VP Customer Excellence
Why is our Customer Excellence team the next step for you?
Our eCommerce division is booming. With significant revenue increases year on year, the business is the engine room of our global strategy. As experts in what we do, we operate across verticals that represent the most exciting opportunities for global eCommerce growth – Digital Content, Global Retail, Airlines, Regulated Gambling and Travel – and in doing so we are privileged to partner with many of the world’s most dynamic organisations. To achieve this we aim to reach more customers in more markets, in local language and with local payment options.
In Singapore we have our central hub for the Asia Pacific region, where about 50 colleagues are based in an office with great views over the city. The team is best described as tenacious warriors who are determined goal-getters and believe in being the best in whatever they do. The fusion of different cultures, the collaborative and fast-paced work environment make it a great a place to work.
How will you add value on a day-to-day basis?
As part of the local leadership team you are responsible for the APAC Corporate Support, Implementation, Solutions Consulting and Fraud Management Teams in Singapore, Shanghai and Tokyo.
You will be building and leading the APAC, best-in-class Customer Support, Implementation Solutions Consulting and Fraud Management teams, working closely with the other regions (such as UK, US and EMEA), ensuring a consistent approach (The Worldpay way) - globally.
This will deliver:
- A world-class experience for existing and prospective customers
- Increased customer loyalty
- Significantly shortened implementation and roll-out times
- Increased efficiency and productivity across our Support and Implementation teams
For all functions you will recruit, train, develop and manage the regional teams and ensure the team has a detailed understanding of our customers’ industries and needs, to provide valuable expertise and insights and to identify additional business opportunities.
Re Corporate Support; you will work together with the other VPs Customer excellence to ensure that all internal processes, cross-departmental hand-offs, etc. are customer oriented, seamless, efficient, globally consistent as well as properly documented - with clear accountabilities and SLAs
• Deliver fast issue resolution
• Manage all customer processes and ensure they are embedded and visible in CRM
• Achieve industry leading NPS scores
Re Implementation; you will manage the review and documenting of all legacy customer integrations and work with other VPs Customer Excellence to standardise new integrations, reducing complexity and removing manual workarounds wherever possible
• Manage the end to end customer integration experience, ensuring all processes are efficient, scalable, consistent globally and properly documented
• Manage the team to achieve the shortest possible implementation times (‘time to live’) and ramp-up times (‘time to full volume’)
• Achieve industry leading NPS scores
What will make you the ideal candidate?
You are a senior manager who has led complex customer support organisations before, with strong payment industry, product and technology experience. You have a strong commercial acumen and a strategic mind-set. You have a proven track record of managing, developing and retaining medium sized teams across multiple sites, and implementing process improvements projects.
Besides strong analytical skills and methodological way of working, you will have excellent communicative skills (concise and direct) and experience in identifying and influencing key decision makers and stakeholders.
Worldpay has merged with Vantiv Inc. to create a new global leader in payments. The new Worldpay will have the scale, the reach and the resources to take our success story to another level. This move allows us to expand further into high growth markets, deliver innovation at scale and above all, brings together exceptional talent and a shared passion that will help propel us forward to the next chapter of our collective story.
Our technology enables billions of payments to be made each year whether online or in person. Working with customers large and small we help them to take payments quickly, safely and reliably, allowing them to grow their businesses and making your life more convenient in the process.
Singapore / Singapore
February 5, 2018