Business Support Manager- Multinational FinTech

Company FORTE ICT (JN Enterprises LTD)
Reference 431000717
Sector Customer Services
Town/City London
Locations UK, London
Job Type Freelance/Supply
Date Posted 1st Jun


Job Description

Nature & Aim of the position:

The aim of the role is to support Head of Operations and Compliance to improve operational process and procedures and to support local sales team for new merchant on boarding processes - MNA completion, affiliation contract signing and filing, starter pack delivery - and existing merchant's requests follow up or dispatch - queries on company and technical solutions, forms requests and collateral delivery.

The ideal candidate is passionate about working with a dynamic team to deliver a world class customer experience. To ensure compliant with legal, regulatory requirement and work with cross functional teams to deliver excellent service to our internal and customers.

Main duties and responsibilities

  • To work closely with Head of Operations and Compliance to develop and build operations and compliance department

o To help create and embed a process management culture using industry and internal best practices and standards

o To review Contract management process, set up, control and implement new merchants under the guidelines in work

o To review and improve all operational and compliance process and procedures across the business

o To be responsible for working on front to back initiatives, across functional or organisational boundaries, to add value to the end to end process and make it more effective focusing on the value flow for the customer and the business

o To supervise two resources, which are responsible for:

  • Management of couriers and the stock provisioning for material and collaterals
  • Prompt reply to calls to solve issues in cooperation with local IT team, Bratislava processing team, or field sales team; and making sure the on boarding process is completed, for all new merchants

o Help Retailer Services Team with handling calls, emails and enhancing and maintaining the onboarding process for existing and all new merchants

o To draft and distribution of Business Statistics analysis and reports, presentation and discussion

o Recover rejected forms in collaboration with processing and recovery team

o Become master user for MNA and CRM to facilitate the business with any queries and concerns

o Facilitating conversations with internal business customers on how they get work done (process design), how they measure success (manage) and finding better ways to get things done (improve)

o To assist develop and maintain project governance across the directorate to ensure that all business improvement projects are joined up and deliver against priority areas.

o To assist design, organise and facilitate business analysis and change activity with staff and stakeholders, developing a strong understanding of their current and future requirements and the change required to meet future outcomes

o To assist review and investigate business systems and processes to identify improvement opportunities and work with team managers for review and action

o To assist in Identifying risks within policy/procedures, processes and systems, and obtain sufficient evidence to support findings.

o To produce clear and insightful reports and briefings for managers as required

o You will be passionate about delivering a quality service and know how to effectively implement and communicate processes.

o Work on any other projects and tasks that Head of Operations and Compliance asks/needs.

  • Work with Retailer Services Team to review and improve operational and administration process and procedure

o Review, improve and document all process and procedures

o Improve engagement with Account Management Team

o Help Retailer Services Team with handling calls, emails and enhancing and maintaining the onboarding process for existing and all new merchants

Essential Background & Education Required:

o People management experience

o Experience of process improvement and documentation

-Experience of Contract Management review processes

-Experience with reports and stats provided to management

o Educated to degree level

o Experience in the tax free industry, financial service, or retail is a plus

Specific skills and knowledge

o Able to identify problems and come up with solutions

o Being always proactive and taking ownership

o Detail and results orientated with good analytical and organisational skills

o Able to use your initiative, prioritise, and switch work styles as necessary

o Strong Analytical skills

o Good knowledge of MS Office products

o Usage of reporting/statistics tools

o Solid knowledge of TFS and DCC products (to be acquired)

o Positive attitude towards customers and colleagues


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