Head of HBR & Gambling (F/M)

Date: 02-Sep-2021

Location: Brussels, Vlaams-Brabant, 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



Worldline GBL MS Customer Services - Head of HBR & Gambling


Your mission will be:

As Head of HBR & Gambling, you will head the team managing the contractual delivery of top Digital Commerce merchants and you will directly report into the Head of Customer Services Digital Commerce.

The scope is naturally Global due to the nature of the online payment industry and the team may therefore be spread over various locations across the Globe. As head of HBR & Gambling you oversee the delivery of services to all customers in your scope. You establish policies, actions and plans to ensure a consistently high service performance and continuously evaluate the performance and customer feedback to identify and drive process improvements.

In this role you will also act as a SPOC and end-2-end coordinator towards the Direct sales organization and its customers. Strong stakeholder management is required to enable and ensure the highest levels of satisfaction amongst our merchants at a competitive price.


Main activities of your team will be to:

  • Put signed sales contracts with merchants and partners into practice
  • Manage and supervise projects implementation for customers
  • Deliver Services that meet SLA and Customer Satisfaction
  • Represent the customer within WL, in case of escalations, and major incidents, and own the communication channel towards the customer
  • Negotiate, follow and implement SLAs with customers
  • Report on SLA & Customer Satisfaction
  • Assure overall Contractual Service Adherence
  • Define & Track Customer Improvement plans
  • Define, implement and track uniform processes and quality dashboards


Your main responsibilities will consist in:

  • Construct, day-2-day management and develop and evolve the vertical knowledge and engagement with its customers
  • Identify and align on requirements and priorities of merchants with Sales and other areas of the business
  • Implement processes and procedures in line with the transversal requirements
  • Build, motivate, develop and mentor a strong customer centric team
  • Take end-2-end responsibility for the Operations and Customer Services for the concerned Global vertical, coordinate with various departments in different countries and locations assuring Operational excellence is delivered and secured to and for your customers
  • Provide internal reporting towards WL management and ensure appropriate and timely internal escalation
  • Align with other Heads of Verticals to ensure that guidance and best practices are in place throughout the organization

Your profile

  • Customer oriented and leadership profile in an international context
  • 5+ years of experience in service delivery, customer facing and team management
  • Capacity/experience to work in a transversal and matrix organization
  • Self-motivated, pro-active, results-oriented professional with a managerial track record
  • You have a good knowledge of ICT, ICT services and ICT Service Delivery
  • Fluent in English, verbal and written
  • Your out-of-the-box thinking is strongly developed
  • Knowledge of electronic/online payments is an asset
  • Master degree


Your skills

  • Leadership
  • Customer advocate
  • Interpersonal understanding
  • Communication
  • Problem solving
  • Analytical
  • Stakeholder management



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.