Aim to resolve customer enquiries at the first point of contact. Escalate complex cases accurately and follow up with internal teams or external service partners until closure within the required SLA.
Govern financial workflows as the Alternate Finance Officer, functioning as Requestor, Unit Resource Officer (URO), and Acceptance Officer (AcO) to ensure total adherence to established finance policies
4+ years owning customer success or support operations for a B2B SaaS or services organization, including ownership of health-score models and renewal forecasting
5+ years in corporate accounting, financial operations, or internal/external audit support, with hands-on ownership of close reconciliations and audit request schedules
Utilize existing tools (e.g., JIRA) for test tracking and perform various positive & negative testing in various Trade Finance Operations systems (e.g. case management systems, trade finance processing systems, Swift system)
Operational Support: assist in process reviews and optimisation initiatives to improve operational efficiency and support smooth day-to-day business activities