Customer Operations Manager

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.

Reports to: Head of Customer Operations

Key Clients and Stakeholders: 

• Portfolio of clients
• Service Delivery Co-ordinators
• Account Managers
• Operations Managers
• Operational Team Leaders
• Finance

Purpose: 

• Deliver an industry leading Customer Experience on the delivery of our services (including Help Desk, Field Services, Repair)
• Engage internal resources to ensure all services are delivered to SLA’s
• Drive continuous improvement through customer engagement

Areas of Responsibilities:

• Delivery of allocated customers’ SLAs and NPS ensuring the retention and satisfaction of clients
• Manage internal stakeholders within Operations areas to ensure co-ordinated delivery of services to clients
• Escalation point for allocated customers in relations to operational services
• End to end initiatives delivery (from inception to delivery) via coordination of internal Ingenico resources
• Partner with the Account Manager to support the Pre-sales, commercial and contract management. Identify new opportunities within accounts
• Forecasting, reporting and service plans in place with each customer
• Complete asset management and assessment through forecasting activities across swaps, installs, upgrades and ensuring the correct strategic plans are executed.
• Adding value to clients through ongoing assessment and recommendations to improve in either processes or service offers
• Partner with the Account Management team and Software Delivery team to ensure delivery of end to end solutions for our customers

Competencies, Skills and Experiences:

Competencies:

• Dedication to customer service
• Able to identiy strategic opportunities and deliver on operations
• Strong stakeholder management; liaising with customers both at a strategic and tatcial level
• Ability to work and succeed in cross functional project teams and successfully deliver planned outcomes
• Lead the SDMs and SDCs, assign KPIs, provide feedback, drive recruitment for the team, conduct performance reviews and drive employee engagement.

Skills:

• Project management and analytical skills
• Effective communicator and presenter
• Team player and effective collaborator
• Results orienated and able to deliver outcomes

Experiences:

• Demonstrated Service Delivery and Account Management experience with senior stakeholders
• A good understanding of logistics and service operations
• Payments industry knowledge ideal

In Return We Offer:

• Hybrid working
• Corporate discounts & Recognition
• Flu vaccinations
• Office fruit box
• Social club
• Birthday leave
• Employee Assistance Program
• Comprehensive training and development
• Salary continuance and life insurance
• Paid primary caregiver parental leave
• Learning & development opportunities
• Career progression

Ingenico is proud to be an equal opportunity employer and welcomes applications from candidates of all backgrounds.