Job Detail

Worldline [Euronext: WLN] is the European leader in the payment and transactional services industry. With innovation at the core of its DNA, Worldline’s core offerings include pan-European and domestic Commercial Acquiring for physical or online businesses, secured payment transaction processing for banks and financial institutions, as well as transactional services in e-Ticketing and for local and central public agencies. Thanks to a presence in 30+ countries, Worldline is the payment partner of choice for merchants, banks, public transport operators, government agencies and industrial companies, delivering cutting-edge digital services. Worldline’s activities are organized around three axes: Merchant Services, Financial Services including equensWorldline and Mobility & e-Transactional Services. Worldline employs circa 11,000 people worldwide, with estimated pro forma revenue of circa 2.3 billion euros on a yearly basis. worldline.com
SIX Payment Services is part of Worldline since the 30 November 2018 and offers tailor-made solutions along the entire value chain of cashless payments to financial institutions and merchants worldwide.  www.six-payment-services.com.

Is professional service important for you? Do you feel comfortable in a cross-divisional role in which you promote the customer’s interests in cooperation with the managers of both business (S&M) and delivery units (IT, CS, TO)? Then we might just have the perfect challenge for you !
 
As a Customer Delivery Manager, you will report to the Head of Customer Delivery Management CH, and you will be responsible for providing the Wordline services to customers that use both terminal and acquiring services from Worldline. In this role, you will ensure that the service towards the customers in your portfolio is in line with the contractual agreements (SLA) and you will promote the continuous improvement of our services & our customer satisfaction.

Main Tasks:

• Coordination of deployment of payment solution for national & international key account customers with service partners or within own organization (onsite interventions & installations)


• training for service partners, customers and internal departments (e.g. Contact Centre) onsite and digital


• documentation for internal and external use of payment solution, handouts, quick guides, etc.


• technical relationship to key account customer during on-boarding phase and during running customer projects


• participating in technical boards & committees (e.g. Release Board) to represent the customer’s interests and needs and to be able to communicate timelines to the merchants


• coordination of SW rollouts with key account customers and internal peers (Contact Centre, Techsupport)


• incident ticket handling


• change requests for customer requirements


• Putting in place and managing the consultation and communication structure by phone and mail with the customer


• Monitoring and reporting on the agreed "SLA" and customer satisfaction targets


• Monitoring the quality of our service by proactively identifying structural problems "root cause" to carry out analysis and implement improvements


• Ensuring the necessary skills and operational capacity to respect the existing contract agreements


• The efficiency of the cooperation of the cross service team including external service partners


• You have constant contact with business leaders (Sales & Marketing), the delivery organization (IT & Customer Services) and of course your clients' portfolio.

Your Profile:

• You have a bachelor degree or equivalent experience with a technical background


• You are fluent in German, English and French, every other language is an asset


• You have experience preferably within the service industry


• You are very customer minded & able to communicate and report on an "executive" level


• You identify and quickly understand the needs and expectations of the customer and/or market


• Experience with leading/coordinate (virtual) teams and this preferably in an operational service delivery context is an asset


• You have experience with the implementation of improvements, which lead to a higher customer satisfaction


• You have strong communication skills at all levels, you are persuasive, know how to make an impact and to negotiate


• You work in a proactive and diplomatic manner

SIX Payment Services AG, Hardturmstr. 201, 8005 Zürich. For questions you can contact Fredy Amrein (+41 58 399 47 19)

Shared values

The 11’000 men and women of Worldline – SIX Payment Services 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. And above all, we never turn our back on a challenge. These values nurture a dynamic and innovative team where everyone can develop and grow .

Your Application

If you wish to apply for this position, please click below to complete our online application form and attach your CV in either Word, rtf or text format. Atos does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements. We are committed to making reasonable adjustments to the applications process for people with disabilities