Part of a key global team that supports the customer delivery & implementation teams across tools, data analytics & business processes.My primary objective within this role is on Business Process Management (BPM) discipline, with strong focus on optimizing, enhancing, automating & maintaining the backbone of the global organization project management/tracking & reporting requirements & tools.This includes designing, developing & supporting business process improvements in areas including:- Podio.com- Salesforce.com- Adobeconnect.com- System integrations to further increase on automations and reduce manual efforts- Alteryx ETL workflows for data merging & powerful Business Intelligence- Business Intelligence tools (Domo.com, PowerBI, Tableau)This role requires a very good understanding of the business in order to propose & shape business process improvements, as well as defining & implementing the technical requirements to support the business needs.

Leading a multifunctional global integration team within the customer delivery area with focus in:• Streamlining and providing governance to implementation processes and tools across a 500+ user base organization, which are fundamental to customer implementation project management – whilst continuously driving towards further automation of manual business processes• Maintaining global implementation standards whilst ensuring regional flexibility to suit market needs• Developing internal & customer facing content in partnership with subject matter experts to support the demystification of complex topics leading to greater understanding, operational efficiencies and quicker time to market

Leading a global team to drive increased knowledge to customers by means of building quick & easy training material to demystify complex topics in consumable formats (e.g. eLearning). Increased knowledge on complex topics / systems allows our customers to have a better experience implementing their projects; fewer questions & decision blockers throughout project life cycles, and ultimately a faster time to market. Also, leading another global team which assist product implementation process deployment into the regional teams so that the teams are ready to execute implementation projects with customers.

Applying Business Process Management (BPM) methodology to the company’s customer implementation processes.A key goal of using BPM is to align processes with business goals, seek ways to improve those processes and then establish measurements that can be used to track and monitor performance for continuous improvement and optimization. Fundamentally working through the 3 main steps:Step 1 - Process Understanding & ModelingUsing a process framework, document / model (graphically) processes with a focus on those processes that are core to the value delivered to our customers. Step 2 - Process ImprovementIn terms of improvement, identifying process inefficiencies, recommending and implementing process improvements. Step 3 - Process Automation/OptimizationEstablishing a method for improvement and applying improvements, with the support of technology (such as Pega Systems solutions). Workflows are used to enforce the way processes are performed. Process monitoring track and audit work and provide insights to process bottlenecks and problems. Automation eliminates activities performed by people as well as eliminating human mistakes. BPM technology is being used to augment/enhance current business processes.Concretely, applying BPM to existing and new processes has increased efficiency by reducing use of legacy means such as paper forms, manual data research, identifying next steps (tasks), etc. Customers are also better served in a self-service fashion via online interfaces, and can track in real time advancement of implementations. Much of the manual non-complex efforts required can be automated and hence free up resources to focus on more important tasks. Reporting & tracking of processes was almost impossible before applying BPM, after which it becomes much clearer how the processes are functioning and how to continue improvements.

In a customer-facing environment, lead a cross-functional processing implementation project team of technical and non-technical electronic payment processing experts from both MasterCard and our customer. Deliver standard through complex implementation activities ensuring quality and reliability of the implementations.• Act as central point of contact for customers and/ or MasterCard customer representatives throughout processing implementation project end-to-end execution. • Assess and document customer needs and according implementation impacts on customers’ and MasterCard’s processing systems and platforms.• Define scope, plan and drive customer processing implementation projects of new electronic payments processing business activities following the global project coordination methodology.• Act as processing implementation advisor, to customers’ processing support staff. Providing guidance to execute all necessary processing implementation activities. • Define processing set-ups for Settlement / Funds transfer, Interchange, billing and other processing related areas in accordance with MasterCard’s processing standards, specifications and rules.• Execute extensive and comprehensive initial end-to-end processing system impact analyses.• Handle multiple key customer processing implementation projects in parallel, including key implementations (key customers, key markets, key services / products• Define, create, maintain and document standard and non-standard key customer processing implementation processes.• Provide training to CIS organization, other MasterCard organizations and the customer.

- Provide consultancy, trainings & presentations to customer(s). - Coordinate / execute implementation and testing of products and services for new and existing members.- Provide general technical support and detailed knowledge of hardware, software, products, and services and participate in product development to ensure member implementation feasibility and efficiency.- Serve as a liaison between technical development and managerial staff. Coordinate activities, project assignments, problem resolution, and reporting.- Design, develop, test, and implement new member tools, training, and documentation.- Participate in beta projects as necessary.- Recommend future directions or projects.Experience Required:Core knowledge of data processing concepts and financial industry/banking operations practices.Core knowledge of relevant host operating system environments, communication protocols, and member applications. Technically proficient.