Operations Support Specialist in Windsor – This is a hybrid working role. Office based 3 days per week.

Overview

The Operations Support Specialist is responsible for the operational support tasks which underpin the software, and ensures their client accounts work in a manner which meets their objectives This role is tasked with ensuring account excellence for the duration of the contractual life cycle.

Responsibilities:

Operations management for recurring change requests

  • Manage account update tasks to ensure a successful outcome for internal and external customers
  • Ensure all required resources are booked for regular scheduled updates for client accounts
  • Liaise with leads from the Data Enrichment team to resolve queries related to update tasks
  • Action any account update tasks, according to the agreed team processes and procedures, and within the specified timescales

Operational organisation, planning and monitoring

  • Produce timing plans in conjunction with resourcing managers and other key stakeholders
  • Ensure all account update schedules are updated in the Operations Schedule and JIRA
  • Monitor and track the progress of assigned operational tasks against the planned time, ensuring timely communication in relevant Slack channels
  • Follow the team’s best practices for all operational tasks at all times

Risks and issue management

  • Analyse risks and issues, communicate avoidance and take mitigating actions

Change control and ad hoc requests

  • Highlight and help to resolve any deviations from the agreed scope of planned maintenance tasks
  • Highlight any ad hoc requests to prevent deviation from contractual scope

Process improvement and value-added services

  • Take ownership for your own knowledge enhancement related to products & services
  • Highlights potential opportunities for improvement and participates in improvement initiatives

Qualified candidates will possess:

Education & Experience

  • Experience in a technical support role or a related field
  • Experience of owning and delivering an initiative in an operations environment
  • Sound understanding of eCommerce, document management , eBusiness tools and database management

Skills & Abilities

  • Microsoft Project, Excel and Word at intermediate level
  • Excellent organisational skills, decision-making, problem-solving and negotiation skills
  • Ability to prioritise and delegate
  • Multicultural awareness
  • Excellent communication skills (including a good standard of written and spoken English)

Aptitudes

  • Self-motivated and goal-oriented
  • Excellent interpersonal skills
  • Ability to work in a matrix structure and inspire high team spirit

Behavioural

  • Dynamic and initiative-taking personality
  • Good adaptability and flexibility
  • Ability to work well within a team environment

Performance

  • Adherence to agreed team procedures and delivery of maintenance tasks on time, to the agreed specification, timings and budget

Contacts

  • Project office team, Sales team, Account Management team, Insights team, Product team, Data Acquisition team, Data Enrichment team, QA team

In addition, the following will be an advantage:

  • Degree in computer or management studies
  • Experience of supporting SaaS solutions for customers
  • Experience working with global clients and international colleagues.
  • Second European Language

The above lists are not exhaustive and the job holder is required to undertake such duties as may reasonably be requested within the scope of the post.

Skills

Posted on

23rd February 2024

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