Company: First Data Canada Merchant Solutions ULC
Business: First DataMerchant Services
Position: Client Partner &Implementation Manager
Job Status: Full Time
Hiring Range: $43,300. - $65,000.
Variable Pay: FDC-Bonus, 10% of Base Salary @100% Target
Work Location: Mississauga, Ontario

JOB SUMMARY:Manage and coordinate the implementation of Client facing change management initiatives for First Data Canada Merchant Solution (FDCMS). Lead, manage and represent the business unit(s) in the delivery of existing services, solution design efforts for new opportunities and act as the primary liaison during implementation.Work with internal and external clients (both domestically and internationally) regarding execution of contractual service agreements, operational processes and client inquiries. Ensure all service level agreements are met or exceeded and potential changes, risks, are communicated to management.Work in partnership with multiple stakeholders to ensure that new merchants have been setup in accordance with contract stipulations and client expectations.Proactively identify, evaluate and solve problems with a rigorous logic, group facilitation skills, and a systematic approach. Required to look beyond the obvious to reveal root cause issues and drive solutions that continually improve and enhance operational efficiency, increase revenue, minimize attrition and drive cost containment. JOB DUTIES and MAJOR RESPONSIBILITIESo Primary point of contact for major accounts along with inquires and escalations.o Work with internal shared service teams to obtain relevant information from existing clients, monitor account variables on a monthly basis (i.e. profitability management and service delivery)o Lead all contract and solution renewal opportunities within portfolio in an effort to drive growth. o Identify accounts presenting an attrition threat, apply and implement retention programs to prevent attrition.o Build and maintain internal management relationships across functions and business lines to improve the customer experience and foster collaborative, integrated approaches to meeting customer needs. o Daily operational responsibilities include process failure/issue identification, route cause analysis, profitability management research and benchmarking to identify, evaluate, and target strategic improvement opportunities and corrective action plans. o Escalation through trouble reporting and/or to senior management, drive resolution to mitigate customer impact, risk, and financial losseso Develop, review and diagram business models and business requirements, Standard Operating Procedures (SOP) and initiatives of varying size & complexity.o Reviews daily reports pulled from various internal and external MIS reporting systems for trends requiring escalation to Management. Proposes process and/or technical changes. o Manages departmental projects as assigned by Management.KNOWLEDGE/SKILL REQUIREMENTS:o Strong communicatoro Service & Results Oriented with proven interpersonal skills including negotiation with the ability to influence outcomeso Self motivator with developed time and self management skills and demonstrated personal leadership skillso Strong analytical and consulting skills with the ability to provide guidance, and/or alternatives to business partnerso Ability to develop strong working relationships with individuals at all levels within the organization and external partnerso Strong PC skills with experience that includes MS Office, MS Visio. MS Project Plan considered an asset.o Capable of working independently and collaboratively as a team membero Clear knowledge of industry standards, solid understanding of back office support requirements, Credit Card Association policies and practices, strong relationship building skills. o Some level of sales experience. o Understanding of Project and Program management methodology.o Senior business level professional maturityo French language skills considered an asset.LEADERSHIP: This position has no supervisory responsibility. This position has authority to exercise decisions that remedy internal errors within FDC policies.TRAVEL / WORK CONDITIONS:Position will be based in First Data Canadas Mississauga or London Office in Ontario.CONTACTS (Internal/External)Routinely work with First Data operational support teams, such as, but not limited to settlement/funding, AIS, Credit/Periodic Review, Collections, Fraud and Disputes. Maintains regular contact with senior level decision makers and day to day business contacts associated with individual accounts..
Stable work history, 6 months collection, experience in a call center enviornment. Demonstrates ability to communicate effectively. Must be highly motivated with the desire to earn commission based on individual performance