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  • Posted: Dec 17, 2019
    Deadline: Not specified
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    At Sage, we energise the success of businesses and communities around the world through the imagination of our people and smart technology. Sage provides small and medium sized organisations with a range of easy-to-use, online and cloud business management software and services - from accounting and payroll, to enterprise resource planning, customer relation...
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    Partner Account Sales Manager

     Key accountabilities and decision ownership: (8 or 10 max)

    • Ensuring achievement of revenue targets and consistently performing against KPIs and Departmental Standards
    • Ensure Business Partners are aware of all new product releases, offers and incentives, marketing materials and any relevant issues from the wider market place.
    • Work with our Business Partners to accurately record, update and forecast all sales pipeline and opportunities to a high standard, in line with the sales methodology.
    • Proactively encouraging growth and development within a defined base of customers and business partners.
    • Generate new business referrals, liaise with Business Partners, and complete handovers in relation to new business. Skills, know-how and experience:
    • Must have: (5 or 6 Max)
    • Background of either Partner Payroll or Partner Accounting PCI qualification.
    • Experience in the selling of sage products
    • Previous experience with working with business partner network
    • Must have own license and own vehicle
    • Must be willing to travel, regionally and internationally
    • Preferred: (2 or 3 Max)
    • Highly autonomous with the ability to work on own initiative
    • Strong customer focus and high-level customer service ethics.

    Technical / Professional Qualifications

    • Either PCI qualified in Partner Payroll, or Partner Accounting
    • Key performance indicators: (3-5 Max)
    • Must achieve the indirect sales target set for specific region.
    • Have PCI qualification in both Partner Payroll & Accounting.
    • Completed 5 Sage foundation days in the financial year Direct reports:
    • Pierre Badenhorst

    go to method of application »

    Team Leader: Chats & Emails

     

    The role is a managerial position in the Customer Success environment. They operate under the direction and guidance of the Senior Managers. The Team Leader manages individual contributors in operationally managing the completion of daily activities to achieve team success. Growing the team’s technical expertise by promoting cross-team collaboration, delivering value-added services that build confidence and our reputation as industry experts through variety of assisted and unassisted channels. This role will have shared leadership and managerial responsibilities and is accountable for metric driven success for their assigned team.

    Key Responsibilities Key Accountabilities And Decision Ownership

    • Manage the tactical execution of Customer Success by aligning the operational environment to meet the business outcomes agreed.
    • Enabling the team to deliver results through a high-performance culture that will enhance each customer relationship with Sage.
    • Lead a local or remote team to continuously evaluate the required business outcomes, engaged roles, needed behaviors, evaluate team and individual performance and required work to support programs for Customer Success.
    • Lead the reporting framework to produce quarterly formal reports on functional performance including revenue, customer satisfaction, and product impact
    • Lead skill development areas, and training needs through consultation, and coaching sessions for employee development through monthly one on ones and encouraging employees to effectively utilize their available time.
    • Monitor and manage the team to ensure out-of-line situations are immediately addressed by managing the Standard Operating Processes and ensure that these are aligned to the client response strategic objectives and ensures that processes are enhanced to meet customers' expectations.
    • Ensure that all Sage Policies and departmental Standard Operating procedures are implemented and complied with by a Sage Colleague.
    • Continually cascade information and gather of feedback with direct reports.

    Technical Competencies

    • Analyse and interpret the customer operating environment and align colleague skills to deliver support services on our Sage applications
    • Utilise various Media channels for purpose driven communications
    • Apply industry experience for situational context
    • Written communications/report writing
    • Solution orientated
    • Managing Customer expectation through difficult and complex interactions
    • Subject matter expertise advantageous

    Essential

    Skills, know-how and experience:

    • Be passionate about customer service.
    • Demonstrate excellent written and verbal communication skills and the professional problem-solving ability.
    • Demonstrate the required interpersonal skills to effectively deal with internal and external stakeholders at a variety of levels in the organisation.
    • Ability to coach, mentor and successfully manage and lead a team of individuals to meet organisational and team goals.

    Technical / Professional Qualifications

    • Matric / Grade 12 certificate
    • BCom and or similar post graduate tertiary degree
    • Strong Process Knowledge & experience
    • 3 years contact centre experience
    • Customer centricity experience
    • Previous experience having worked in projects regarding customer improvements.
    • Previous managerial experience having worked in a call centre or helpdesk or related industries would be preferred.
    • Previous experience having worked in an area which focuses on improving customer services and relations is essential.
    • Previous experience having worked with Senior Managers is essential.
    • Excellent English and writing skills.
    • Good Negotiating Skills.
    • Conflict Resolution.
    • PC Literacy and proficient on MS Office - must have advanced Word, Outlook and Power Point skills.

    Desired Work Experience

    • 2 to 5 years Client / Customer Support

    Desired Qualification Accreditation

    • Degree (Advantageous)

    Key Performance Indicators

    • Customer Satisfaction Rating >90%
    • Employee job satisfaction rating >4/5
    • Achievement of VSGM objectives

    Behavioural Competencies

    • Drives Vision & Purpose
    • Build Effective Teams
    • Develops top talent
    • Situational Adaptability
    • Drives Engagement
    • Instills Trust
    • Value Differences
    • Attracts top talent
    • Builds Networks
    • Business Insight
    • Financial Acumen
    • Global Perspective

    Key Stakeholders

    • Senior Manager

    go to method of application »

    Operations Manager Services

     The role is a senior position in the Customer Success environment. They operate under the direction and guidance of the functional Director. The Operations Manager is accountable for leading Service Team leaders and their teams to achieve success and delivering customer service excellence. Ensuring processes are continually optimized to minimize variations in achieving in our metrics, while developing and empowering colleagues to fulfill enablement activities. Leading and executing transformational change initiatives for business continuity and optimal use of channel engagement.

    Key Responsibilities Key Accountabilities And Decision Ownership

    • Lead the tactical execution of the strategy for Customer Success by aligning the operational environment to meet the business outcomes agreed.
    • Enabling the collective team to deliver results through a high performance culture that will enhance each customer relationship with Sage.
    • Lead teams locally or remotely to continuously evaluate the required business outcomes, engaged roles, needed behaviors, evaluate team and individual performance and required work to support programs for Customer Success.
    • Lead the reporting framework to produce quarterly formal reports on functional performance including revenue, customer satisfaction, and product impact for the responsible area.
    • Lead skill development areas, and training needs through consultation, and coaching sessions for employee development through monthly one on ones and encouraging employees to effectively utilize their available time.
    • Monitor and manage the team to ensure out-of-line situations are immediately addressed by managing the Standard Operating Processes and ensure that these are aligned to the client response strategic objectives and ensures that processes are enhanced to meet customers' expectations.
    • Ensure that all Sage Policies and departmental Standard Operating procedures are implemented and complied with by a Sage Colleague.
    • Continually cascade information and gather of feedback with direct reports.

    Technical Competencies

    • Managing the process of change through others;
    • Commitment to continuous process improvement
    • Building partnerships to drive collaborative initiatives
    • Apply system and design thinking to solve and optimize processes.

    Technical / Professional Qualifications

    • Matric / Grade 12 certificate
    • BCom and or similar post graduate tertiary degree
    • Strong Process Knowledge & experience
    • 3 years contact centre experience
    • Customer centricity experience
    • Previous experience having worked in projects regarding customer improvements.
    • Previous managerial experience having worked in a call centre or helpdesk or related industries would be preferred.
    • Previous experience having worked in an area which focuses on improving customer services and relations is essential.
    • Previous experience having worked with Senior Managers is essential.
    • Excellent English and writing skills.
    • Good Negotiating Skills.
    • Conflict Resolution.
    • PC Literacy and proficient on MS Office - must have advanced Word, Outlook and Power Point skills.

    Essential

    Skills, know-how and experience:

    • Be passionate about customer service.
    • Demonstrate excellent written and verbal communication skills and the professional problem-solving ability.
    • Demonstrate the required interpersonal skills to effectively deal with internal and external stakeholders at a variety of levels in the organisation.
    • Ability to coach, mentor and successfully manage and lead a team of individuals to meet organisational and team goals.

    go to method of application »

    Forecast and Pipeline Management Analyst, Sales Operations

    • Work closely with regional Forecasting and Pipeline Management lead to support:
    • Analyst regional forecasting process which clearly identifies drivers of proper sales activity, captures all relevant data elements from a pipeline management tool, and properly leverages the company’s capacity to execute) with the aim of managing and improving utilisation of tools to guide and support the business.
    • Produce sales performance analytics reporting, tracking, and interpretation of results. Inform senior level management of departmental progress and problems and offer insights and potential solutions proactively.
    • Work with sales teams to identify and implement sales methodology and pipeline best practices.
    • Work to remove any operational/organizational barriers that may impede success of the team
    • Work on complex issues where analysis of situations or data requires an in-depth knowledge of the company.


    Key Responsibilities

    •  Tertiary Qualification in Finance or Accounting or Business Administration or similar experience
    • Minimum 3 – 5 years’ experience in a forecasting reporting and analytics role in a sales driven environment

    Proven Experience Working With Large Amounts Of Data Required

    • Must be very strong in Microsoft Excel and have knowledge of pivot tables and complex formulas
    • Strong organization and problem-solving skills. Ability to efficiently and accurately manage daily responsibilities and prioritize duties. Must be detail orientated.
    • Driven – must be a self-motivated individual who is willing and able to take on
    • additional responsibility and be flexible to work overtime on month end to reach corporate deadlines.
    • Excellent Business acumen
    • Excellent understanding and utilisation of predictive analytics technologies and software modelling capabilities.
    • Deadline Driven
    • Self-starter
    • Ability to work under pressure
    • Great communication skills
    • Great analytical skills
    • Team player

    go to method of application »

    Customer Success: Programme and Readiness Lead

    As a member of the Customer Success Centre of Excellence team the candidate will be expected to provide relevant and impactful solutions by delivering incremental value and assisting the broader Customer Success organisation to achieve its strategic goals.

    Focus Areas

    • Identify business process gaps and opportunities and ultimately provide solutions that help achieve business goals.
    • Focus on proactive problem prevention while providing essential feedback to identify actionable improvements in process, services, and products to help accelerate Customer Success.
    • Focus on operational excellence by continuously enhancing operational policies and procedures, driving pro-active measures to minimise risk and down-time. Coordinate and manage all relevant Customer Success projects.

    Key Responsibilities Key Accountabilities And Decision Ownership

    • Implement Incident management strategies
    • Update (standardise), maintain and create new operating frameworks and procedures for Customer Success
    • Align processes to Global strategy
    • Managing CHIRP process: Internal communication, escalation, follow-up and feedback of any unexpected events impacting Customer experience
    • Regular GDPR compliance checks for Customer Success and follow-up actions
    • Participate in the development and implementation of Readiness activities for assigned products prior to each release. Suggest and roll out improvements to Readiness processes
    • Act as Programme Manager for Customer Success projects. Set deadlines, assign responsibilities and monitor and summarise progress of project.
    • Prepare reports for senior management regarding status of project. The role requires effective co-ordination of the programme’s projects and management of their inter-dependencies including oversight of any risks and issues arising.
    • Measure success of projects after implementation

    Must Have
    Skills, know-how and experience:

    • Ability to influence decision making, be innovative and drive accountability
    • Proven leadership and people management skills
    • Strong organisational, written and verbal communication
    • Outstanding communicator with excellent interpersonal skills
    • Ability to provide accurate and complete reports under challenging deadlines
    • Ability to work cross-functionally across teams and be confident in dealing with senior leadership and exco

    Key performance indicators: (3-5 Max)

    • Establish and embed a customer centric approach and drive the readiness strategies to create exceptional experience across the Customer Success division
    • Making the culture real by living the refreshed values, increasing colleague engagement and embed the leadership behaviours by giving back through Sage Foundation
    • Provide innovative solutions that build and improve Customer Success frameworks capabilities to solve customer problems, integrate emerging technology and accelerate the availability and adoption of Sage Business Cloud

    go to method of application »

    Accountant

    As part of the new Global Finance Organisation, a Finance Operations function is being established to manage transactional processing services across the International regional covering Purchase to Pay (P2P), Order to Cash (O2C), and Record to Report (R2R).
    This full-time role is within the R2R teams in the International Finance Operations function. The role will work on reconciling Intercompany transactions ensuring they meets the current and future needs of the business and are reflecting the underlying business terms and Sage policies. The role participates in team’s continuous improvement initiatives.
    Based in Johannesburg, the successful candidate will have experience in performing an Intercompany Analyst role in Finance Operations.

    Key Responsibilities Key Accountabilities And Decision Ownership

    • Reconciliation of the Intercompany accounts.
    • Process related manual journals and leverage off the automated Intercompany functionality on X3.
    • Intercompany monthly analysis and reporting.
    • Resolve reconciling items on a timeous basis.
    • Plan and prioritise own workload and ensure deadlines are achieved.
    • Being involved in learning and development activities, including setting a personal development plan.
    • Adopt the service culture and customer service orientation in the team.
    • Work with other teams in finance and the business to resolve issues.
    • Input to continuous improvement initiatives with the team and leading initiatives around Intercompany transactions.
    • Operating within Sage internal compliance guidance.
    • Ensuring that all regulatory compliance is adhered to.
    • Contributing to working processes being documented, standardised, modified in a controlled manner, waste eliminated and the value stream map for the area updated.
    • Contribution to the reporting, understanding and action plans around team KPIs and process controls as per Service Management Framework.
    • Keeping abreast of industry and company trends to keep up to date with future market developments.
    • Participating in departmental/companywide projects as required.
    • Covering for other Record to Report analysts.
    • Ensuring the R2R Manager remains up to date of process issues.
    • Displaying a service culture and strong customer service orientation in the teams. Skills, know-how and experience:

    Must Have At Least 3 Years’ Experience In

    • Operational accounting and reporting experience, preferably in a technology environment.
    • Experience in a service-oriented culture including management of SLAs.
    • Experience in working in a changing environment.
    • Intermediate or advanced Excel experience
    • Preferably ERP experience.
    • Preferably CRM experience.

    Technical / Professional Qualifications

    • ACA, ACCA, CIMA part or fully qualified preferable

    Key Performance Indicators

    • Accuracy – number of errors/queries
    • Stakeholder engagement effectiveness
    • Timeliness Direct reports:

    go to method of application »

    OTC Analyst

    As part of the new Global Finance Organisation, an International Finance Operations function is being established to deliver transactional processing services across Australia, Asia, Middle East, Africa and Brazil covering Purchase to Pay (P2P), Order to Cash (O2C), and Record to Report (R2R).
    This full-time role is part of one of the Credit and Collections teams for key strategic business relationships for Sage International, working closely with other internal teams to support e.g. Accountants, Business Partners, Retail and Independent Financial advisors and Banking Partners,. This role is responsible for processing the Credit and Collections activities. This role participates in continuous improvement initiatives for the team.
    Based in Johannesburg, the successful candidate will have experience in being part of a Credit and Collections team in Finance Operations.

    Key Responsibilities Key Accountabilities And Decision Ownership

    • Build effective relationships with key customers and internal Sales teams to manage risk and credit decisions and maximise cash flow.
    • Ensure all customer credits, refunds or discounts are managed and enabled.
    • Manage customer queries and payment / collections related issues to agreed targets and quality standards
    • Proactive debt chase adhering to debt chase policy and procedures, to ensure customer debt is collected as pre agreed terms. Ensuring that cash flow is optimised at all times.
    • Regular reviews of ledger balances including proactive remedies to reduce or eliminate bad debt. This will include preparation of any cases requiring escalation for legal action and the highlighting and management of any transactions or accounts which may need inclusions in bad debt or credit note provisions.
    • Being involved in learning and development activities, including setting a personal development plan.
    • Provide the required service as detailed in any Service Level Agreements (SLA) including SLA governance and relationship management.
    • Provide a customer focused service to key partners in for all financial issues that cannot be resolved via ‘my sage’ or customer services.
    • Ensure that all internal compliance guidance and external regulation is adhered to including, keeping yourself a breast of the consumer credit act, SEPA, direct debit legislation, PCI and Sage Revenue Recognition guidance
    • Ensure that work processes are documented, standardised, modified in a controlled manner, waste eliminated and the value stream map for the area updated.
    • Active participation in process improvement projects as per the Sage continuous improvement culture.
    • Contribution to the reporting, understanding and action plans around team KPIs and process controls as per Service Management Framework.
    • Participate in departmental/companywide projects as required.
    • Cover for other team/colleagues as required.
    • Ensure the Collections Manager remains up to date of process issues.
    • Displaying service culture and strong customer service orientation. Skills, know-how and experience:
    • Minimum 2 years Credit & collections experience, preferably in a technology environment including legal action.
    • Experience of managing complex accounts and relationships.
    • Experience in a service oriented culture including working within SLAs.
    • Experience in working in a changing environment.
    • Active participation in systems improvement/implementation programmes.
    • Preferably ERP experience.
    • Preferably CRM experience.

    Technical / Professional Qualifications

    • Credit control qualifications and institute membership desirable.
    • Previous training on relevant legislation e.g. PCI, CCA, Direct Debit Scheme rule, revenue recognition preferable.

    Key Performance Indicators

    • Volume processed
    • Debt volume and age
    • Timeliness
    • Effective stakeholder engagement and negotiation Direct reports:

    go to method of application »

    TeleSales Managers

    • Regional responsibility for Direct Telesales
    • Delivery of budgeted direct Sales NCA KPI’s and driving increase in PY Growth
    • Responsible for delivery of direct telesales Revenue, ARR and Customer KPIs through directional
    • Leadership and excellent execution through Team managers, Senior Consultants and Sales executives
    • Responsible for delivery of direct telesales productivity and customer access and contact standards
    • Responsible for increase of new customer volume, delivery of conversion rates and ARPAC
    • Responsible for delivery of excellent customer experience via direct telesales and telemarketing team
    • Responsible for management of NCA Direct pipeline and conversion to sale
    • Work across the NCA SSB Segment to achieve SSB objectives
    • Work with Supporting functions to achieve deliverables
    • Design, manage and execute sales across, cross sell and upsell
    • Responsible for generating and presenting analytical, Narrative / Stats – weekly, monthly and quarterly
    • Presenting to other or on behalf of Director of Direct Sales when requested
    • Drive Cross skilling across product range
    • Accountable for Team Leaders driving the vision
    • Accountable for providing leadership and management to direct subordinates which included but not limited to:

    Recruitment

    • Performance management
    • Training and development
    • Rewards management including timeous checking and submission of commission calculations
    • Employee Relations

    Key Responsibilities Key Responsibilities
    Key accountabilities and decision ownership: (8 or 10 max)

    • Manage and exceed agreed revenue budgets
    • Ensure the telesales team’s performance standards are exceeded through weekly coaching activities and staff mentorship
    • Ensure commissions and incentives are correctly computed and submitted timeously
    • Manage departmental internal systems and enhance reporting functions and features, to enhance the training booking system, customer experience and sales process
    • Support the various product teams, business partners and additional stakeholders by ensuring there are solutions and resources to meet their needs
    • Ensure the team is adequately supported and is trained to the appropriate skill level, aligned with the certification of Sage products
    • Manage a marketing strategy and drive campaigns to support budgets and sales objectives
    • Ensure that credit notes and outstanding payments are kept to a minimum
    • Drive strategically imperative projects optimally according to the agreed to timelines (any delays are timeously communicated)
    • Generate quality leads for team
    • Ensure all customer interactions, whether telephonic or via email, are optimal and create an exceptional customer experience
    • Ensure all departmental hardware, software and budgetary requirements are accurately and optimally managed
    • Ensure appropriate team capacity planning (incl. accurate job descriptions, minimal vacancies)
    • Manage staff performance and personal development plans (incl. setting KPAs/ KPIs, bi-annual performance discussions, performance management) Skills, know-how and experience:

    Must have: (5 or 6 Max)

    • Excellent written and verbal communication skills in business English
    • Strong Analytical Skills
    • Preferable knowledge of Accounting and Payroll products
    • Committed to delivery-based outcomes
    • Willing to take on additional responsibility
    • Excellent analytical skills, strong communications and interpersonal skills
    • Excellent capabilities in business team motivation, High level of business skills
    • Highly motivated self-starter – ability to manage multiple stakeholders under pressure and at different levels in the organisation
    • Demonstrates and demands personal commitment to team goals
    • A minimum of 2- 5 years’ experience with regard to team management in a high-performance environment
    • A minimum of 1+ Experience of leading telesales activities in direct model
    • Proficient in business Internal System’s

    Preferred: (2 or 3 Max)

    • Experience of leading telemarketing teams
    • Experience on dotted line management and solid line management
    • Extensive understanding of internal systems
    • Experience managing performance and driving a culture of learning and excellence
    • Driven, self-motivated individual that can achieve objectives and problem solve within a high paced, stressful environment
    • Strong numerical and quantitative skills with the ability to provide accurate reporting, forecasting and planning
    • Well organised with strong time management skills and ability to juggle multiple objectives according to prescribed procedures and processes
    • Exceptional verbal and written communication skills with the ability to build longstanding relationships with all employee levels, business partners and customers
    • Ability to accept and perform new job responsibilities as needed
    • Positive, solutions-based attitude with an affinity towards providing excellent customer service and motivate colleagues toward group objectives
    • Technical / professional qualifications
    • Degree or equivalent, Business / Finance qualification is advantageous
    • Exceptional knowledge of MS Office Suite (PowerPoint, Outlook, Word and Excel) & Visio

    Key performance indicators: (3-5 Max)

    • Achievement of Revenue budget
    • Achievement of 12% of off-plan base reactivation
    • Achievement of FY19 training targets Direct reports:
    • Direct Accounting and Payroll Team
    • Budget owned:
    • R30 Million

    Method of Application

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