Head of Customer Services "Global Sales & Verticals" F/M
Brussels, Brussels Capital, Belgium
4 dagen geleden

Business Context

The Global Business Line Merchant Services is one of the 3 Global Business Lines belonging to the WL Group generating a revenue of 2,5 B€.

Worldline’s Merchant Services Global Business Line (MS GBL) is a major international player in end-to-end Commercial Acquiring, Multichannel Payment Acceptance and Payment Terminal solutions.

Merchant Services’ unique combination of payment, digital and transactional expertise allows merchants to boost sales and enhance the customer experience and satisfaction.

We cover the full retail value chain, online and in-store, through a complete approach, delivering a real digital journey for retailers and their customers and facilitating consumer engagement, via seamless services, on any device with payment at the heart of the shopping experience

The Chief Operation Officer (COO) office is accountable to optimize the MS operations & service capabilities and deploy strategies to outperform the competition on customer satisfaction and service innovation.

The IT operations and customer service organization are considered as business enablers, not as a cost center.

The COO Customer Service organization is a client-oriented organization, with CS Market Managers reporting hierarchically to the COO and functionally to the markets to ensure the right balance between local proximity and globalized operational excellence.

We work for selected activities - with a nearshored and outsourced staff to ensure best in class workforce mix in terms of cost, geography, flexibility, capacity & skills

Head of Customer Services Global Sales & Verticals

Global Sales & Verticals

is a 400m€ revenue business division of Merchant Services Business Line, serving Omnichannel Enterprise customers from Retail, Travel, Hospitality, Petrol, Transportation, Vending & Parking Self-Service verticals.

As Head of Customer Services Global Sales & Verticals ,

reporting to directly to the MS COO

you are :

  • Accountable to drive and steer the Customer Service of our international and large customers tailored to specific verticals with operational excellence as a competitive differentiator.
  • Accountable for the quality of Customer Service Operations delivered by various teams under his direct or functional responsibility.
  • Responsible for the continuous delivery of services and strict application of the WL standards for Quality, Industrialization, Operational Efficiency and People Management towards the market.
  • In charge of the relationship between involved stakeholders from the Sales, Operations, Product organization, as well as outsourcing partners.
  • The key responsibilities of the Customer Services Global Sales & Vertical manager are :

  • Provide leadership in a high pressure results oriented environment
  • Steer the teams under his / her direct responsibility ( headcount of 200 people in various country mainly European ones)
  • A Customer Delivery Management organization, in charge of ensuring a successful delivery of the different services (in store acceptance, online acceptance, acquiring, ) provided to the customers
  • Customer Project managers for formalized customer / Roll-out projects
  • Transversal Activities to bring functional excellence across the verticals, including Customer Service Level 1 & Advanced Customer Support, Boarding & Provisioning, Customer Incident Management
  • Find the right balance between standardization / simplification of processes, tools, organization (across geographies) and customer proximity / experience
  • Ensure a high degree of quality all services and customer delivered solutions through regular KPIs monitoring, continuous quality assessments, targeted quality improvement programs and Customer Experience enhancement
  • Guarantee quality and in-time delivery of Customer Programs through systematic project monitoring, reporting & risk management.
  • Enhance Operational efficiency through an optimal sourcing strategy, tailored by activity to ensure productivity gains while maintaining high standards quality of service.
  • Ensuring the correct & in-time escalation to upper management and follow-up on operational risk
  • In case of a severe problem, able to organize and pilot the business crisis management cell (either internal, either towards the customer), managing the consistency of the action plan and priorities, and enforce a quality communication with the customer(s), internal stakeholders and upper management
  • Your profile

  • Master's degree or equivalent experience
  • 10-15 years of experience in managing mid-size international Customer Service teams including 5-10 years of experience in managing enterprise customers
  • Experience as Customer Service manager, with in-depth knowledge of Quality Management, process management, change management, near-, off and / or outsourcing.
  • Fluent in French & English
  • Strong customer mindset, with passion for customer experience, customer satisfaction and quality management. Knowledge of the electronic payment transactions business is a plus
  • Strong IT affinity, able to challenge IT deliveries & IT services to customers with the internal stakeholder & drive forward customer solutions.
  • Excellent leadership skills and ability to effectively manage, lead and supervise a multidisciplinary team, within our outside direct span of control
  • Identify and quickly understand the needs and expectations of the market
  • Able report on an "executive" level
  • Experience with implementation of continuous improvements, which lead to operational excellence
  • Strong communication skills at all levels, you are persuasive, know how to make an impact and to negotiate
  • Work in a proactive and diplomatic manner
  • Competencies :

  • Customer Mindset
  • Develop trusted relationships, a strong internal network
  • Use influence to drive change.
  • Show situational leadership and perseverance to handle challenging business situations
  • Demonstrate experience to coach and manage teams towards business targets
  • Communication skills
  • Negotiation skills
  • Autonomy
  • Dynamic & Flexibility
  • Critical thinking and problem solving skills
  • Decision-making
  • Stress tolerance
  • Verbal and Written Communication
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