Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
Summary of This Role
Accountable for the identification, development and delivery of Continual Service Improvement plans and initiatives to reduce operational costs and enhance operational efficiencies. Oversees the operational model across multiple Third Party Providers to ensure alignment to non-functional requirements across Business As Usual (BAU) service provision, partner contract renewal, and new third-party contracts. Responsible for BAU Operational and Transition Readiness of significant events, including new client conversions, new products and services, and decommissioning of existing products. Ensures all aspects of processing service are provided as required by the client contract to achieve Service Level Agreements (SLAs) and production processing and contractual obligations are met within a regulatory framework.
What Part Will You Play?
- Responsible for the holistic management of two to three clients (depending on level of service complexity) and their TS2 production services, including any additional associated processing services and products.
- Develops and delivers continuous service improvement plans and initiatives for clients and their use of Global products or platforms. Conducts root cause analysis to develop action plan implementation.
- Responsible for the holistic management of two to three partners (depending on level of service complexity) and their production services. Tracks partner service-level performance and proactively identifies ways of continuously improving service to exceed client expectations.
- Manages services transition into BAU by working with the relevant business areas via stakeholder management, in the transfer of new clients, products and platforms on go-live.
- Conducts regular service reviews with allocated clients and partners, acting as a client advocate with multiple internal teams to address any service deficiencies and escalation of partner issues.
- Acts as client escalation point in the event of need for Severity 1 incidents.
What Are We Looking For in This Role?
Minimum Qualifications
- Bachelor's Degree
- Relevant Experience or Degree in: No degree specified; combination of relevant professional training and/ or experience in lieu of degree accepted
- Typically Minimum 6 Years Relevant Exp
Preferred Qualifications
What Are Our Desired Skills and Capabilities?
- Skills / Knowledge - Having wide-ranging experience, uses professional concepts and company objectives to resolve moderately complex issues in creative and effective ways. Having ownership of a sub-function, account or matrix management responsibilities, applies knowledge to meet goals, maintain relationships, propose opportunities to expand the business, and lead matrix teams. Some barriers to entry exist at this level (e.g., dept./peer review).
- Job Complexity - Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results. Networks with key contacts outside own area of expertise. Builds on/Maintains external relationships of assigned accounts.
- Supervision - Determines methods and procedures on new assignments and may coordinate activities of other personnel (Team Lead).
Global Payments Inc. is an equal opportunity employer.
Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.
