Senior Specialist, Product Operations
Il y a 2 mois
Our Purpose
We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a
culture of inclusion
for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.
Job Title
Senior Specialist, Product Operations
Job Title: Customer Support Engineer
Company description
HomeSend is a joint venture created by MasterCard, Wameja and BICS that enables B2B cross-border and cross-network value transfers through a single connection. It builds on the successful deployment of mobile enabled person-to-person transfers in emerging markets and the digitalization of money transfer services. The HomeSend service innovatively bridges the gap between finance and telecommunication service providers and enables consumers to send money to and from mobile money accounts, payment cards, bank accounts or cash outlets - regardless of their location or that of the recipient.
Overview of function
- Provide assistance to HomeSend customers relating to their use of HomeSend services. While the Level 1 team is the first point of contact for customers handling the majority of queries, the Level 2 customer support team members handle the more complex customer cases and provide support and training to the Level 1 team.
- Provide operational monitoring and support for services provided to our customers.
Key responsibilities
- Provide technical and business-related knowledge to the L1 team to help resolve customer queries, this includes knowledge management (documentation)
- Detect possible breakdowns service interruptions to our partners and anticipate potential problems
- Root cause analysis (mature problem, configuration, change mgmt., process)
- Analyze service performance trends
- Escalate to appropriate group a detailed issue tracking (ticket), status update to logger (requester)
- Process automation capabilities & detect possible heaviness’s procedural improvements
- Resolve customer queries that have been forwarded by the Level 1 team
- Take ownership by coordinating the feedback to the customer where analysis is required from other HomeSend departments
- Perform customer service monitoring value analysis
- Carry out specific research for technical queries both internal and external
- Coordinate minor configuration changes that must be performed by customers
- Monitoring of specific transactional flows
- Participate in monitoring of internal operational processes
- Creation of system generated alarms to anticipate potential partner service interruptions
Preferred skills and experience
- Has studied at higher education level, can learn fast and is willing to reach autonomy rapidly.
- Can manage stressful situations and is willing to maintain an up-to-date knowledge the company's systems, products and procedures.
- Has excellent inter-personal communication skills and can demonstrate a customer-service oriented attitude and a supportive mindset.
- Can display analytical thinking and to provide consultancy and guidance to Customer about specific question
- Has proven experience in a technical/commercial/support position, preferably in a service or financial institution.
- Is familiar with common Information Technology Office tools (MS Excel) and is interested in acquiring more knowledge in this domain.
- Can provide training to newcomers and/or customers.
- Very good knowledge of the English language (verbal and written) and any other language is an asset.
- ITIL - certification is a plus
- Basic knowledge of Linux, Splunk, Jira is a plus
Main Working Partners
Soft skills
- Leadership - Leadership is demonstrated by actions, accountability and results.
- Communicate clearly and appropriately
- Problem solving, prioritization
- Organization, time management, work management - Plan and manage your work efficiently
- Customer service oriented
- Data processing
- Ability to work and interact effectively in a multi-cultural team.
- Spoken and written technical English is mandatory.
- Innovative - Suggest new technologies and/or methods to improve our service and daily jobs
- Teamwork - A good team works as one - locally, globally
- Positive attitude - Positive attitude produces positive results; enjoy what you do
- Customer focus - Our customers are the reason for our existence
- HomeSend’s goals drive your behavior - Deliver outcomes based on HomeSend’s goals.
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, a
Nous avons d'autres emplois actuels liés à ce domaine que vous pouvez trouver ci-dessous
-
Senior Specialist, Product Operations
Il y a 2 mois
Waterloo, Belgique Mastercard Temps plein**Our Purpose** We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential....
-
Senior Specialist, Product Operations
il y a 16 heures
Waterloo, Belgique Mastercard Temps plein**Our Purpose** We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential....
-
Senior Specialist, Product Operations
il y a 6 jours
Waterloo, Wallonie, Belgique Mastercard Temps pleinOur PurposeWe work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our...
-
Senior Specialist, HR Services
il y a 6 jours
Waterloo, Belgique Mastercard Temps pleinOur Purpose We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our...
-
Senior Specialist, HR Services
il y a 6 jours
Waterloo, Wallonie, Belgique Mastercard Temps pleinOur PurposeWe work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our...
-
Product Marketing Specialist
il y a 6 jours
Waterloo, Wallonie, Belgique airbus Temps pleinJob Description: Job Summary:NAVBLUE is currently seeking a Product Marketing Specialist focused on NAVBLUE's Plan & Control and Analyze & Optimize value streams to drive the Marketing activities for the Americas region providing market and competitor intelligence, and developing analyses to successfully support NAVBLUE's business...
-
Specialist, Product Management
il y a 2 semaines
Waterloo, Belgique Mastercard Temps pleinOur Purpose We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our...
-
Senior Specialist, Implementation
il y a 2 semaines
Waterloo, Belgique Mastercard Temps pleinOur Purpose We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our...
-
Product Marketing Specialist
il y a 4 semaines
Waterloo, Belgique airbus Temps pleinJob Description: Job Summary:NAVBLUE is currently seeking a Product Marketing Specialist focused on NAVBLUE’s Plan & Control and Analyze & Optimize value streams to drive the Marketing activities for the Americas region providing market and competitor intelligence, and developing analyses to successfully support NAVBLUE’s business...
-
Product Marketing Specialist
il y a 3 semaines
Waterloo, Belgique airbus Temps pleinJob Description: Job Summary:NAVBLUE is currently seeking a Product Marketing Specialist focused on NAVBLUE’s Plan & Control and Analyze & Optimize value streams to drive the Marketing activities for the Americas region providing market and competitor intelligence, and developing analyses to successfully support NAVBLUE’s business...
-
Commercial Product Manager
il y a 6 jours
Waterloo, Wallonie, Belgique VELUX Group Temps pleinWhere there is light, there is life. This philosophy is at the heart of what we do, linking natural resources with human needs. As "daylight engineers," we are committed to achieving our goal of constantly giving the world new possibilities of bringing daylight and fresh air into the homes and lives of people. Our culture reflects our values and way of...
-
Senior Counsel
il y a 6 jours
Waterloo, Belgique Mastercard Temps pleinOur Purpose We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our...
-
Associate Specialist, Implementation
Il y a 2 mois
Waterloo, Belgique Mastercard Temps plein**Our Purpose** We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential....
-
Associate Specialist, Implementation
il y a 16 heures
Waterloo, Belgique Mastercard Temps plein**Our Purpose** We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential....
-
Associate Specialist, Implementation
il y a 6 jours
Waterloo, Wallonie, Belgique Mastercard Temps pleinOur PurposeWe work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our...
-
senior business analyst
il y a 6 jours
Waterloo, Wallonie, Belgique ARBALETT SRL Temps pleinNous recherchons activement un Senior Business Analyst trilingue pour une société de consulting située à Bruxelles, ayant une expertise dans l'implémentation de CRM dans le secteur financier. En détachement auprès d'une grande banque qui occupe une position solide à l'international, votre principale mission consiste à soutenir le développement et...
-
Senior Software Developer, S2CX
Il y a 2 mois
Waterloo, Belgique Arctic Wolf Temps pleinArctic Wolf, with its unicorn valuation, is the leader in security operations in an exciting and fast-growing industry—cybersecurity. We have won countless awards for our excellence in security operations and remain dedicated to providing an industry-leading customer and employee experience. Our mission is simple: End Cyber Risk. We’re looking for a...
-
Senior Software Developer, S2CX
il y a 3 semaines
Waterloo, Belgique Arctic Wolf Temps pleinArctic Wolf, with its unicorn valuation, is the leader in security operations in an exciting and fast-growing industry—cybersecurity. We have won countless awards for our excellence in security operations and remain dedicated to providing an industry-leading customer and employee experience. Our mission is simple: End Cyber Risk. We’re looking for a...
-
Assistent(e) voor CEO
il y a 6 jours
Waterloo, Wallonie, Belgique HR-Specialist Temps pleinOver het bedrijf :Onze klant is een fabrikant van schoorsteenkanalen, die door zijn verschillende dochterondernemingen in heel Europa op de markt wordt gebracht. De familiale groep stelt meer dan 1.800 mensen tewerk, waarvan een dertigtal in België. De productie vindt plaats in Frankrijk. De Belgische teams, gevestigd in Waals-Brabant, verkopen de producten...
-
System Analyst
Il y a 2 mois
Waterloo, Belgique Mastercard Temps pleinOur Purpose We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our...
