Address
Form of work
SalaryMy 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.
