Field Services Manager
Ingenico Group
This job is no longer accepting applications
See open jobs at Ingenico Group.See open jobs similar to "Field Services Manager" FinTech Australia.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.
The Opportunity:
We have an opportunity for Field Service Manager to join the team on a permanent basis in the Melbourne - Preston office.
The Field Service Manager is accountable for the management of the Field Service Management department, which encompasses both the Operations Support team and the external Service Provider.
The primary responsibilities of the Field Service Manager include managing the contractual relationship and performance of the Service Providers (Field & Self Installations), with a specific focus on financial, technical, and customer/merchant experience goals. Additionally, it is crucial for the Field Service Manager to ensure that services are delivered efficiently and effectively, meeting standards and ensuring customer/merchant satisfaction.
This position demands strong leadership, expertise in the field service industry, and exceptional customer/merchant service experience skills.
Areas of Responsibility:
- Overseeing the Field Service Team including the Operations Team, Self Installations delivery & external Service Providers.
- Stakeholder management of all internal customer/merchant interactions/touch points with the Service providers
- Establish and maintain strong business relationships with internals and external stakeholders and service providers
- Establishing Key Performance Indicators (KPIs) with Service Providers to improve field force performance. Monitoring and managing compliance to these KPIs.
- Ensuring a transformative customer/merchant experience by managing the end-to-end field experience with a focus on cost efficiency and service excellence.
- Implementing performance and continuous improvement initiatives.
- Management of the Service Provider contracts and scope of works compliance.
- Overseeing Service Provider field & Self Installations forecasting and managing appointment capacity to improve performance, utilization, and accuracy.
- Reviewing Demand Plans and ensuring sufficient technical capacity to meet demand.
- Ownship and delivering budget targets
- Development and the management of strategy plans with Service Providers to improve customer/merchant experience and efficiency SLAs
- Manage pricing methodology across Field network
- Prepare & conduct monthly Governance meetings
- Prepare and conduct fortnight operational forums and improvement programs of work.
Competencies, skills and Experience
- Previous 3rd Party Vendor Management experience within a technical environment is essential
- Able to demonstrate and articulate an in-depth understanding of delivering best in class customer/merchant experience
- Advanced stakeholder management at all levels including senior management, operational staff and service provider workforce
- In-depth understanding of contract performance metrics and how to evolve these through the contract life-cycle
- Solid understanding and proven results of financial metrics and impact of balance sheet and P & L
- Previous Contract management experience including the development and implementation of commercial documents such as Service Level Agreements
- Change Management / Project Management experience (SixSigma, Prince II) desirable
- Previous experience in planning, implementing and reviewing outcomes achieved through effective change management strategies
- Experience in managing contract compliance / non-compliance
- Proven business leadership skills
- Strong interpersonal & relationship building skills with ability to influence external & industry stakeholders
- Must be energetic, self-motivated and able to transmit your enthusiasm & commitment to others.
Qualification:
- Preferred tertiary Experience in Business
Ingenico is proud to be an equal-opportunity employer and welcomes applications from candidates of all backgrounds.
This job is no longer accepting applications
See open jobs at Ingenico Group.See open jobs similar to "Field Services Manager" FinTech Australia.