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Service Delivery Manager - Online

Want to join the best minds in the payment industry, solving complex problems and being our customers helping hand? Ideally, you have worked with payments before and you now want to join the fastest moving train in the industry! Or you have a burning interest in eCommerce businesses and you are now looking to dig deeper into payments.​

The role:

  • Deliver an industry leading customer experience for our online customers, driving continuous improvement through SDM customer engagement, support, incident management, onboarding and project management

  • Main touch point for customers and key stakeholders in relation to area of responsibility and ensure quality outcomes

  • Drive exceptional customer experience to all internal and external customers

  • Build a high-performance customer experience culture within the business, developing and mentoring the broader team 

    Key Objectives/Outcomes:

     Full ownership of online customer experience via:

    • Pro-active customer engagement
    • Delivery of projects across our online customers
    • Monthly reporting, analytics and insights for our major clients
    • Support tickets resolved within SLA 

Areas of Responsibility​:

  • Key customer advocate internally

  • Escalation point for allocated customers

  • Responsible for allocated customers’ SLAs and NPS

  • Key communicator to allocated customers for incidents

  • Business updates to customers

  • Customer onboarding and change request initiation and delivery

  • Key support to internal sales and support teams

  • Tracking, delegating and resolving incoming customer requests

    from online customers 

    Activities:

  • Production of and/or assistance in production of monthly, quarterly and ad-hoc reporting 
  • Provide and/or ensure advisory services are provided to customers in area of responsibility
  • Work closely alongside online teams to achieve mutual goals and targets
  • Ensure high quality customer service in area of responsibility
  • Receive and manage the resolution of customer requests through various mediums

Knowledge:

  • Outstanding leadership skills

  • Strong understanding of IT Service Delivery

  • Strong technical understanding of payment gateways/eCommerce and support systems

    Experience:

  • Previous service delivery experience within an IT Support Area Required (min 3 years)

  • Experience in dealing with customers at various levels and providing quality outcomes for customers via direct resolution

  • Strong stakeholder management; liaising with customers and project partners

  • Project management and analytical skills

  • Customer experience focus – customer voice, customer management, customer advocacy

    Expertise:

  • Continuous improvement culture and experience

  • Ability to work and succeed in cross functional project teams and successfully deliver planned outcomes

  • Learn quickly and adapt to a dynamic environment 


If you want to be challenged every day and enjoy working alongside an energetic team in a vibrant work environment, then Bambora is the place for you.

We don’t wait for change, but rather see it as our mission to challenge: push the boundaries, redefine normal, and thereby achieve the extraordinary. Being the world’s biggest startup we are on our way to conquering the world. A unique journey, do you want to be part of that?


Apply for this job

Or, know someone who would be a perfect fit? Let them know!

Sydney

Suite C Level 2, 117 Clarence Street
NSW 2000 Sydney Directions

OUR VALUES: The 4B´s


Be bold

We encourage all employees to make decisions and stand confidently behind them.

Be passionate

We’re excited about the future of our business and the commitment it will take to build it.


Be collaborative

We embrace our partners and work together to find solutions that are beneficial to all.


Be responsible

We accept full responsibility for our role in the world and the actions we inspire.

 

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email
@bambora.com
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