Amazing Careers

Manager, Delivery Support

Total System Services

Total System Services

Customer Service
Posted on Friday, February 2, 2024

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.

Summary of This Role

Manages the implementations and conversions of detailed information technology solutions in the payment card industry. Manages teams who lead and/or execute implementation and conversion projects supporting the company-client relationship, ensuring customer satisfaction. Manages client engagement, scope development, budget analysis, labor planning, and coordination of activities between client and team members. Ensures monitoring of project completion from initiation through delivery to meet revenue and cost projections. Oversees performance of the installation and client acceptance of capitalized equipment, enterprise software systems, related product development, and/or related system implementation and conversion projects. Serves as mediator to internal and client issues and conflicting priorities for members of cross-functional teams focused on the delivery of company solutions to clients. May be responsible for new client training and documentation associated with implementations and conversions.

What Part Will You Play?

  • Provides leadership/support for multiple team members who perform high risk client mainframe changes for implementations, deconversions and production clients (BAU). Oversees team tasks that are highly specialized in nature and include the following: complete setup of clients processing needs.
  • Responsible for overall support of clients. Provides leadership/support for multiple team members who perform high risk client mainframe changes for implementations, deconversions and production clients (BAU). Ensures complete setup of clients which includes; processing terms and fee structure, account information such as finance charges, cards, statements, authorization controls, inserting routines, and correspondence.
  • Leads team in process improvements such as building and executing macros for high volume/high risk changes and generating ad-hoc reporting from fields on the master record to provide to clients. Reports to the management on client on issues, projects, client maintenance, and process improvements. Participates in client meetings and guides team members on client communication with purpose of providing issue resolution. Primary escalations point for clients while the client is in the implementation/conversion process ensuring maximum accountability and client satisfaction. Available 24X7 to ensure client experience and issue resolution is timely, driving high client satisfaction.
  • Monitors resources and work, identifying additional needs required to provide quality client support.
  • Execute monthly, quarterly and ad hoc department metrics that are reported to executive management. Metrics include current capacity, aging projects, failed client interactions, project durations, and project standing. Participates in monthly metric review meetings.
  • Audits projects to ensure supporting documentation and pricing are correct and within scope of the contract.
  • Not an exhaustive list; other duties as assigned

What Are We Looking For in This Role?

Minimum Qualifications

  • Bachelor's Degree
  • Relevant Experience or Degree in: related field of study from an accredited university is required; however, relevant experience in lieu of a degree may be considered.
  • Typically a minimum of 6 years
  • related professional experience and prefer a minimum of 1-2 years experience in a supervisory position.

Preferred Qualifications

  • None Identified

What Are Our Desired Skills and Capabilities?

None Identified

    Global Payments Inc. is an equal opportunity employer.

    Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.