Service Operations Systems and Process Lead

Conferma Ltd; East Midlands; On-site; GBP 40,000 - 80,000; Full time

Job summary

An innovative company is seeking a Service Systems and Process Lead to enhance their operations through effective management of the ServiceNow platform. This role involves optimizing processes, improving customer satisfaction, and collaborating with diverse teams to drive performance. The successful candidate will thrive in a dynamic environment, leveraging their fintech expertise to implement best practices and foster a culture of continuous improvement. Join a forward-thinking team dedicated to transforming virtual payments and making a significant impact in the industry.

Benefits

Salary Sacrifice Pension

Life Assurance

Enhanced Company Sick Pay

Private Medical Scheme

33 Days Paid Annual Leave

Additional Holiday Purchase

Paid Time Off for Life Events

Birthday Leave

Enhanced Parental Leave

Employee Assistance Program

Qualifications

• Extensive experience in fintech with strong understanding of B2B SaaS.
• Deep understanding of Service Operations processes and ServiceNow.

Responsibilities

• Administer the ServiceNow platform and manage process documentation.
• Develop performance reporting and enhance customer experiences.

Skills

Industry Expertise in Fintech

Service Operations Processes

Financial Management

Data Analysis

Customer Relationship Management

Process Improvement

Communication Skills

Tools

ServiceNow

CRM Tools

Job description

Company description:

Conferma is a global payment technology company who combine innovation and expertise to push the boundaries of what can be achieved in the world of virtual payments. We were created in 2005 and were more recently acquired by Sabre, with additional investment from Mastercard. Over the past decade, the Conferma ecosystem has grown, enabling us to become the world’s largest payments platform for virtual cards.

We’ve engineered connectivity to over 80 of the world’s best commercial card partners, over 400 travel management companies and over 150 travel technology partners. Every day, our team members work together to make it easier for travellers to connect with people and places. Our teams include passionate people dedicated to providing an environment that encourages partnership, a place where you feel like you belong, and where you are empowered to succeed. We look forward to having you join our journey – and seeing how far we can go, together!

The Service Systems and Process Lead at Conferma is responsible for:

Within Conferma, we have three operations teams making up the Operations function which comprises of a multi-site 24x7 Service Desk, Invoice Reconciliation team (multi-site) and an Onboarding and Customer Success team.All teams use a combination of ServiceNow and other proprietary systems to run and operate the business and manage activity and performance.

The operations function has recently undergone a rigorous transformation program whereby the platform-as-a-service (PaaS) provider ‘ServiceNow’ has been implemented along with a suite of processes, policies and performance management reporting which still needs to be fully embedded and further optimised.

The successful candidate will be responsible for administrating the ServiceNow platform for these teams, as well as managing functional and process documentation for the team.They will act as a guide to the users on how to run the processes and how to use ServiceNow.They will also focus on managing a continuous improvement program for the team, that enables managers to optimise the performance of their retrospective teams as well as the service we offer internally and to customers.

• ServiceNow systems management – administer the system, identify opportunities to further automate process flows, gather requirements for system development, work with a third party service provider to develop change Sprints, troubleshoot basic systems issues and deploy basic changes.
• Performance reporting: Working with the Operations teams’ to develop and enhance performance reporting, KPIs, targets, monitoring and alerting.
• Customer focus: Ensure the continued provision of exceptional customer experiences and satisfaction helping to drive customer retention and business reputation.
• Knowledge management: Develop knowledge articles in conjunction withthe teams to educate staff and customers helping improve self-service and case deflection.
• Process management : Manage and develop a process library, create new process documentation along with regularly reviewing process documentation.
• Stakeholder engagement: Collaborate with internal and external stakeholders across the teams to drive consensus on change and optimisation.
• Process ownership and evolution: Work with the Service Operations Manager to own the end to end process flow for the Service Desk and Invoice reconciliation teams, and be responsible for evolving and driving continuous improvement focusing on continuing to provide excellent customer service.

You have:

• Industry Expertise:Extensive experience in the fintech industry, with a strong understanding of B2B SaaS business models.
• Knowledge: A deep understanding of Service Operations processes and how to translate these into ServiceNow playbooks.
• Financial Acumen:Proficiency in financial management, budgeting, and resource allocation.
• Data-Driven Decision Making:The ability to analyse data and metrics to inform strategic decisions and drive performance.
• Technology Proficiency:Familiarity with resource management platforms, must have considerable experience using ServiceNow at scale as well as CRM and CSM tools, and other relevant technologies.

You are:

• Optimisation focused – You thrive on improving and evolving ways of working and can help teams translate requirements into change.
• Process driven – You are able to create processes that are clear, consistent and in line with best practices.
• Customer-Obsessed:Passionate about delivering exceptional customer experiences and building long-term relationships.
• Innovative:Forward-thinking and innovative, always seeking new ways to drive growth and improve processes.
• Collaborative:Strong collaborator who values teamwork and fosters a culture of cooperation and mutual respect.
• Adaptable:Flexible and adaptable, able to navigate and thrive in a fast-paced, dynamic environment.
• Communicative:Excellent communicator with strong interpersonal skills, capable of engaging effectively with diverse stakeholders.
• Results-oriented:Driven by results, with a focus on achieving and exceeding targets.

Compensation

Salary: £TBC, dependent on experience and skills

Bonus available: 15%

Benefits at Conferma

At Conferma we understand that our people are what make us great. We have set out to provide a comprehensive benefits package that includes everything you would expect, as well as providing flexibility for you and your family.

• A salary sacrifice pension to maximise your contributions
• Life Assurance cover to provide peace of mind
• Enhanced Company sick pay to put your mind at rest
• Single cover private medical scheme, with the flexibility to add family members at your own cost
• 33 days paid annual leave to allow you to focus on what's important to you outside of work
• The ability to purchase up to 10 additional days holiday each year to enable additional time off
• Additional paid time off for life events, such as moving house or getting married
• An additional days leave on or around your birthday
• Enhanced paid parental leave on the birth or adoption of your child
• A confidential Employee Assistance program (EAP) available to all 24/7
• Access a range of fantastic additional rewards, such as Cycle 2Work, Gym Membership, Tech Scheme and discounted shopping and Cinema tickets, via Conferma Rewards

Diversity Equity and Inclusion

We are committed to ensuring equal opportunity for all. We intend that no job applicant or employee shall receive less favourable treatment, nor be disadvantaged by any conditions or requirements which are irrelevant.