Technical Operations Specialist

1 month ago

Melbourne, Victoria, Australia Ingenico Group Full time

Ingenico Group is a global leader in the fintech market, with over three decades of experience and employs more than 7,500 people. Our footprint gives scale to projects and talents.

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.

Job Overview

This role is based in Melbourne and reports to the Head of Service Delivery. The estimated salary for this position is AU$65,000 - AU$80,000 per annum.

Key Responsibilities:

  • Support Operational Client Support vis-à-vis activity analysis, reports, project coordination to meet client contractual and CX commitments.
  • Aligned to COM and Client Portfolio drive: Project management Service delivery (influencing Operational Teams) Reporting Risk Mitigation
  • Identify and implement opportunities to drive Portfolio profitability
  • Relationship management, maintain customer facing time, assist COM and Pacific Operations in customer reviews.
  • Progress reporting to customer Monitoring of results against plan Co-ordination of operational functions to meet project and customer objectives
  • Operational coordination and analysis Monitor/report on customer metrics and initiate corrective action Complaints investigation & management Identify and drive process improvements Coordination of key Client Portfolio Reports Analysis and management of service SLA exceptions Daily upgrade status etc.
  • Reporting / Invoicing / Ordering Weekly/Monthly reporting Analytics Governance Packs Invoice review, insights, modification, and pre-approval Support the COM in Forecasting of stock and project/customer activities Ad hoc requests Order entry and management Client reporting to ensure SLAs and key issues are tracked and managed
  • Pre-sales support Working with COM to define and scope business opportunities Proposal/Quotation/Tender preparation Preparing customer presentation material
Requirements

To be successful in this role, you will require:

  • Time management and multi-tasking abilities Systems & Operational Processes Attention to detail to ensure accuracy of reports and analysis Customer focused Problem identification and solving abilities Experience in reporting Project management and co-ordination Data analysis Report generation Escalation management Customer service, Sales support and administrative role Relevant tertiary qualification or experience
Our Values

We value innovation excellence cooperation empowerment and compliance at our organisation.

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