Open Jobs at Achievement Awards Group

Description

Achievement Awards Group is seeking an experienced and motivated Business Process Automation Specialist to join our dynamic team. With a strong background in RPA technologies, excellent analytical and problem-solving skills, you will primarily work within the Microsoft Power Platform environment. 

As a Business Process Automation Specialist, you will play a crucial role in that you are accountable for proactively supporting the design, development, implementation and support of automation solutions optimizing AAGroup business processes and driving efficiency.   

You will lead the Business Process Automation life cycle within Achievement Awards Group, from the identification of automation opportunities to the design, development, deployment, on-going support and continuous improvement of implemented solutions.  If you are a detail-oriented professional with a passion for automation, we invite you to apply for this exciting opportunity.

 As a Business Process Automation Specialist, you will be accountable for:

• Providing clarity and guidance on business process and automation policies, processes and procedures.
• Analysing, evaluating, and reviewing existing business processes and workflows to identify automation opportunities, and inefficiencies.
• Support Business Case development and measurement.
• Lead the development of initiatives to automate manual and/or repetitive tasks, improve efficiency and overall productivity.
• Supporting process owners, teams and peers to understand business requirements, and challenges.
• Lead in the development and implementation of automated workflows and business using Microsoft applications.
• Ensuring data security, integrity, and compliance throughout the workflow integration process.
• Identifying, defining and implementing measurement criteria for success and report on impact of automation initiatives.
• Partnering with the relevant teams to conduct quality assurance and testing activities to ensure the dependability, efficiency and accuracy of business process, workflows and automation solutions.
• Maintaining accurate documentation of business processes, workflows and integration automation solutions.
• Participating in the execution all the process improvements by the organisation.
• Providing process automation advice across the generalist range of the role.
• Creating and automating always-on reports on business process automation metrics and providing information on approaching automation solutions initiatives.
• Supporting, and mentoring employees through communication, information sharing, knowledge management by creating a Community of Practice (COP).
• Researching new methodologies, best practices and tools and recommend enhancements to business processes, workflows and automation solutions.
• Providing ongoing support to the organisation in business process improvement and workflow implementation, deployment, and training.
• Providing on-going support of deployed automated solutions.
• Continuously improving automated business processes, workflows and integration automation solutions through the use of Microsoft tools.

Knowledge, skills and attributes:

• Demonstrated knowledge of business process automation and workflow principles.
• Strong knowledge of relevant legislation and related regulations.
• Strong knowledge of principles and procedures of business process automation and workflows.
• Demonstrate relevant business process and functional knowledge.
• Display a high level of internal and external client focus and orientation.
• Strong problem analysis and solution formulation skills.
• Demonstrate the ability to exercise sound judgement on business process automation.
• Strong knowledge of automation technologies, such as Robotic Process Automation (RPA), workflow management systems, Business Process Management (BPM) tools, etc.
• Demonstrate the ability to build and sustain effective working relationships with employees at all levels in the organisation.
• Ability to facilitate contact between different people.
• Ability to explain ideas and concepts in a simplified manner.
• Strong interpersonal skills and ability to communicate with employees at all levels.
• Project management skills to manage multiple automation projects and meet deadlines.
• Continuous learning mindset and ability to stay updated on emerging automation trends and technologies.
• Strong understanding of data security, integrity and compliance standards.

Requirements

Education and training:

• National Senior Certificate (NQF 4).
• Bachelor’s degree in computer science, information systems, or related field.
• Relevant certifications.

Experience:

• At least 6 years’ experience in a similar automation position in a related industry.
• Experience in Business Process Management, workflow and automation.
• Experience building and designing solutions using Visio, Power Automate, Sharepoint, Power Applications, Teams, Azure, Process Advisor, JIRA, Confluence, etc.
• Experience mentoring and coaching developers.
• Demonstrated experience in working closely with a variety of internal and external stakeholders at different levels in the business.
• Experience analysing metrics and producing various reports to inform business process automation and decision making through Power BI.
• Demonstrated experience and knowledge in the application of AI technologies and experience with AI Builder.
• Experience delivering and implementing innovative automation solutions that meet company needs.
• Experience with business process automation metrics
• Experience leading and delivering on projects and initiatives with specific deadlines.

Skills

• Business process management knowledge.
• Sharepoint and Power Platform knowledge and detailed application (Visio, Power Automate, Power Apps, Power BI, Teams, Azure, Process Advisor, AI Builder, etc.).
• Robotic process automation an AI integration.
• Stakeholder engagement.
• Innovation.
• Build environment management.
• Acceptance testing.
• Project management.
• Tactical planning.
• Critical thinking.

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Description

To be accountable for delivering and providing a magical best-in-class service via the telephone, email, chat, text or any other social media platforms to handle a variety of service functions.
The successful incumbents will provide first line service with a focus on data accuracy, support, complaints and basic problem-solving capabilities. 
Daily call and quality targets will be in place, and you will operate under close supervision of the Team Manager whilst following predefined standard operating processes and procedures.  

This position is accountable for:

• Answering and/or initiating customer interactions, responding to customer needs in a professional, service-orientated manner
• Constantly meeting organisational service level agreements by taking appropriate actions to resolve customer queries 
• Assessing customer concerns by eliciting the relevant and sufficient information to enable an accurate, appropriate and timely resolution
• Following appropriate procedures providing solutions to all customer interactions, tailored to the needs of the individual customer
• Providing feedback to the customer on actions taken to ensure appropriate magical levels of customer service
• Remaining current with product, system, process and policy knowledge
• Escalating complex problems and difficult situations when required
• Diffusing difficult situations and managing the flow of the call and maintaining control all while navigating the necessary business systems
• Checking customer details to ensure accuracy and relevance to the service interventions

Requirements

Knowledge, skills and attributes:

• Good verbal (English, Zulu, Sotho and Xhosa) and written communication and customer service skills.
• Attentive listener with a professional approach
• Good attention to detail and data accuracy
• Adaptable and flexible, adapts style to align to cultural differences
• Knowledge of standard rules, procedures, and operations within a contact centre environment
• Ability to solve basic problems which may be varied but similar
• Ability to fact find to gain a full understanding of an issue and consider most appropriate response
• Ability to work effectively in a team to support the achievement of objectives
• Demonstrates the ability and passion to learn

Experience and Education:

• Matric or NQF Level 4  
• Minimum one-year high pressured customer service environment
• Experience with the prompt resolution of complaints 

Job-related knowledge and skills:

• Knowledge of Microsoft Word, Outlook, and Excel
• Experience with Customer Management Interface & related applications
• Excellent communications skills and telephone etiquette  
• Good knowledge of contact centre procedures
• Ability to retain large amounts of information regarding the campaign and processes.

Competencies required (non-negotiable): 

Client engagement:

• Takes ownership to resolve queries promptly and capably.
• Shows empathy in understanding client needs
• Resolves query within the required process and turnaround times.
• Provides a positive client experience (magical)

Customer service support:

• Receives and handles requests for service, following agreed procedures.
• Promptly allocates calls, queries as appropriate.
• Logs incidents and service requests and maintains relevant records
• Communicates effectively with customers to provide relevant information about products and services.
• Seeks assistance from colleagues for the resolution of more complex customer service queries and complaints.
• Uses databases to retrieve and enter data following standard operating processes and procedures

Integrity

• Adheres to the good business practice (code of conduct)
• Embraces working procedures, company policies and regulations.
• Can be trusted to keep own commitments and supports others in keeping their commitments
• Considers the interest of the client, community and environment.
• Acts consistently in accordance with clear ethics and values.

Teamwork

• Understands the goals of the team and puts these ahead of self-interest.
• Expresses appreciation of the positive contribution of others.
• Open to give and receive constructive feedback to meet the team objectives
• Share knowledge in order to help the team achieve collective success.

Results orientation

• Accepts ownership of and responsibility for own work.
• Pursues organisational objectives with energy and persistence.
• Sets high personal standards for performance.
• Sets goals and works to meet established expectations; maintains performance levels