Rewards Operations Supervisor Specialist

Role Overview

This position reports to the Operations Manager and is responsible for supporting the day-to-day operational activities of the CBC Rewards programme, including Clientèle Mobile, Royalty, and Rewards. The role encompasses a broad range of operational and administrative functions, including reconciling benefit partner invoices, managing voucher stock levels, coordinating client communications, responding to client queries related to SIM cards and Rewards vouchers, and preparing operational and performance reports.

This role requires a highly organised individual with strong administrative capabilities, exceptional attention to detail, and the ability to manage multiple priorities in a fast-paced environment.

Key Responsibilities

• Reconcile benefit partner utilisation invoices against internal utilisation data to ensure accurate billing and payment.
• Monitor and maintain adequate stock levels of partner vouchers through daily and monthly stock reviews.
• Prepare communication briefs and distribute client communications, in line with the communications plan, across approved channels including email, SMS, and in-app messaging.
• Log, investigate, and resolve client queries within agreed service level agreements (SLAs).
• Contribute to the development and maintenance of Standard Operating Procedures (SOPs).
• Assist with end-to-end testing of new reporting, automation and system enhancements.
• Support the implementation and ongoing operation of Rewards initiatives and channel management activities.
• Produce accurate operational reports.
• Perform additional operational duties as required to support the business.

Requirements

• Diploma or certificate in Business, Operations Management, or a related field is preferred but not essential.
• Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint.
• Basic IT literacy and technical aptitude.
• Knowledge of financial services concepts and principles will be beneficial.
• Strong analytical and problem-solving abilities.
• Excellent organisational skills with the ability to manage multiple tasks simultaneously.
• Ability to analyse information, identify issues, gather relevant data, and draw sound conclusions.
• Ability to interpret and apply technical documentation and instructions.
• Ability to perform effectively in a high-pressure environment while managing changing priorities and deadlines.
• Strong stakeholder management, communication, and relationship-building skills