Digital Operations Lead - Johannesburg, South Africa - Optimal Growth Technologies

Optimal Growth Technologies

Verified Company

Johannesburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Job Summary:

As a Digital Operations Specialist reporting to the

Portfolio Manager:

Digital Operations, you will play a critical role in ensuring the functionality of Digital Channels and empowering customers to self-serve.

Your responsibilities include investigating customer queries, addressing technical faults, driving efficient incident resolution, and enhancing overall customer service.

Additionally, you will actively identify gaps between IT and Business, proposing and implementing innovative solutions and new workflows through continuous improvement initiatives.

Key Responsibilities:

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Digital Channels Management:

Ensure the seamless functionality of Digital Channels, enabling customers to effectively selfserve. Investigate and address customer queries and technical faults promptly.

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Incident Resolution:

Drive effective incident resolution, collaborating with crossfunctional teams to minimize customer impact. Implement preventive measures to enhance Digital Channels' reliability.

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Gap Identification and Solutions:

Identify gaps between IT and Business operations affecting Digital Channels. Propose and implement innovative solutions and new workflows to bridge these gaps.

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Continuous Improvement:

Actively seek continuous improvement opportunities in digital operations. Implement changes to enhance efficiency, customer satisfaction, and overall performance.

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Collaboration:

Collaborate with various departments to ensure alignment between Digital Operations and overall business objectives. Facilitate effective communication and cooperation among crossfunctional teams.

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Exposure and Growth:

Gain exposure to other departments within the organization, fostering a holistic understanding of business operations. Leverage the opportunity for personal growth and selfdevelopment.

Qualifications and Skills:

Bachelors degree in a relevant field (e.g., Business, Information Technology, Digital Marketing).Proven experience in Digital Operations, with a focus on ensuring customer selfservice capabilities. Strong analytical and problemsolving skills to investigate and address technical issues. Knowledge of incident resolution best practices and preventive measures. Demonstrated ability to identify gaps between IT and Business and implement effective solutions. Experience in driving continuous improvement initiatives in digital processes. Excellent communication and collaboration skills. A proactive mindset with the ability to thrive in a dynamic and fastpaced environment.