Business Operations Specialist

Manpower

Job Description Summary 

As a Business Operations Specialist, you will manage different stages of our installed base lifecycle from addition to end of life. You will do this by entering customer quotations/contracts in the Service ERP, ensuring timely and accurate billing of customers for contract and non-contract services and managing various communications with customers. You will also assist in deployment of the new Service CRM, Service Max, working on data preparation, migration, hyper care process through collaboration with multiple stakeholders.

Job Description

Roles& Responsibilities

·       Responsible for GEHC customer service contract and warranty loading into all applicable Service ERPs including additions, deletions, and modifications to existing contracts.

·       Responsible for timely and accurate billing of customers for contract and non-contract services.

·       Responsible to install base data entry, installed base creation, deletion or modification and provide data quality for assigned area.

·       Maintain Install database accuracy by supporting field team and external customers via phone and email.

·       Work closely with field service sales and service, service marketing, and commercial solutions to resolve technical and process-related issues.

·       Give support to finance and cash collection teams for timely resolution of customer disputes (Concessions, Penalties, Write offs, Credit Notes)

·       Manage End of Service Life processes by sharing letters with customers as required

·       Effectively focus and prioritize various projects, drive process improvement initiatives to standardize & change way of doings

·       Play an active role in deployment of the new Service CRM, Service Max, working on data preparation and migration through collaboration with multiple stakeholders

·       Support Finance team during month, quarter and year-end financial closing  

·       Ensure prompt customer support for all contract and non-contract related questions

·       Complete all planned Quality & Compliance training within the defined deadlines

·       Follow Quality Assurance processes including proper archiving of contract and non-contract documentation (proposals, signed contracts, service reports, invoices)

·       Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position

·       Identify and report any quality or compliance concerns and take immediate corrective action as required

Required Qualifications& Requirements:

1.     Bachelor’s Degree in Business or related field of study

2.     Proficiency in English

3.     Excellent organizational and time management skills

4.     Ability to prioritize and meet deadlines, follow up and attention to detail

5.     Adaptable to multiple requests and daily changes

6.     Excellent analytical and communication skills with the ability to communicate with internal& external teams and customers at all levels

7.     Act effectively and be self-motivated

8.     Ability to be part of an effective project management

9.     Ability to show a decision-making capability and take initiative once required

10.   Ability to focus on process improvements to eliminate non-value-added items