The key responsibilities of this role are to supervise a team that provides efficient, high quality, timely, and compliant support services in the Finance Operations environment.
The role supports the key financial operations functions of the environment and contributes to initiatives that aim to improve business process, service delivery, customer satisfaction and achieve shared team goals.
Key Responsibilities
* Provide a high level of customer service in responding to customer enquiries in a call centre environment.
* Answer telephone calls and resolve customer enquiries or transfer the call to relevant subject matter experts.
* Respond to and interact with customers via live chat enquiries.
* Respond to, allocate or process email and online enquiries.
* Contribute to the achievement of key performance indicators and service deliverables for the finance operations environment.
* Provide guidance and ensure compliance with the work practices, procedures, guidelines and relevant instructions of the finance operations environment.
* Display a consistent and ongoing commitment to high quality customer service principles, practices and behaviors whilst maintaining and establishing relationships with internal and external stakeholders.
* Create and maintain records by inputting data into case management systems accurately, within agreed timeframes and in accordance with processes.
* Identify and promote initiatives aimed at improving business process, service delivery, customer satisfaction and that contribute to a culture of continuous improvement.
Professional / Technical Skills and Knowledge
* Advanced computer keyboard skills
* Demonstrated capability in a high-volume finance operations environment with a strong understanding of accounts payable, accounts receivable, banking and financial reporting functions.
* High level problem solving and analytical skills.
Behavioural Capabilities
* Ability to work effectively as a member of a high performing team, including commitment to assisting others.
* Focused on customer needs and providing an exceptional customer experience.
* Ability to quickly understand and follow directions, policies and agreed procedures to complete tasks.
* Great organisational skills with the ability to effectively manage multiple tasks, including the ability to work under varying levels of pressure in a continuously changing and fast paced environment.
* Ability to communicate clearly, verbally and in writing, with a range of stakeholders at all levels.
* Willingness to continue learning, develop knowledge, experience, skills and technical expertise.
* Ability to demonstrate empathy and compassion.
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