Merchant Implementation Manager

The Implementation Manager is responsible for the technical boarding of Worldline's merchants and for providing technical support to existing merchants. He or she coordinates the integration of merchants into Worldline's Payment Processing Platform (APIs connectivity). The implementation manager configures front and Back office systems to ensure merchants have access to selected products and services (Worldline provides more than 170 payment methods worldwide: cards, real-time bank transfers, wallets, etc.). The Implementation Manager has broad e-commerce payment and service knowledge.

During the technical integration, the Implementation Manager must be able to understand the merchant-specific needs and business model, advise them on best practices and translate the merchant's requirements into the correct technical setup. The maintenance of existing accounts involves consultancy on various integration/processing matters, as well as troubleshooting of operational issues and performing SLA-bound changes to initial account configuration.

The Implementation Manager role requires intensive remote merchant interaction (approx. 80% of the role) and solid communication and organizational skills. The implementation manager works together with partners from numerous internal departments (Sales, Professional Services, Credit and Risk, Merchant Services, Product Management, IT etc.) to ensure merchant requirements are fulfilled.

The Opportunity

At Worldline, our technology addresses persistent challenges of the payment world. We design and operate leading digital payment and transactional solutions that enable sustainable economic growth and reinforce trust and security in our societies. If you are a highly-skilled Implementation Manager, then get ready to join our company.

We have many hardworking and dedicated peers that would love for you to work with them. We are committed to continuous improvement. We are always looking for new and innovative ways to improve quality, reduce costs, build excellent solutions, and grow customer happiness. We would like to welcome an organized, innovative and process driven colleague to our team.

You will work for Worldline's Merchant Services Global Business Line. This is a major international player in end-to-end Commercial Acquiring, Multichannel Payment Acceptance and Payment Terminal solutions.  Merchant Services' unique combination of payment, digital and transactional expertise allows merchants to boost sales and enhance the customer experience.

We cover the full retail value chain, online and in-store, through a complete approach, delivering a real digital journey for retailers and their customers and facilitating consumer engagement, via seamless services, on any device – with payment at the heart of the shopping experience.

Your day-to-day responsibilities include:

• Integration of new merchants/ new accounts for existing merchants
• Technical support for existing merchant accounts
• Supporting pilots for new products
• Product maintenance: liaise with IT & Product departments in respect to product faults
• Work together with various internal stakeholders to resolve merchant enquiries

The Merchant Implementations Team (present across multiple regions) are guiding our merchants through a predefined implementation plan covering:

Implementation preparation & set-up

• Providing technical specifications & deliverables
• Configuration & set-up of online / offline systems
• Activation of payment products and services
• Setting-up test accounts

Technical integration consultancy

• API Interfacing
• Website alignment and development
• Integration of financial reporting modules

End-to-End Testing

• Test all interfaces
• Complete end-to-end test
• Certification

Go-live implementation

• Configuration of live accounts in production environment
• Internal and external sign-off

Go-live

• Post Implementation monitoring
• Post go-live monitoring
• Merchant support with reporting/reconciliation/transaction monitoring

Post Go-live and Change Management

• Implementation of merchant related changes
• Technical support for existing merchant accounts
• Level 2 support for internal and external issues and operational queries
• Associated communication with various departments like Business Development, Account Management, Merchant Support and Product Development
  
  

Apart from the technical integration support, tasks would also include the following:

• Supporting pilots for new products
• Product maintenance: liaise with IT & Product departments in respect to product faults
• Work together with various internal stakeholders to resolve merchant enquiries
• Any other tasks and responsibilities assigned within the scope of Merchant Implementations

Skills we can't do without:

• Strong intellectual capabilities: capable to absorb large amount of information
• Commercial mindset: able to relate project delivery to revenue targets
• Internal/external stakeholder management capabilities: power of persuasion
• Able to accurately perform under pressure
• Able to effectively cope with change
• Relevant technical capabilities
• Able to keep a helicopter view, work in a structured way and are able to make and maintain a realistic planning

Skills we'd like:

• Bachelor or Masters degree, preferably in a technical field
• Previous experience in the ecommerce payment industry is preferred
• Precision and strong analytical skills
• Experience in managing customer relations (internal/external)
• Excellent command of English (written and spoken)
• Planning & Organizational skills: project management expertise is a plus
• Excellent communication skills
• Affinity with e-commerce / payment industry
• Technical Knowledge
• Proficiency in MS Office
• Knowledge of JSON and REST web service is a must
• Knowledge of programming languages as Java, JavaScript, PHP, Android, iOS, or .NET is a big plus
• Knowledge of the following is an advantage, but not strongly required: CSS, HTML, Internet Protocol Interfacing/Networks, Certificates (SSL), relational databases (e.g. Oracle).

More reasons to join us

In addition to joining a global leader in digital transformation, you can also expect an excellent range of benefits. These include: a rewarding salary, an attractive annual leave & pension scheme plus many more. 

What's more, we really value Innovation, Cooperation, Excellence and Empowerment. These values are reflected on our daily work. This is the core of our organization. At Worldline our top priority is to engage, encourage and develop you to help you improve your potential. In fact, we have comprehensive training and development programs in place demonstrating our dedication to developing your career.

Our success comes from strong skills, new insights, diverse points of view and the energy of all women and men from Worldline. Not only do they represent the Heart and Face of our company, they are also key players in our success. We make leading our talents a major asset in the success of our business.

Worldline is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or other applicable legally protected characteristics.

Career Path From Junior to Expert:

Junior Implementation Manager

• Perform technical tasks independently
• Manage integrations with simple to moderate complexity
• Provide level 2 support with simple to moderate complexity
• Implement change requests
• Supporting pilots for new products
• Product maintenance: liaise with IT & Product departments in respect to product faults
• Work together with various internal stakeholders to resolve merchant enquiries

Medior Implementation Manager

      Additional for a Medior Implementation Manager

• Manage simple to relatively complex integrations
• Provide level 2 support with simple to complex issues
• Represent MI on pilot initiatives for new products
• Pro-actively gets and keeps technical knowledge and skills up-to-date in order to be able to support own and other departments.
• Pro-active involvement in departmental improvements.
• Provide presentations to technical and non-technical groups; presentations to superiors and subordinates; internal (colleagues) and external (client) presentations

Senior Implementation Manager

      Additional for a Senior Implementation Manager

• Has a cohesive understanding of the business as a whole.
• Delivers technical or project information to sales, that can be used as input for commercial proposals (RFPs) or as information documents.
• Ability to coach MI colleagues in implementation cycles and delivering best practices
• Provides escalation support for troubleshooting and resolution of technical implementation and operational issues.
• Prepares and gives technical related presentations, writes contents and leads sessions in order to share technical knowledge and experiences with colleagues in own department and other departments.
• Assists the sales teams, account management and implementations teams in the crafting of solutions that support the integration of products and services with client and third party applications.
• Visible face and knowledgeable technical resource for client pre-sales discussions.

Considered a Subject Matter Expert for some specific MI-related areas (products, verticals, etc.)

• Participate in cross-functional and cross-departmental vertical activities: vertical product launches, beta-testing, technical reviews, etc.
• Act as global lead for vertical and participate in vertical events, internal seminars, product innovation, etc.
• Implement A-brand or strategic merchants

Implementation Manager Expert

Additional for a Merchant Implementation Expert

• Considered a Subject Matter Expert for most of the specific MI-related areas (products, verticals, etc.)
• Ability to unleash the true power of the team by spreading their domain knowledge
• Functions as the official back-up for the Global Manager for Merchant Implementations

#LI-MP1