Operational Service Specialist - EZRA

Job Role: Operational Service Specialist
Reporting to: Sydney, Australia - Hybrid (3 days in office)

About the role

Imagine what even the world’s finest organizations could achieve if all their employees were coached to be their absolute best. At EZRA, we’re on a mission to do just that. We believe through coaching; people get to know themselves. Their goals. Weaknesses. Hang-ups. And once they know all that, they can build on the good stuff and work on the rest.

We have reimagined the way EZRA supports our clients by introducing a team of specialists who are experts in all middle and back-office processes. This role will support EZRA’s Operational Excellence, Enterprise Delivery, and Finance functions – a true cross-functional partner to the business and our clients. The team of OSCs will be responsible for executing on the success of coaching engagements from set up to completion. This role is an individual contributor.

What You’ll Do

• For nominated pay as you go programs
  • Managing shared mailboxes – responsible for handling external queries regarding the coaching offering
  • Receive participant details through shared inboxes or Launchpad/other participant registration processes
  • Create and send quotes for participant’s coaching engagements
  • Chase POs for participant requests with external stakeholders
  • Access finance systems (Ariba/Coupa/etc) to retrieve POs for participants’ coaching
  • Request CIO creation with EZRA finance team
  • Process orders for participants launches
  • Input participant information to intake form and coordinate with Tech Ops to launch participants
• For nominated prepay programs 
  • Managing shared mailboxes – responsible for handling external queries regarding the coaching offering
  • Receive participant details through shared inboxes or Launchpad/other participant registration processes
  • Process orders for participants launches
  • Input participant information to intake form and coordinate with Tech Ops to launch participants
• For credit card programs
  • Managing shared mailboxes – responsible for handling external queries regarding the coaching offering
  • Coordinate with Billing team to generate credit card invoices to be sent to participants
  • Gathering credit card payment details from Paypal to confirm who can be launched
  • Follow-up with participants who have not made their payment
  • Process orders for participants launches
  • Input participant information to intake form and coordinate with Tech Ops to launch participants
• Reporting support
  • Initial set up of Customer Portal Dashboards
  • Providing Customer Portal access to external stakeholders
  • Updating Customer Portal dashboards to include newly created cards – as requested by CSMs
  • Following-up with coaches for triparty/stakeholder interview/observation sessions for reporting
• License management
  
  • License switch outs
  • License deactivation and managing reallocating licenses to future launches
• Assessment support
  
  • Launch non-EZRA Assessments through the LHH TalentPortal
  • Tracking non-EZRA Assessment completion for reporting purposes

About You

• 2 years of experience in a back office or administrative role
• Strong attention to detail, able to keep many concurrent processes organized
• Experience working with technical systems, some developed in-house
• Understand financial processes and how to manage POs and payment methods
• Ability to follow and document processes
• Willingness to work in a fast-paced, start-up environment and comfort around operating with an element of ambiguity
• Critical thinking skills: ability to problem solve independently and quickly
• Confident, accurate and clear communicator
• Ability to influence others without direct authority and, at times, challenge the status quo
• The ability to build collaboration locally and globally

What we offer
We want all candidates to know they are valued. We push positivity. We are an environment of innovation, collaboration, and growth. Drive impact with your ideas by being a part of the greater discussion in a safe, supported place. Be accountable, ambitious, owning your work and goals. When everyone takes responsibility for their success, we all succeed. Finally, keep it simple! Enjoy the ride and the perks with your own world class coach, weekly well-being hour and learning and development fund.

We are an equal opportunity employer dedicated to having a thriving, diverse team where everyone has a voice and feels able to be themselves. We believe that through valuing our uniqueness and respecting our differences, we can achieve more and that diversity adds to our culture. Attracting and developing a diverse workforce that reflects the communities in which we serve is essential to us.

Posting date: 18-12-2024