APAC Operations Support Specialist - Mtivity User

About the Role

Purpose of the Role

• Vision: To foster a culture of operational excellence where change is embraced seamlessly, driving continuous improvement and efficiency across the company's global operations.
• Mission: To support and empower operational teams by delivering targeted training, clear documentation, and responsive operational support. They aim to proactively identify opportunities for improvement, collaborating with cross-functional teams to implement solutions that enhance efficiencies and uphold compliance standards.
• Approach: Take a proactive approach to operational support, facilitating training sessions, and managing operational inquiries effectively. By being vigilant and responsive, they identify and resolve system failures and process issues promptly. They're champions in continuous improvement initiatives, working collaboratively to design and activate solutions that optimize processes, tools, and people. Through meticulous documentation and effective change management practices, they ensure stakeholder satisfaction and alignment with the company's policies. They maintain a deep understanding of the company's capabilities to deliver value-driven solutions that propel our clients success.
• While some people accept change easily, most of us have difficulties in embracing it, especially when it affects our ways of working. When change is seen as an obstacle, it can rapidly translate into inefficiencies impacting business growth.
• This is where the Operational Support Specialist makes a real difference.
• This role is to ensure that our operational team on the ground embraces change in the most seamless possible way. How By delivering the right messages via training & documentation, and by building trust & confidence, one answer to an operational query at a time.
• But they don't want to stop here: Being the eyes and ears of the company's global operations, the Operational Support Specialist also acts as a conduit for continuous improvement; detecting issues, collaborating with other teams in designing and activating solutions to drive further efficiencies.
• In a nutshell, the Operational Support Specialist is a promoter of Operational Excellence.

Key Responsibilities:

• Training & Implementation Support: Develop user guides, SOPs, training materials, and documentation to support project implementations. Conduct hands-on training sessions for internal teams and clients on systems, processes, or tools to ensure smooth adoption and operational proficiency.
• Operations Request Management: Manage incoming operational requests from internal teams, ensuring they are prioritized, tracked, and resolved in alignment with the company's procedures and timelines.
• Cross-Functional Collaboration: Work with a cross-functional team to address process questions, system updates, or issues that arise, ensuring solutions are implemented swiftly and effectively.
• System Error Identification & Troubleshooting: Identify system failures, errors, and inefficiencies. Troubleshoot and collaborate with the relevant teams to resolve operational issues and implement corrective measures.
• Compliance & Efficiencies: Ensure operational tasks are executed in accordance with the company policies and regulatory requirements. Work closely with the Senior Consultant to guarantee processes are compliant and efficient.
• Project Leadership & Coordination: Take the lead on specific operational projects, ensuring they are executed effectively. Coordinate with cross-functional teams to achieve project objectives within timelines, providing progress updates to senior management.
• Change Management & Stakeholder Satisfaction: Proactively manage changes and risks in operational projects, ensuring stakeholder satisfaction through effective communication, feedback, and flexibility to adjust plans as needed.
• Improvement Solutions: Collaborate with teams to identify operational inefficiencies and design practical solutions, using data analysis to enhance efficiency and optimize performance on a day-to-day basis.
• Focus: The Operational Support Specialist focused on the execution of daily operations, hands-on training, system troubleshooting, process compliance, and ensuring smooth practical implementation of solutions. They work closely with the teams to address immediate operational needs, manage projects at a tactical level, and ensure operational efficiency.

Skills, Knowledge, and Experience:

Skills and Knowledge:

• Strong business acumen.
• Demonstrated aptitude in learning new technology for application in a professional and dynamic environment.
• Intuitive ability to deconstruct problems and craft solutions within the context of a strategic objective, appreciating both the big picture and the details of any given situation.
• Superior organizational skills and acute attention to detail, especially when working on multiple concurrent projects.
• Ability to prioritize in line with the business needs and manage time effectively.
• Strong written and verbal communication skills.
• Excellent interpersonal skills; ability to form relationships and work successfully with teams across the business
• High level of customer empathy and have a passion for delivering real business value to customers.
• Ability to clearly convey messages and solutions through structured deliverables.
• Able to work on one's own initiative.
• Ability to work well within a high-paced team environment.
• Able to learn quickly and demonstrate a passion for learning.
• Interest in training and/or documentation required.

Experience and Exposure:

• Bachelor's degree or equivalent work experience.
• 5+ years of experience in Marketing Services, preferably exposed to a cross-functional environment in Operational Technology or Finance.
• English mandatory.
• Experienced user of Microsoft Office: Word, PowerPoint, and Excel.
• Experience in Smartsheet and Lucid Chart is a plus.

Mindset, Temperament, and Requirement for the Role:

Mindset to Navigate the Role:

To succeed in this role, the Operational Support Specialist should:

• Proactive and Solution-Oriented: Always looking for ways to improve processes and solve problems before they escalate.
• Continuous Learner: Committed to staying up-to-date with industry trends and expanding knowledge in marketing, procurement, and general business practices.
• Customer-Centric: Focused on understanding and meeting the needs of clients and internal stakeholders.
• Collaborative: Values teamwork and is skilled at working across departments to achieve common goals.
• Detail-Oriented: Pays close attention to details, ensuring accuracy and completeness in all tasks and projects.
• Innovative: Open to new ideas and approaches, always seeking to implement best practices and drive innovation.

Temperament for the Role:

The ideal candidate for the Operational Support Specialist role should be:

• Resilient: Able to handle setbacks and challenges with a positive attitude, maintaining composure under pressure.
• Adaptable: Comfortable with change and able to adjust strategies and approaches as needed to meet evolving project requirements.
• Empathetic: Understands and considers the perspectives and feelings of others, fostering strong relationships and trust.
• Patient: Takes the time to thoroughly explain processes and solutions, especially when training or supporting others.
• Communicative: Clear and effective in both written and verbal communication, ensuring messages are understood by all stakeholders.
• Driven: Demonstrate a strong work ethic and a commitment to achieving high standards and results.

Role Requirements:

• Whilst the contracted hours for the role are 8:30 AM to 5:30 PM, Mon-Fri, the global nature of the business requires that some meetings and engagement will happen outside of these hours.
• Master's degree or equivalent work experience.
• English mandatory, other languages are a plus.
• Travel to conferences or client events might be required on occasion.