Overview
Operations Support Specialist, Customer Service/HelpDesk Jobs in Johannesburg, South Africa at FirstRand Limited
Job Description
The Operations Support Specialist acts as the dedicated operational contact for high‑value clients, ensuring seamless service delivery through strong operational expertise, professional client engagement, and disciplined process execution. The role combines hands‑on support ownership with proactive monitoring and relationship management to drive service excellence.
Responsibilities
- Act as the assigned Operations SME for designated high‑touch clients within Dynamics.
- Monitor, fulfil and manage all client cases logged via the Solutions Desk mailbox, ensuring cases are actioned in line with priority levels.
- Be involved with the onboarding aspect for high‑value clients.
- Maintain a deep understanding of each client’s products and services.
- Perform daily manual monitoring checks to proactively identify risks, failures, or performance degradation.
- Flag potential issues early and initiate preventative actions to avoid client impact.
- Monitor Whats App escalation channels and ensure all issues are addressed promptly.
- Take ownership of escalations and drive resolution across internal teams and banking partners.
- Ensure Priority1 (P1) incidents are immediately escalated and actively managed to resolution.
- Receive and assess IT‑related incidents impacting clients, ensuring relevant communication and follow‑through.
- Review and contribute to Root Cause Analysis (RCA) where required.
- Set up and chair monthly support engagement with the client in collaboration with the RM.
- Remain on standby for direct client engagements to support rapid issue resolution.
- Prepare thoroughly for engagements by having a clear view of:
- Open cases and latest updates
- Active incidents impacting the client (e.g., mandates, collections)
- Alignment with the Relationship Manager (RM) prior to discussions
- Drive performance against defined metrics for high‑touch clients:
- SLA adherence:
Target ≥90% across all priorities. - Client Effort Score: ≥5.6.
- Client Trust Indicator:
Maintain Green status.
- SLA adherence:
- Actively identify and address performance gaps to improve service delivery.
- Prepare structured updates for leadership engagements including:
- Prior month SLA performance
- Open tickets and status updates
- Incidents impacting client operations
- Client trust risks or concerns
- Analysis and feedback on P1 failures
- The role will remain part of the support team for day‑to‑day support (as far as capacity allows) and be included for Standby and Saturday work rotation.
Key Skills & Experience
- Strong payment product knowledge
- Strong Payment operational and support experience (Min3 years)
- Understanding of payment processing, collections, mandates, and reconciliation
- Understanding of case management and SLA‑driven environments
- Strong analytical and problem‑solving capability
- Demonstrated ability to proactively monitor systems, manage multiple priorities, and drive resolution end‑to‑end
- Experience with Dynamics
365 - Advanced proficiency in Microsoft Suite
Application Details
Applications close on 26
July
2024.
Employment Equity Statement
All appointments will be made in line with First Rand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfil this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose it to other parties.
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Title: Operations Support Specialist, Customer Service/HelpDesk
Company: FirstRand Limited
Location: Johannesburg, South Africa
Category: