CyberSource – The World's First eCommerce Payment Management Company

CyberSource (A Visa Inc. Company) is a global leader in e-Commerce Payment Management. As part of CyberSource’s continued growth and expansion we are looking for talented, articulate and bright individuals who want to make a difference.

CyberSource has been and continues to be a pioneer within the e-Commerce Payment Management world. CyberSource offers a full-service payment management platform for e-commerce merchants, combining global payment processing, fraud management and payment security systems.

CyberSource is a wholly owned subsidiary of Visa Inc. CyberSource operates in Europe under agreement with Visa Europe

The Technical Analyst Manager for Point of Sale (POS TSE Manager) will manage our Reading-based
Associate Technical Analysts for Point of Sale (POS TSEs) by establishing / refining processes, escalation management, and enforcing best practices within our support organization.

The POS TSE Manager will provide management and direction to the team and will bring client feedback and internal feedback into EMEA CS direction and process. The POS TSE Manager will partner with their global counterparts to develop the global team. The POS TSE Manager will form a core team with the ECOM TSE Manager, the TAM Manager, and the PSE Manager to influence operational direction for the regional and global CS teams and will actively participate on the extended leadership team (ELT).

Principle Responsibilities

• Work with management team on strategy, organisational changes, best practice and internal efficiency
• Work with immediate counterparts and wider teams to drive business change, deliver against
  regional and global strategy, and foster growth
  
• Oversee day-day responsibilities of POS TSE team providing direction to team members and
  assisting with prioritisation of workload
  
• Handle escalated customer calls and ensure these are resolved appropriately
• Deliver quality appraisal review discussions, manage an effective goal setting process, make      compensation decisions and align to best practice performance management principles 
• Lead both internal and external candidate selection processes to hire best in class talent
• Conduct regular development discussions with team members to coach, mentor and develop individuals.
• Support ongoing development in role to encourage retention. 
• Provide direction to the team by communicating priorities and aligning these to team goals.
• Conduct regular 1-2-1’s with team members reviewing progress against goals, providing feedback to enable development in role
• Maintain an ongoing focus on employee engagement levels, putting action plans into place to address areas of concern and participate in cross functional working groups where required.
• Evaluate new TSE candidates with effective job skills assessment
• Take point working with internal trainers to assist with new hire training. Ensure all team
  members have a consistent on boarding experience and receive adequate
  training
• Host regular TSE group / individual meetings to communicate CSS and broader business updates and priorities
• Identify, create and enforce CYBS policy / process
• Review and develop TSE team metrics, addressing areas of improvement where required
• Work with QA to deliver detailed assessment of cases and quality management
• Maintain CYBS product / process knowledge expert status for escalation calls and training needs identification.

Qualifications

Required Experience/Qualifications.

• University degree or equivalent experience 
• Strong Customer Support experience
• Demonstrated people management experience in 1st or 2nd line Support teams
• Significant evidence of matrixed stakeholder management
  
• Must be able to skillfully prioritize and manage concurrent projects and issues.
• Excellent written and verbal communication skills
• Experience in working with cross-functional/cross-departmental and virtual teams
• Self-starter with strong organization and resolution management skills
• Should be experienced with working in matrixed organisations
• Strong understanding of technical concepts and / or programming experience

Preferred Experience/Qualifications.

• PRINCE2, PMP or similar project management certification; ITIL Foundation
• Point of Sale terminal experience
• Payment industry experience 
• Card-not-present and risk mitigation methodology experience is strongly preferred.
• Thorough understanding of CyberSource products and services