Business Support Specialist

Business Support Specialist

Reporting to the Retail & Hospitality Operations Manager, the Business Support Specialist will work as part of the administration team within Edinburgh, but be the support for the US Team. For this role you will need to be based in Houston so located in the area would be a pre-requisite. There is no relocation package with this position.

The Business Support Specialist will play an integral role to ensure all admin tasks for Edinburgh are delivered through effective processes to ensure we are working to our strengths, utilising our expertise and working collaboratively to achieve our Quality Procedures and Client KPI's. The Business Support Specialist will be accountable for the day-to-day administration to ensure that client KPIs and SLAs are met.

The Business Support Specialist will work together aiming for "one view" on all tasks and processes across Retail & Hospitality. In addition, the Business Support Specialist will support with all areas of administration from onboarding, managing Entities within CMX1 through to admin checks and issuing of reports. Being the first point of contact for incoming telephone calls, administration of generic mailboxes and managing all Client queries.

As part of a team the Business Support Specialist will have specific clients assigned to them but, also be expected to provide support to the wider team as required.

Key Responsibilities

• Working under the guidance of the R&H Operations Manager to ensure that each Scheme KPI's/SLAs and any other Client requirements are maintained through regular review of Contracts, Briefing Notes, trackers, Smartsheets, RAG, Sharepoints and PowerBI.
• Ensuring key information relating to members, auditors and participants is maintained and updated in accordance with relevant QPs and KPIs.
• Assist the Retail & Hospitality Operations Manager and other members of the team in the preparation, production and maintenance of communication materials (i.e. training documentation, contracts, COI, minutes of meetings etc).
• Ensure all actions are completed in a timely manner (as per agreed Client SLAs).
• Assist the Retail & Hospitality Operations Manager and other members of the team in the production and maintenance of all Quality Procedures (QPs), Work Instructions and Process Flows.
• Ensuring that all databases and Client portals are updated in a timely manner especially membership, auditor, or client data changes. All changes must be actioned in line with Client SLAs.
• Logging corrective evidence on AIMS/ASSIST in a timely manner to ensure processes meet KPIs.
• Issuing correspondence, certificates, and reports in line with processes and KPIs.
• Liaise with Delivery Managers, auditors & clients and assist with queries relating to all aspects of administration, delivery, planning and allocations via telephone, verbal, Teams, letter, or email.
• Providing reports to Senior Managers as requested.
• Taking part in Quarterly Training session to share best practice/cross-train to benefit all Team members.
• Identifying efficiencies within processes and identifying solutions.

Technical / Professional Qualifications / Requirements

• Proven, strong administration background proficient with Microsoft Office (Word, Excel, PowerPoint), using databases and other information management systems
• Experience in administration
• Excellent communication, writing and organisational skills
• Excellent attention to detail
• Ability to work without supervision
• Well organised, ability to plan and schedule work effectively
• Ability to prioritise
• IT literate
• Good telephone manner
• Ability to handle difficult customers
• Team-work experience
• Ability to produce reports and track KPI's