Business Technical Services Specialist

2 weeks ago

York, United Kingdom Global Payments Full time

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Key Responsibilities

Process Design and Improvement
- Collaborate with stakeholders to design, map, and optimize end-to-end customer operations processes.
- Identify inefficiencies and recommend innovative solutions to enhance global operational performance.
- Document and standardize processes to ensure consistency and compliance across regions.

Procedure Development
- Write clear and concise procedure documents to guide the Customer Operations team.
- Maintain and update documentation to reflect changes in processes, policies, and regulations.
- Ensure all materials are aligned with global standards and meet audit and compliance requirements.

Training and Development
- Develop and deliver engaging training programs for new hires and existing team members.
- Create user-friendly resources, including presentations, guides, and e-learning modules.
- Evaluate training effectiveness and adapt materials to ensure ongoing skill development.

Presentations and Communication
- Prepare and deliver compelling presentations to senior stakeholders and cross-functional teams.
- Communicate updates on process improvements, training initiatives, and project progress.

Continuous Improvement
- Monitor operational performance metrics to identify opportunities for improvement.
- Lead and support global initiatives to enhance efficiency, customer satisfaction, and team effectiveness.
- Stay informed of industry trends and best practices, incorporating them into process design and training.

Key Skills and Experience
- Proven experience in process design, documentation, and improvement, ideally within the financial or payments industry.
- Strong instructional design and training delivery skills.
- Exceptional written and verbal communication skills, with the ability to translate complex information into user-friendly materials.
- Strong analytical skills and a solution-focused mindset.
- Proficiency in tools such as Visio, Lucidchart, or similar for process mapping, and PowerPoint or similar for presentations.
- A collaborative approach with the ability to build relationships across teams and regions.
- Familiarity with global customer operations and compliance requirements is a plus.

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