Role purpose:
The Operations Specialist (OPS) is responsible for the timely and accurate processing of all system and workflow tasks related to a customer’s lease. The OPS team provides a critical function in executing all customer-facing operational activities across the lifecycle of the lease and in managing the customer, supplier and other stakeholders across this process.
The OPS works hand-in-hand with the Customer Experience Specialist to ensure customer-related system and functional tasks are completed within agreed service levels and processing times. Accuracy and detail are considered key to the success of this role, with an objective of standardising tasks where possible to ensure more efficient workflow management.
The OPS team are considered system experts for all leasing activities and a main point of contact for our customers.
You will be joining a great team, based in Egham, where you will be working in the office 3 days per week and 2 days working from home.
1 Key Tasks
System Workflow Processing
- Order and Delivery: creating orders on behalf of the customer/CHG, following up on contractual delivery and signatures
- Lease Processing: processing purchases (invoices), lease schedule creation, installation certificates, invoice group creation
- In Life Processing: portfolio updates, lease schedule adjustments
- End of Lease: return processing, preparing collections, creating sales agreements, extension or run-on processing
Supplier Engagement
- Creating suppliers in CRM
- Liaising with suppliers in payment updates and/or purchase queries
Document Management
- Mail in and out documentation (incl. general document preparation)
- ELO document storage and workflow
Customer Service
- Liaising with customers on standard queries and tasks as requested by Account Managers, the Customer directly or the Customer Experience Specialist.
- Regular engagement with Customer Experience Specialist in identifying issues with process and/or raising of escalations.
- Engagement with regional OPS network in the identification of task standardisation (where possible) and process improvement opportunities.
- Ad hoc reporting/data requirements, as required.
Adherence to Process Controlling:
- Purchases
- End of Lease Requests
- Lease Schedule and Document Creation
- Invoices and Asset Allocation
2 Required Skills
Technical Skills
Fundamentals
- Understanding of, or exposure to, general finance and/or leasing.
- Good level of excel, reconciliation and analysis skills
- Experience with ticketing or email systems
- Contractual understanding
To be developed:
- In-depth process and workflow understanding of in-house used systems (iClass, CRM etc.)
- Strong understanding of asset/IT fleet management
- Leasing models
- Lease Rate Factors and calculations
- MLA and Lease Schedule understanding
Soft Skills
- Strong attention to detail and high level of accuracy
- Organizational skills and ability to muti-tasks or balance workload
- Ability to learn quickly and drive efficiencies
- Customer Service – able to respond holistically and clearly to customer requests (standard/flow customers only) in a professional manner, particularly in writing.