Commercial Administrator at SBV Services (Pty) Ltd.

Description

Customer Onboarding and Lifecycle Management (Core)

• Receive customer information from internal stakeholders and/or directly from customer. 
• Validate information for quality against standard operating procedures and remediate if required. 
• Create and maintain user profiles by customer type in alignment with standard operating procedures and agreed service level agreements.
• Onboard customers onto multiple business applications (Core cash systems, financial systems, and customer platform). 
• Perform ongoing maintenance on Customer profiles in alignment with change requests. 
• Create new user accounts on approval from Centre Managers. 
• Offboard customers in alignment with termination processes. 
• Update the relevant system in accordance with off boarding standard operating procedures. 
• Provide offboarding reports to the relevant departments, including Billing.
• Create test IBTs for User Acceptance Testing environments. 
• Conduct reviews, reconciliations, and audits to ascertain that the onboarding and customer lifecycle management processes are effective.
• Maintain a high level of process quality and consistency. 

Customer Onboarding and Lifecycle Management (SBV Connect)

• Maintain user master list for the Customer platform.
• Provide ongoing user support internally and externally for example: password management.  
• Communicate effectively with external customers on processes and timelines.
• Escalate service failures which cannot be remediated to responsible business areas. 
• Compile management reports and distribute to key stakeholders as and when required.
• Identify problem areas and devise solutions to enhance quality of service to reduce potential complaints and incidents. 

Data and Reporting

• Manage the onboarding/maintenance and offboarding reports for accuracy. 
• Ascertain/validate that accurate data is loaded onto system for business requirements and billing purposes. 
• Report system faults to assist developers to resolve issues. 
• Provide monthly reports on user and service management metrics. 
• Conduct root cause analysis, identify trends and provide insights on key performance indicators, for example volumes onboarded and offboarded. 
• Identify data quality issues and maintain data quality register for business improvements. 
• Support with data cleaning initiatives.

Continuous Improvement 

• Identify process and data improvement gaps to enable continuous improvement. 
• Identify opportunities to improve system workflows and performance. 
• Provide input into the digitization of customer processes. 

General Support 

• Provide administrative support for specific Commercial department deliverables (incl. ISO Quality Management, contract management)
• Schedule Commercial team meetings, coordinate attendance and support with minutes. 
• Create and maintain a central document repository for the Commercial department. 
• Provide ad hoc support to the Commercial team for specific departmental deliverables. 

Requirements

Minimum Education and Experience Requirements

• 3 years’ administrative related experience, or high potential candidate.
• Matric 
• Relevant Diploma/or equivalent qualification preferably at NQF 6, or high potential candidate