Service Delivery Support

Ingenico is a global leader in the fintech market, with more than three decades of experience and employs over 7,500 people. Its footprint gives scale to projects and talents. Innovation is part of our DNA and our diverse community of experts keep anticipating the evolution of commerce worldwide.
We provide merchants with a comprehensive and innovative range of services and solutions that eliminate payment complexity and make purchasing quick, seamless and secure for consumers, whatever the sales channel or payment method.

Position Title:

Service Delivery Support

Department:

Customer Operations

Location:

Melbourne

Reports to:

Head of Service Delivery

Direct Reports:

N/A

Key Clients & Stakeholders:

Client Portfolio

Customer Operations Managers

Account Directors & Managers

Operational Managers & Team Leaders (Contact Centre, FSP, Distribution & Repair)

Project Managers

Finance

3rd party Providers

Purpose:

Provide essential Operational Client Support vis-à-vis activity analysis, reports, project co-ordination etc. so that client contractual and CX commitments are met.

Areas of Responsibility:

Support Ingenico Pacific Operations and customers to successfully deliver contractual, operational, commercial and CX outcomes.

Aligned to a COM and Client Portfolio drive: Project management Service delivery (influencing Operational Teams) Reporting Risk Mitigation

Identify and implement opportunities to drive Portfolio profitability

Identify & support business opportunities that can be developed and driven in conjunction with the COM.

Relationship management, maintain customer facing time, assist COM and Pacific Operations in customer reviews.

Support BAU & Project deliverables:

Progress reporting to customer

Monitoring of results against plan

Co-ordination of operational functions to meet project and customer objectives

Operational coordination and analysis:

Monitor/report on customer metrics and initiate corrective action

Complaints investigation & management

Identify and drive process improvements

Coordination of key Client Portfolio Reports (Stock Holdings/Movements, Daily/Weekly/Monthly Performance or as specified)

Analysis and management of service SLA exceptions

Daily upgrade status etc.

Preparation of Monthly and Quarterly Business Review material and attendance/presentation to customer reviews

Reporting / Invoicing / Ordering:

Weekly/Monthly reporting

Analytics

Governance Packs

Invoice review, insights, modification, and pre-approval

Support the COM in Forecasting of stock and project/customer activities

Ad hoc requests

Order entry and management

Client reporting to ensure SLAs and key issues are tracked and managed

Pre-sales support:

Working with COM to define and scope business opportunities

Proposal/Quotation/Tender preparation

Preparing customer presentation material

Compencies, skills and Experience

Competencies:

Time management and multi tasking abilities

Systems & Operational Processes

Attention to detail to ensure accuracy of reports and analysis

Customer focused

Problem identification and solving abilities

Skills:

Experience in reporting

Project management and co-ordination

Data analysis

Report generation

Escalation management

Experience:

Customer service, Sales support and administrative role

Qualification:

Relevant tertiary qualification or experience

Our values

Innovation

Excellence

Cooperation

Empowerment

Compliance:

Contribute to health and safety at work by identifying, reporting and controlling hazards and promptly reporting incidents.

Comply with all applicable company policies.

A favourable Police Check and other background checks are required.

Information Security

Comply with company policies and procedures in relation to Information security and confidentiality.

Avoid working in a manner that represents any unacceptable risk to information security, including non-work activities which result or could result in breach of the information security policy.

Report any breach of privacy, security or confidentiality in a timely manner to protect the interests of the company.