Job description
Edenred is a leading digital platform for services and payments and the everyday companion for people at work, connecting over 50 million users and 2 million partner merchants in 46 countries via roughly 900,000 corporate clients.
Edenred offers specific-purpose payment solutions for food (such as meal benefits), incentives(such as gift cards, employee engagement platforms), mobility (such as multi-energy, maintenance, toll, parking and commuter solutions) and corporate payments (such as virtual cards).
True to the Group’s purpose, “Enrich connections. For good.”, these solutions enhance users’ well-being and purchasing power. They improve companies’ attractiveness and efficiency, and vitalize the employment market and the local economy. They also foster access to healthier food, more environmentally friendly products and softer mobility.
Edenred’s 10,000 employees are committed to making the world of work a connected ecosystem that is safer, more efficient and more responsible every day.
In 2021, thanks to its global technology assets, the Group managed close to €30 billion in business volume, primarily carried out via mobile applications, online platforms and cards.
Edenred is listed on the Euronext Paris stock exchange and included in the following indices: CACNext 20, CAC Large 60, Euronext 100, FTSE4Good and MSCI Europe.
The e-Payment Service Manager will play a key role by acting as a strategic partnership between the Tech department and the business to ensure the availability and performance of Edenred's payments process support (B2Cand B2B) applications & platforms application landscape.
The goal of the role is to steer the external payment partners to push excellent customer experience using the Edenred services and also partners with internal customers to identify the points of friction, build a business case, propose requirements and advocate for customer experience improvement projects. He acts as the focal point to driving the partner to hands-on analysis, resolution, escalations, gathering data. He is also responsible for managing the Incident, Problem and Change Management process and for the continuous improvement of the solutions in use.
Main duties and responsibilities
- Supervision, build and implementation of the payment process (agreement, support, monitoring, SLA, escalation, incident and problem management …)
- Drive the partners to work closely to evaluate the best approach
- Perform ongoing monitoring and analysis, striving for improved availability and system performance of payment process,
- Identify and mitigate risks to the availability of the payment process addressing and resolving issues before they impact service levels
- Follow up and guide Quality check in the process to guarantee that all players are working according to the SLA
- Work closely with Operations, Product, Tech and Supplier teams to resolve issues and find solutions.
- Ensuring that Incident, Problem, and Change processes in place are thoroughly documented, consistently audited, and regularly improved
- Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in Incident management process.
- Build reporting/dashboard to monitor the SLAs
- Conducting and sharing results from service and operation performance reviews
- Accounting of Partner agreement
Soft skills & Experience
- 5-7 years minimum of professional experience in Service Payment process Management including operational roles in international or multicultural environments
- Excellent problem solving, analytical and troubleshooting skills.
- Excellent self-organisation, strong orientation to achieve goals.
- Knowledge and understanding of best practices for service management or project management (ITIL or PMI, Certification is mandatory).
- Knowledge in the following areas required: (E-payment, POS, Office 365)
- Language: Italian, English fluent.
- Strong communication skills, including the ability to be influential and persuasive with stakeholders.
- An ability to think critically about systems and to make adjustments consistently as needed.
- The ability to manage time effectively while setting the tone of the team through modelling and leadership.
- Be capable of prioritizing multiple tasks in a proactive manner.
- Good intellectual agility and ability to deal with different topics in parallel
- Rigor in organization, formalization, and planning
- End user communication
- Excellent interpersonal relationship ability and collaboration
- Enthusiasm and dynamism
- Humor and patience
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