End-to-End Specialist Digital Commerce Customer Services

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Publish Date: Jan 25, 2023

Location: Amsterdam, Amsterdam, NL

Company: worldline

About Worldline
Worldline [Euronext: WLN] is the European leader in the payments and transactional services industry and #4 player worldwide. With its global reach and its commitment to innovation, Worldline is the technology partner of choice for merchants, banks and third-party acquirers as well as public transport operators, government agencies and industrial companies in all sectors. Powered by over 20,000 employees in more than 50 countries, Worldline provides its clients with sustainable, trusted and secure solutions across the payment value chain, fostering their business growth wherever they are. Services offered by Worldline in the areas of Merchant Services; Terminals, Solutions & Services; Financial Services and Mobility & e-Transactional Services include domestic and cross-border commercial acquiring, both in-store and online, highly-secure payment transaction processing, a broad portfolio of payment terminals as well as e-ticketing and digital services in the industrial environment. In 2019 Worldline generated a proforma revenue of 5.3 billion euros. worldline.com

Purpose of the role

As End to End Specialist you will be responsible to support the Digital Commerce Customer Service Management Customer Services team team to drive strategic initiatives that impact the Customer Services domain – this includes implementing new support models, delivering on operational efficiencies and coordinating operational readiness for new products and services. You are the expert on one or more CS specific domains and have in depth knowledge of customer service support and operations processes in departments that span multiple locations across the globe. In this role you also represent Digital Commerce CS in Strategic projects.

 

As an end-2-end specialist, you are the owner of one or more (sub) processes (within the Order-to-Cash and/or Problem-to-Resolution functional domains) for which you are the go-to person for stakeholders inside and outside of Digital Commerce Customer Services. At the same time you also understand how to drive change. You know it is all about the people, so ensuring buy-in, changing people’s way of thinking and unleashing their potential will come as part of the job. You have a proven toolkit of techniques, with the ability to expand your circle of influence by interacting extensively with people in other departments and business lines. You are a natural communicator and are comfortable in liaising with senior management and other decision makers.

 

Key Responsibilities

  • Develop expertise on the operational processes, analyze the AS-IS processes thoroughly before defining the TO-BE processes.
  • Drive process improvement for our Customer Services (including Operations) departments
  • Provide the necessary management information needed to enable strategic decision-making
  • Support and advise the leadership team of Digital Commerce CS in driving organizational changes
  • Write project plans and business cases for organizational/process changes.
  • Create and maintain business processes (in BPMN2 notation) and documentation (e.g. work instructions) affected by a change.
  • Define or refine metrics to measure/monitor processes and the performance of teams.
  • Have passion for your own development.

 

Critical Competencies - skills and abilities required for the role

  • Decisive and a pragmatic problem solver with a can-do attitude.
  • Tactful diplomat. Able to engage with both technical and non-technical staff at all levels in the organization, to understand and respond to their needs in rapidly changing environments.
  • Understands organizational changes are all about the people.
  • Strong team player (humble/hungry/smart).
  • A drive for continuous improvement; eliminate all non-value adding waste and reduce process output variances in processes (Lean Six Sigma).
  • Analytical with an understanding of statistical analysis.
  • Tenacious. Self-starting. Drive.  Shows initiative.
  • Well-developed communication skills, able to switch communication style.
  • Flexible. Willingness and strong ability to learn fast.
  • Excellent English language skills, both verbal and written.
  • Last, but not least, a great colleague to work with. We hugely value people with ambition, humility and a great sense of humor.

 

What do we ask from you

  • A minimum of 5 years of experience in a similar business process management/business change management type of role.
  • Certification as a Business Analyst (e.g. BCS) will be an added advantage.
  • Certification in Lean Six Sigma will be an added advantage.
  • Experience in the Payments Services Industry or Financial Services industry.
  • Payments experience in retail, travel, or gaming will be an added advantage.
  • Experience in organizational change management will be an added advantage.
  • Bachelor’s degree in any quantitative field (business, math, economics, finance, statistics, science, engineering).
  • Full time availability (40 hours per week).

The 20 000 employees of Worldline are all different but share the same values. You can see it in the way we behave. We are curious and humble – we are learning every day, we keep things simple and everyone engaged. In our fast-moving industry, we are adaptable and life-long learners. Everyone demonstrates the same dedication to quality and efficiency. We have an entrepreneurial spirit and sense of service. Above all, we never turn our back on a challenge. These values nurture a dynamic and innovative team where everyone can develop and grow


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