TECHNICAL OPERATIONS MANAGER - DIGITAL MERCHANT SERVICES EAST ASIA
One of the world’s largest MNCs is looking to develop their Digital Merchant Services within Hong Kong, Taiwan and China.
Working as part of the Digital Merchant Services team, the management of both internal and external customers/vendors in the East Asia Sub region (HK, Taiwan and China) is the key in this role. Understanding of the business environment alongside the review and recommendation of new processes is a large requirement. Relationship management of 50 processing partners and over 100k merchants within the HK, Taiwan and China markets.
Responsibilities:
• ensure all escalated connectivity issues are resolved within agreed Service Level Agreements; track issues and develop solutions to avoid reoccurrences
• individual relationship management of approximately 50 processing partners; support GMS in business building initiatives and drive solutions for new merchant deals
• implement market process improvements to enhance merchant fulfilment and speed to market
• deliver subject matter expertise on internal product portfolio and external competitor product portfolios
• clear focus on tracking recurring merchant pain points and prioritisation of future funding decisions
• govern all vendor metrics ensuring merchant satisfaction and best in class service
• effectively manage the DMS A/NZ cost centre in line with 2011/12 forecasts
• provide leadership to a team of B30s and 25s across HK and Taiwan
• manage vendor performance in accordance to agreed contracts
Requirements:
• degree in Computer Science or relevant studies with a minimum of six years relevant work experience including: service delivery and infrastructure
• good command of English, Cantonese and Mandarin
• ability to work effectively with others outside the line of formal authority; ability to accomplish organisation goals and to identify and resolve problems
• ability to present information to individuals or groups; deliver presentations suited to the characteristics and needs of the audience; convey information clearly and concisely to groups or individuals either verbally or in writing; ability to listen and respond appropriately to others
• ability to identify issues, obtain relevant information, relate and compare data from different sources, and identify alternative solutions
• ability to develop and maintain effective relationships with others in order to encourage and support communication and teamwork; ability to build and maintain ongoing, collaborative, working relationships to achieve goals
• skill and ability in coordinating, facilitating, and participating in a collaborative approach to the completion of tasks or assignments
If you would like to apply for this role or find out more, please apply online or contact Alexander Hickling at Robert Walters on (852) 2103 5300 or alexander.hickling@robertwalters.com.hk quoting the Job Reference XHI/403830.