Operations Admin Associate

Join our Caribbean FinTech company seeking to add a passionate, Operations Admin Associate to our growing team! As the successful candidate, you will be motivated, customer obsessed, have keen attention to detail and a sterling communicator.

The Operations Admin Associate will support the Customer Care and Operations units reporting to the COO.  The incumbent will maintain a library of all Company processes, SLAs, contract processes, business continuity plans, and risk assessment.  This role is responsible for maintaining documentation of adherence to contract terms for each contract, including collaborating with the Company's unit leaders to identify and report any issues with contract deliverables.  The role will support communication and efficiency through all parties to facilitate synergies and meet expectations and SLAs. Apply methodologies and principles to define, record, analyse and reengineer processes to foster operational efficiency, operational risk management, revenue growth and customer delight.

Core Functions:

•  Support the process, tools, and resources used to manage the Company's Customer Experience.
• Support the establishment of workgroups to address service issues identified based on customer feedback received.
• Provide support in assessing the impact of service issues and guide the implementation of long-term solutions to drive service improvements. 
• Follow up with departments for responses to queries, including those raised in Audits carried out by internal or external auditors.
• Maintain a library of all Company processes, SLAs, contract processes, business continuity plan, and risk assessment.
• Support the onboarding of new suppliers and vendors to the Company by collaborating with Group Legal, Group Finance (Taxation), and the NCB Procurement Team in ensuring all policies and processes are adhered to for the vendor to be appropriately integrated.
• Create requisitions on behalf of the Company using the ORACLE Procurement system.
• Manage the vendor’s end-to-end experience and expectations from onboarding to payments providing updates and requesting relevant documentation to facilitate a smooth process.
• Responsible for applying generally accepted business analysis methodology as well as agile methodologies, including lean and scrum.
• Support the Unit Head in implementing the process changes identified