About Travelex At Travelex we are focused on making our customersâ€™ and partners lives simpler, more engaging and hassle free. Travelex is the Worldâ€™s largest foreign exchange bureau, with Retail and Wholesale activities in over 60 countries and annual revenues in excess of $900 million (and growing!) Travelex is on a mission to transform itself into a leading FinTech organisation through the development of a number of digital-first, greenfield products and services. You'll be working like a start-up with the financial stability and expertise of a business in operation for over 40 years. We have over 9000 employees globally and are continuing to expand our business,
so now is a very exciting time to be joining a dynamic and ever-changing environment. A new opportunity has arisen for an experienced Service Manager with a track record of global relationship management and ensuring quality of service to the global stakeholders. The role would involve interactions across Geography heads, IT & Operations counterparts. He/she would also be involved in designing and implementing new and changing existing processes across all aspects of transition. The role has a Greenfield element, defining and implementing procedures for the service transition process, requiring strong communications across the business. Manages relationship with Commercial Directors across the respective Geographies Accountable for service level from IT and OPS Escalation point for requests & incidents Documents processes & workflows across applications & functions. Enabling quicker resolution of issues and optimisation/automation where appropriate. Problem management and investigation, implementing remediation steps as necessary across COO. Where appropriate, he/she will be responsible for making sure the in service' OPEX costs are taken into account within the overall project/solution cost and the estimated effort required to transition a services into support are actively monitored and delivered within budget. Reviewing and highlighting manual & prone to Operational risk, or non-scalable processes existing for the Geo; to team up with BTO, OPS, IT and EA with regional representatives and create holistic COO oversight. Manage, track and report RTB SLA within COO functions for the Geo. Additionally ensuring involvement of COO teams in testing of changes/applications across supported functions. Keeping track of issues and mitigation plans for highlighted issues. Timely responses to escalated incidents and reporting to COO mgmt. on recurring trends. Oversight of Technology delivery roadmaps and how they fit into the 3YP (3 year plans) for geos. Representation of COO at Partner Committeeâ€™s Liaise with the project team, service management and key service support staff and ensure that policies and processes are reviewed, refined and accepted into service. Reviewing and where necessary developing the process and policies to underpin the effective delivery of services in a business as usual environment. Tracking of SLAâ€™s and financial penalties, escalation as appropriate to ensure that SLAs are not breached and penalties incurred. Required Experience: Trading Systems and product knowledge Project Management experience. Vendor management ITIL V3 Foundation or equivalent Experience of working with an offshore/virtual team Strong experience working in IT service management Extensive stakeholder and communication management experience up to c suite Calm under pressure Strong problem solving skills Experience leading meetings and reviews with senior stakeholders. Strong interpersonal skills, ability to negotiate and influence a wide range of stakeholders. Whatâ€™s in it for you? Youâ€™ll be welcomed into a high-performing team and as part of our deal, we offer a competitive package, a company culture of change and continuous improvement, a challenging and rewarding work environment with a genuine opportunity to develop â€“ all in exchange for your commitment to great performance and going beyond for our customers, our colleagues, and for Travelex. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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