Operations Coordinator - EMEA Region

Johannesburg, Gauteng, South Africa

Title

The Operations Coordinator for EMEA monitors the health of the Services Team by coordinating and reporting bookings, revenue, pipeline, backlog and margin.  Works closely with many roles and disciplines including Operations Manager, Regional Services Directors and Engagement Managers.  This role supports forty team members across three Business Units based in twelve geo-locations.

Responsibilities

  • Compile weekly status reports across the entire delivery portfolio.
  • Manage the backlog administration on both Kimble and Salesforce.
  • Coordinate with Engagement Managers to submit NPS survey requests to relevant customers as well as running related reports on this data to the broader audience.
  • Add Services opportunities to the services management system called Kimble and manage the related Kimble proposals based on project plans.
  • Work with Engagement Managers to identify appropriate resource requirements for each account and project.
  • Act as point of contact for resource booking confirmation.
  • Manage and resolve resource booking conflicts.
  • Maintain constant knowledge of current and upcoming projects and sales support activities as they relate to resourcing.
  • Work with Engagement Managers to compile relevant reports to detail data as needed on a case-by-case basis.
  • Review weekly time sheets and raise any concerns regarding utilization and or margin percentage to project leaders.
  • Report to upper management monthly and quarterly utilization percentages, recognized revenue, services investments, capacity, services bookings, backlog and forecasted revenue.
  • Act as the key customer contact and engagement manager on certain strategic customer accounts.
  • Arrange and coordinate team days.
  • Act as the Kimble administrator annual leave cover for the EMEA Operations Manager.
  • Review data regarding success key indicators regularly and report on anomalies to business leaders.
  • Act as point of contact for all customer related escalations.
  • Compile monthly billing report to each regional finance department for invoicing and revenue recognition.
  • Manage Contractor invoicing as supporting role with the finance team.

Qualifications

  • Minimum 3 years’ experience in professional services or consulting position.  Experience working for enterprise software, hardware or business solutions organization an advantage.
  • Bachelor’s degree in related field.
  • Experience in a client-focused, highly technical, enterprise software role preferred.
  • Ability to work with several currencies.
  • Exhibits exceptional written and oral communication skills.
  • Must be able to interact and communicate with individuals at all levels of the organization and project team.
  • Competent in group facilitation.
  • Ability to juggle multiple tasks and engagements at one time.
  • Comfortable in a fast paced and flexible work environment.
  • Ability to work independently and remain self-motivated.
  • Able to influence others without having to invoke direct authority.
  • Ability to work effectively in a team environment.
  • Proficient with Microsoft Office Suite and Project Management frameworks.
  • Salesforce Platform User – Ability to use Salesforce to add and manage opportunities as well as write custom reports.
  • Project management experience a plus.