Continuous Improvement Manager

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Publish Date: Jun 24, 2022

Location: Bruxelles, Vlaams-Brabant, CH

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.

Continuous Improvement Manager


Worldline is the European leader in digital payments and number four worldwide, powered by over 20,000 employees in more than 50 countries. Every day, our technology provides the trusted infrastructure for millions of people and businesses around the world - and we´re just getting started. We are on an exciting journey to lead the way towards the next frontier of payments. Our ambitions are extraordinarily high, and we need the best people in the world to bring them to life – people like you. So if you are a highly skilled Continuous Improvement Manager looking to make a real impact on the world, join our journey!


The opportunity


We are looking for a competent and proactive Industrialization Manager in the Operational Excellence team to develop and lead the tactical CSAT. A strong collaboration with a range of internal stakeholders (Quality Team, SPOC’s of different G2M departments, etc.) is needed. This role allows you to establish a broad, international network within Worldline, gather insights about the different market offering and shape the future of Worldline as leading Payment Provider.


Your day-to-day responsibilities include


  • You will develop and lead the CSAT Governance in close collaboration with the WL Group Quality, MS Quality team and dedicated SPOC’s across the different G2M departments (Regional Business, Global Sales & Verticals, Digital Commerce and Financial Institutions)
  • Support the G2M SPOC’s to determine the addressable tactical revenue and the scope of the survey based on the input from the G2Ms and ensure the accuracy and completeness of the contract and the contact data files
  • Coordinate progress tracking and the creation of action plans for the passives and detractors, incl. red flags according to the defined procedures to improve NPS & OCS scores and conduct Service Account Reviews
  • Analyse the survey feedback together with WL Group Quality and MS Quality and provide and structure the results for the MS management and WL Group management
  • Develop and secure the industrialization and quality needs to deliver products and services satisfying customer expectations
  • Coordinate changes in the CSAT procedure based on input from stakeholders (G2Ms, WL Group Quality, MS Quality)


Your profile



  • 5-8 years’ experience in a similar role
  • Proven experience in Project Management and/or Quality Management preferably in the financial sector
  • Showing the ability to and a track record of successfully managing projects
  • Fluent oral and written English
  • Very good communication skills
  • Ability to pro-actively drive
  • Reliability, sense of responsibility and commitment to results
  • Organizational and time management skills
  • University degree (ideally business, finance or IT oriented) or equivalent through experience
  • Team spirit
  • Good analytical skills
  • Ability to quickly understand and learn complex matters, including the business dimension
  • Presentation skills towards the management




Grow with us, create tomorrow


At Worldline, we are dedicated to helping our people unlock their full potential - both professionally and personally. With comprehensive training and development programs, expert communities, and global mobility programs, you will always be able to develop and grow at Worldline - wherever you want to go and whatever you want to do. We also offer flexible hours and remote working, to empower you to be your best self at work and at home. 8 in 10 Worldliners consider Worldline a friendly place to work, and 9 in 10 are satisfied with the training & development they receive.

Worldline is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or other applicable legally protected characteristics.


Learn more about life at Worldline on

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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