HEAD OF QUALITY MANAGEMENT

Contenido de trabajo

Worldline is the European leader in digital payments and number four worldwide, powered by over 20,000 employees in more than 50 countries. Every day, our technology provides the trusted infrastructure for millions of people and businesses around the world - and we´re just getting started. We are on an exciting journey to lead the way towards the next frontier of payments. Our ambitions are extraordinarily high, and we need the best people in the world to bring them to life – people like you. So if you are a highly skilled Quality Manager, looking to make a real impact on the world, join our journey!

Business Context

The Global Business Line “Merchant Services” is one of the 3 Global Business Lines belonging to the WL Group.

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 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 opportunity

As Head of quality management, you are responsible to drive & steer the quality roadmap within the Operations of Merchant Services, with Operational Excellence as a competitive differentiator, based upon the WL MS operational excellence strategy, best practices & fundamentals.

The quality manager within the GBL MS/CTOO office will report directly to the Operational Excellence manager and is

· Accountable for the definition, deployment & monitoring of the quality roadmap of IT Operations, Customer Services & Terminal management for all platforms run under the direct or functional responsibility of the CTOO office

· Responsible for the typical quality processes (training, continuous improvement and performance management) in close relationship with Worldline Group Quality

· Responsible for assurance of adequate internal control within Merchant Services as well as follow up of audits and audit recommendations.

He/she will animate the relationship between stakeholders from the Product, Operations, Sales organization, as well as outsourcing partners involved in operating the MS product and services

The key responsibilities of the “COO quality manager” are:

· To provide leadership with regard to quality management within an operational IT & customer services environment, based on a clear roadmap and a documented quality management system

· To define the training plan, and steer training methodologies that support the objective of “continuous learning”.

· To provide the operational excellence reporting, that measures the operational excellence objectives, and forms the basis for continuous improvement. Steer the different governance committees related to Operational Excellence.

· To manage continuous improvement processes within Merchant services, a.o.:

o Customer satisfaction processes

o Service Level management processes

o Major incident & Major problem reporting processes

o IT maturity assessment and process capability processes

o COO fundamentals

o Complaint management processes

o Cost of non quality & first time right

· To manage quality initiatives that will lead to increased customer satisfaction.

· To set up quality awareness programs to ensure that quality becomes part of our DNA.

· To act as a single point of contact with regard to Internal Control within Merchant Services.

· To facilitate audits as a leading action coordinator, and perform close follow up of audit actions

· To work closely with Group quality & internal control functions in order to leverage on common methodologies, approaches & toolings

Your profile

· Master’s degree or equivalent experience

· 10+ years of experience in IT quality management role and/or IT service management

· In depth knowledge of audit, and internal control concepts (Cobit, COSO, SOX, ...)

· Experience in IT process management

· Passion for customer satisfaction and quality management, identifying and understanding the customer needs and expectations

· Work in a proactive and diplomatic manner with strong communication skills at all levels

· People management experience in an operational IT context with excellent leadership skills and ability to effectively manage, lead and supervise a multidisciplinary international team, within our outside direct span of control

· Able report on an "executive" level

· Fluent in English

· Experience with ITIL,

· Experience with Lean, SixSigma, BPM, maturity assessments

Competencies:

· Capable of developing trusted relationships and 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

· Strong verbal and written communication

· Able negotiator

· Autonomous, dynamic & flexible

· Critical thinking and problem-solving skills

· Decision-making

· High stress tolerance

Perks & benefits

Next to a rewarding salary, we offer you the following local benefits in this role:

· Bonus

· Meal & Eco Vouchers

· Insurance Package

· 27 days off

· Possibility for remote working (2 days/week)

· Company Car and Mobile Phone.

Grow with us, create tomorrow

At Worldline, we are dedicated to helping our people unlock their full potential - both professionally and personally. With comprehensive training and development programs, expert communities, and global mobility programs, you will always be able to develop and grow at Worldline - wherever you want to go and whatever you want to do. We also offer flexible hours and remote working, to empower you to be your best self at work and at home. 8 in 10 Worldliners consider Worldline a friendly place to work, and 9 in 10 are satisfied with the training & development they receive.

Worldline is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or other applicable legally protected characteristics.

Learn more about life at Worldline oncareers.worldline.com