Production Coordinator - Bryanston at Catch

Job Description

• Our client has been innovating and delivering solutions to the Proptech and Fintech sectors within South Africa for the last 30 years. Their solutions enable businesses to effectively and compliantly onboard customers while mitigating their risk of processing fraudulent transactions.
• The role is for an experienced Production Coordinator to be a part of the team supporting customers and maintaining operational excellence from their products and services.  Reporting directly to the Head of Operations, your focus will be across the spectrum of operations from on-boarding of new customers, to support and maintenance of operational issues, to producing production reports and insights, to advising the technical teams on issue of quality and supportability.  You will have input into the analysis and understanding of customer experience with the view of optimising service quality.
• They are looking for someone with a good cultural fit who aspires to the same outcomes as them.
• A technically sound approach is essential but so too is an openminded willingness to innovate and create.
• An autonomous self-driven individual who excels at getting the right things done.
• The role requires a mature Production Coordinator who is knowledgeable and proficient in their craft and takes utmost pride in their work.

Requirements:

• At least 5 years of direct exposure in the role of Production Coordinator, providing products and services to the Financial Services Sector.
• Very good working knowledge of the Microsoft Office suite of products, especially Excel.
• Must have exemplary communication skills and be able to communicate clearly and effectively.  Accurate communication is key.
• Must have the ability to learn quickly and grasp new concepts.
• Problem solving and analytical skills are required.
• Must be able to pay attention to detail and possess the desire to carry a task through to completion.
• Good time management skills are critical.  Multi-tasking is an important skill, but the successful candidate must also be able to prioritise activities  - understanding which are more critical than others - and concentrate on them.
• Plans and manages appropriately: holds self and team accountable for achieving goals.
• Must have the ability to communicate clearly and effectively.  English mandatory.  Other languages beneficial but not essential.
• Must have strong interpersonal skills and be able to collaborate with others.
• Must be self-reliant and capable of working independently while still able to work with other members of the team.
• Proactively builds relationships and generates effective discussion and mutual support for plans and ideas.
• Proactively seeks out new knowledge sources and uses and shares knowledge effectively.
• Strives for excellence, sets and measures challenging objectives for self and others and gives evidence-based feedback that helps others to excel.
• Must possess the ability to think clearly and rationally about what to do, including the ability to engage in reflective and independent thinking.
• Must be able to think strategically and take action accordingly.
• Must possess excellent documentation and writing skills in order to ensure documents are written in a clear and concise manner and at a level that is appropriate for all stakeholders.
• Must possess the ability to work under pressure and be able to meet deadlines.

Qualifications:

• Relevant tertiary qualification.
• Direct prior experience working as a production coordinator.

Experience:

• A minimum of 5 years of previous working experience is essential
• Must be highly computer literate, with above average MS Office skills, particularly MS Excel and MSWord.
• Experience within the financial services sector is considered an advantage.
• Own transport is essential as the successful candidate may be required to travel to clients from time to time.

Role and responsibilities:

The successful candidate will report directly to the Head of Operations and will be responsible for the following.

• Have a working knowledge of all software developed by the Client in order to provide 1st and 2nd level support on all their products and services.
• Logging of projects and tasks in the ticketing system, following up with affected parties, updating tickets and tracking through to resolution.
• Liaising with the development team on issues and working to provide additional information as and when required. Analytical skills required to understand nature of problems at hand.
• Facilitating client onboarding through basic project management.
• Liaising with 1st and 2nd level support teams internally and externally.
• Final stage product testing as a part of the quality assurance and defect management functions.
• Preparing daily, weekly and monthly project reports and Monthly MI (stats)
• Attend meetings and from time to time take minutes for distribution to other meeting attendees.
• Preparation of training material and release notes for new and/or updated software.
• Preparation of presentations for certain meetings.  Microsoft Powerpoint skills required.
• Training of new users who will be utilising products developed by the Client.
• Preparation of release notes.
• Distribution and management of disputes arising from misuse of products.
• Communication to all stakeholders pertaining to rollout status/updates.
• Monitoring system performance for both internal and external systems to ensure that any downtime/problems encountered are identified, escalated and resolved quickly and efficiently and in accordance with SLAs.
• Reporting downtime in accordance with existing escalation processes.
• Liaising with technicians and contractors to ensure timely and efficient completion of tasks/projects.
• Liaising with sales/business teams for Weekly project updates and updating the ticket system.
• Efficient communication of issues and proper documentation of the entire process for each task/project.
• Facilitate communication of between sales/business teams and technical tea
• Keep up to date with all Project Office activity so that they can pick up any project/task in the event that another member of the team is unavailable/occupied.
• May be required to work overtime from time to time for deployments that occur outside of office hours.