Business Operations Executive at MNSS Limited

General Role

• This person will provide support to the Business Manager and will be responsible for a variety of tasks including contract management, processes and procedures, documentation, reporting and related operational tasks under the direction of the BM.
• Must have been exposed to project management methodologies and governance processes. Very strong logical, strategic and critical thinking and analytical skills needed in this role Key Roles & Responsibilities

Duties and Responsibilities

• Managing and monitoring customer accounts (renewals and instalments)
• Managing and monitoring customer records (vetting and updates).
• Follow-up of current and old customers to ensure continuity and customer satisfaction.
• Manage the effectiveness of Corporate Messenger Service (CMS), its staff and clients.
• Sourcing new customer care initiatives.
• Prepare bi-monthly status reports for the BM.
• Prepare monthly Key Performance Indicator Reports for the MD.
• Conducting, compiling and recording monthly customer satisfaction surveys and initiating reasonable solutions to issues and suggestions raised and success.
• Maintaining the integrity of the company’s rules around customer credit and debt collection.
• Drafting welcome letters, contract termination letters and general notices to customers.
• Drafting general notices and letters to company staff and company directors.
• Drafting general notices and letters to company current and “hot” clients.
• Provide assistance to customers using the organisation’s products or services.
• Identifying customer needs beyond those initially expressed and providing reasonable solutions for those needs
• Support the BM in the management of day to day interaction
• Conduct ad-hoc analysis upon request
• Highlighting Senior Management of all Risks, Assumptions, Issues and Dependencies.
• Sourcing for suppliers and maintaining contact with them.
• Requesting for quotations and proposals from suppliers as at when due, accessing them and selecting the best.
• Managing company service officers; ensuring the service officers run the services consistently in line with company policies and procedures.
• Updating of policy and procedural documentation
• Managing company processes for all domains by defining, reviewing, engaging in the change control of the process, testing and implementing the process.
• Plan, Supervise and update leave/out of office spread sheet
• Handling recruitment. Contact job websites (eg Pushcv, Careers24)
• Offer letter and Induction spreadsheet are in the HR folder
• Handling HR related BSS.

Accountabilities:

• Seamless execution of the organizations operations
• Implemented policies and procedures for all employees, clients and contractors
• Day-to-day oversight of the company’s operations
• Implementing cost reduction strategies for the organization

Key Interfaces:

• All functional heads.
• BM and MD.
• Company Clients.
  

Job Attributes

• Must have very strong MS Office experience.
• Must be a good communicator and have excellent writing skills.
• Ability to think analytically and creatively to identify potential solutions to key issues.