Job Description
As an Operations & Reporting Specialist, you are a master multi-tasker with outstanding communication skills, strong attention to detail, and an upbeat, positive attitude. You are:
● Responsible for developing, building, and maintaining critical business reports and dashboards using Zoho Analytics to provide actionable insights to the franchisor and franchise network.
● A project coordination and communication master who is the bridge between new and existing franchisees and the franchisor; To ensure franchisees are successfully onboarded, supported within the ticketing system, and have access to necessary information to assist in their business growth.
Job Title
-
Operations and Reporting Specialist
Work Schedule
- Day Shift
Job Qualifications/Requirements
- Graduate of any course.
- Proven experience working within a detailed CRM system (e.g., Zoho CRM, Salesforce, HubSpot) is mandatory.
- Experience in building reports and dashboards using business intelligence tools (e.g., Zoho Analytics, Power BI, Tableau) is highly regarded.
- Demonstrated experience in project coordination or working within a formal project management system is essential.
- A phenomenal communicator, both written and verbal.
- A strong eye for detail; You understand the little things matter and don’t let things slip through the cracks easily.
- A sense of urgency; You work quickly and efficiently in order to maximize your time.
- An ability to prioritize multiple competing tasks accordingly.
- Desire to be proactive and create a positive experience for others.
- You’re decisive; you understand that we need to move quickly and that starts by making decisions, owning them and iterating when required.
- Proficiency with Google Suite and Microsoft Suite.
- An understanding that typical working hours can be long and atypical due to global time zones.
Job Responsibilities
- Reporting & Systems Management:
● Design, build, and maintain reports, dashboards, and visualizations in Zoho Analytics for key performance indicators across the franchise network (e.g., ticket resolution, onboarding progress, equipment usage).
● Execute all requests pertaining to report generation and analysis for management and department heads.
● Proactively monitor CRM (Zoho CRM) data integrity to ensure accurate reporting and clean data sets.
● Manage the database of equipment within the CRM (e.g., Products Module, Asset Module) to ensure 100% accuracy.
● Provide regular Franchisee Performance Reports and System Usage Reports.
● Develop reports and systems to improve head office efficiency. - Franchisee Onboarding & Support:
● Support the management, distribution, and escalate incoming franchisee support tickets on Zoho Desk, ensuring timely and effective resolution.
● Complete the end-to-end onboarding of new franchisees, ensuring all elements of business set up are completed successfully and on schedule.
● Communicate regularly with New Franchise Business Owners regarding their business launch and requirements.
● Responsible for the offboarding of franchisees when they sell the business or exit the group, managing internal and external communication for this process.
● Manage End-to-End Onboarding and Offboarding Projects within the Project Management system (Zoho Projects).
● Create and maintain Knowledge Base (KB) Articles regularly to ensure the franchise network has all the most updated information available for self-service support.
● Strategise on improvements for the onboarding process of additional locations. - General Administration & Operations (New Focus Area 3):
● Managing confidential correspondence: drafting emails, letters, etc., on behalf of the clients/management.
● Manage the database of franchisee location module to ensure it’s always correct and up to date within the CRM.
● Manage CRM email communication, including template creation and maintenance.
● Advise if onboarding stock needs to be adjusted to accommodate new franchise launches.
● Communicate with the franchisor team in relation to any activity, concerns or problems on the ground which may affect their department.
● Assist on operations and admin tasks assigned by the team lead.
● Improve processes through automation within the Zoho Suite.
● Report to management on the status of projects and roadblocks encountered.
● Create company newsletters. - Events:
● Manage Projects as directed.
● Manage annual event calendar and invites.
● Track attendance to events.
Good luck and God Bless!