Jobs Available at Ignition Group

Key roles and responsibilities:

Financial Recordkeeping and Compliance 

• Maintaining records of financial transactions. 
• Ensuring compliance with legal requirements. 
• Timeously obtaining supporting documents for financial transactions. 
• Ensuring audit trails are attached to reconciliations and invoices. 
• Responding to and resolving queries made by suppliers related to payments. 

Account Management and Reconciliation 

• Maintaining subsidiary accounts. 
• Verifying, allocating, and posting transactions to subsidiary accounts. 
• Balancing subsidiary accounts through reconciliation. 
• Maintaining the general ledger. 
• Transferring subsidiary account summaries to the general ledger. 
• Balancing the general ledger through trial balance preparation and reconciliation. 
• Performing account reconciliations to assess transaction accuracy. 
• Reconciling reports to third-party records such as bank statements. 

Financial Reporting and Analysis 

• Capturing monthly income statements for management accounts. 
• Collecting, analyzing, and summarizing account information and trends for financial reporting. 
• Preparing financial reports. 

Transaction Processing and Invoice Management 

• Raising invoices and recording them in the correct accounting periods. 
• Processing payments for invoices. 
• Resolving discrepancies and collaborating across various finance and non-finance functions. 
• Retrieving statements and obtaining approvals to validate transactions. 
• Preparing monthly journals, including accruals, depreciation, and cost allocations. 

Process Improvement and Automation 

• Recommending improvements in efficiency using automation. 
• Administering and managing petty cash. 

Education and training: 

• National Senior Certificate (NQF 4) 
• Degree in business, e.g., Bcom (Accounting), Economics, Finance, Business Administration, etc 

Experience: 

• 1-2 years similar experience as a Financial Accounting Practitioner 
• Experience working with the MS office suite, including MS excel and MS word. 
• Experience with financial accounting software. 
• Experience with invoicing and billing. 
• Experience dealing with internal and external stakeholders 

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Key Focus and Duties:

Dialler Support and Management

• Cleaning and loading the data onto the dialler.
• Manage a team of dialler Administrators to ensure efficiency and productivity.
• Reviewing previous days performance to make recommendations on and agreeing, communicating, and delivering dialling plan for the day.
• Reporting dialler issues to relevant stakeholders and following through to resolution.
• Optimise resource and KPI achievement through monitoring and managing real time adherence.

Contact Strategies

• Review dialler set up and performance on an on-going basis to make recommendations on changes to contact strategies to drive improvements in contact rates and operational performance.
• Manage dialler throughout the day to deliver key dialler metrics and adherence to regulatory bodies.
• Develop and use operational reports to drive fact-based decisions on operational performance and process initiatives.

File Penetration and Dialler Metrics

• Min 99% attempts on all leads received.
• Avg attempts per lead 5.
• Connect to dial 50%
• RPC to unique lead 50%

Operational Relationship Management

• Delivering data performance KPI’s.
• Identify, communicate, and implement actions to address any risks to delivery of data/dialler targets.
• Support operations with insights on agent performance deviances to expectations.
• Track and communicate benefits of changes and initiatives implemented.

Requirements

We’d love to hear from you if...

• You have a Matric Qualification?
• 3-5 years' Experience as a Dialler Analyst?
• Minimum of 2 years’ experience in the interpretation of call centre analysis.
• Knowledge of contact centre systems and processes.
• Experience in running and completing projects to completion.
• Ability to consolidate and analyse information to identify creative new ways of working and innovative solutions to problem.
• Ability to package ideas and results in a logical, understandable, and compelling way for both technical and non-technical audiences.

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Key Responsibilities:

Vendor Management:

• Manage IT vendors, including Netsurit (infrastructure, first-line, second-line, and Windows/Server administration).
• Ensure adherence to SLAs and review vendor performance.
• Handle escalations, ensure Root Cause Analysis (RCA) is provided to clients when necessary.

Policy Management & Compliance:

• Ensure policies are in place for security, IT operations, and service delivery.
• Enforce adherence to security protocols and IT operational policies across the contact center.

IT Projects & Onboarding:

• Lead IT-related projects, including new system integrations and technology upgrades.
• Oversee the onboarding and offboarding of users within internal IT systems and partner systems.

Dialler Management:

• Oversee the dialler team to ensure KPIs are met for outbound and inbound call handling.
• Manage dialler vendors to ensure performance is aligned with company standards.

Monitoring & Incident Management:

• Ensure the use of monitoring tools to track system performance, outages, and related incidents.
• Track downtime and incidents impacting contact center operations and report findings to stakeholders.

Reporting & Audits:

• Prepare and present monthly reports on IT operations, vendor performance, downtime, user audits, and KPIs.
• Conduct IT audits to ensure compliance with internal policies and external regulations.

User Management:

• Oversee user access and permissions, ensuring proper onboarding/offboarding within IT systems and external partner systems.
• Track and report on user activity to ensure compliance and security standards are met.

Requirements

Required Skills & Experience:

• Proven experience in IT management with a strong emphasis on network engineering within a contact centre or similar environment. Strong vendor management and service delivery experience.
• In-depth knowledge of network infrastructure, including routing, switching, firewalls, VPNs, and SD-WAN solutions.
• Solid understanding of IT systems, network infrastructure, and security protocols.
• Experience with dialler systems, including performance management and KPIs.
• Ability to manage and lead cross-functional teams.
• Excellent communication skills for working with both internal teams and external partners.
• Knowledge of IT audits, compliance, and security frameworks.
• Strong project management skills and experience managing IT system implementations.
• Ability to work under pressure and handle multiple priorities in a 24/7 operational environment.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Network certifications.
• Relevant IT certifications are a plus.
• 5+ years of experience in IT management.
• Familiarity with ITIL processes and service management practices.

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Description

Query resolution

• Attend to HR queries from employees and management to ensure the accuracy, security, and compliance of all employee data on relevant systems
• Serve as a HR subject matter expert and point of escalation for employee related queries
• Provide support to employee on various HR aspects
• Provide advise and recommendations to HR personnel for resolution of daily issues
• Coaches managers in dealing with employees in difficult situations
• Ensure a consistent and high level of customer service and operational excellence that will ensure transactions are resolved efficiently and in full compliance with relevant legal, company and process requirements

HR process and policy implementation and consultation

• Administer and implement assigned HR services operations and processes
• Attract and select the right people in the company
• Ensure that performance management processes have been implemented effectively and efficiently
• Serve as internal consultant by analysing the effectiveness of the company’s current HR programs and recommending improvements
• Ensure HR programs and services are in compliance with established policies, procedures and legislation
• Provide frequent and instant feedback to management about the people management practices
• Implement company policies and procedures

Project implementation

• Work with management to implement the HR strategy
• Engage in different people management projects in the business unit
• Support a diverse variety of HR Operations projects that range significantly in size and complexity

HR service operations and administration

• Oversees HR administration in the company or assigned business unit
• Participate in workforce administration processes (time and attendance, talent acquisition, compensation and benefits, etc)
• Ensure that data contained in HR systems is accurate and in compliance with legislation and HR processes
• Maintain knowledge of trends, best practices, regulatory changes, and new technologies in human resources, talent management, and employment law
• Provide guidance and interpretation for business operations

Education and training:

• Diploma in Human Resources, Business or a related field
• Bachelors degree in HR would be advantageous
• Labour Relations certification (advantageous)

Experience:

• At least 2-3 years’ experience working in a HR environment of which 1-2 years in a HR Operations Consultant position
• Experience implementing and managing projects.
• Experience with HR software, like HRIS.
• Experience managing conflict and sensitive issues and achieving positive outcomes.
• Experience developing and managing change projects and programmes.
• Experience delivering strategic priorities within strict timelines.
• Experience implementing workforce plans that reflect company/departmental need.
• Proven experience in working closely with a variety of internal and external stakeholders at different levels in the business.