Job details
Job type full-time
Full job description
Every day, heartland, a global payments company, makes it possible for millions of people to move money between buyers and sellers using our products and unmatched servicesSimply, we create meaningful technology centered experiences that enable our customers to prosperIf you want to work like an entrepreneur, support and serve entrepreneurs and bring your expertise to a dynamic team, then heartland is for youIf it`s in your nature to work with a passion to provide tangible solutions for everyone you interact with, then join us and let`s see what we can do together.
Job summary for: director, research
Role summary
Leads and manages the research teamSets policies and procedures in the execution of financial, technical, and related customer support research to contribute to delivering an optimal customer experienceHires, coaches, and retains team members (team leaders) who are responsible to resolve customer issues or define the problem for subsequent actionsPartners with other team leaders and senior leaders to develop solutions for customersEstablishes, manages, and reports on work capacity planning, quality of work and service level agreements to be used in business planning, business continuity planning, and budget management as well as documentation for control organizations.
Essential functions
1Oversees customer support activities across multiple teams, customers, and/or partners to include support for growing customer volumes, problem resolution and management, customer maintenance, project requests, impacts due to system issues, and customer specific requestsDevelops and implements department procedures to ensure operation of the research support function meets expectations of customers and internal stakeholders and is compliant with corporate policies and governanceEstablishes consistent practices, interactions and controls necessary to achieve committed slas, productivity standards, and quality standards.
2Directs a team of leaders that deliver quality service & support by understanding customer and company strategic initiatives, ensuring sound decisions are being made, understanding the financial implications, building and managing capacity plans, and identifying improvement opportunitiesCoaches direct reports in their leadership roles & responsibilities and develops & maintains a leadership succession plan.
3Develops strong and lasting business relationships with customers and internal stakeholdersAble to educate others on global payments functionalities and processes, including how customers can maximize satisfaction and payments efficiencyEstablishes and maintains a customer focus through the ownership of service delivery, quality execution, management of escalations, ongoing process improvement, etc.
4Delivers reporting to management, internal customers, and customers on issues, projects, maintenance, and process improvements, etcProvides reports on financial measurements or effectiveness measurements impacting departmental budget, workforce management, and quality controlsMay present reporting results directly to senior management or the customer in business reviews.
5Collaborates with the company`s senior management and stakeholders in establishing service level agreementsEstablishes department goals and ensures activities that drive department targets are achievedResponsible for expense forecasting and developing action plans to address variancesWorks closely with the organizational vice president to plan and implement processes and procedures to maintain effective and efficient operations.
6Serves as senior escalation point for internal and customer contacts to resolve complex research matters identified which are likely to impact customers or have negative financial / reputational resultsProvides direction for support teams managing system incidents and problemsIdentifies and implements best practices and preventative measuresEnsures outage incidents impacting research are effectively managed and communicated.
7Lead and/or participate in business reviews, business meetings, project meetings or strategy sessions that are associated with research and shape how able global payments ww operations is to scale globally.
8Mitigates risk by ensuring adherence to customer commitments, analyzing management information around research production quantitative and qualitative results, facilitating identification of root cause of errors, developing process improvement plans to mitigate errors, and taking a lead in stakeholder communications related to change management
.
9Not an exhaustive list; other duties as assigned.
Leadership attributes
Scope of responsibilities: responsibilities are typically across a segment
Planning horizon: participates in planning for a 1-2 year time horizon; develops work methods and staffing plans
Reporting relationships: typically reports to a vice president or senior vice president; may report to a segment officer or executive
Problem solving requirements: problems are broadly defined or uncharted; typically limited assistance is available from senior management if required
Span of control accountability: typically directly leads five or more associate directors, higher level professional/technical team members, and/or mid-level senior professionals; manages resources to achieve organizational goals including staffing, work and performance management, salary decisions, training and development, and disciplinary issues
Qualifications
Minimum qualifications: typically a minimum of 10 years related professional experience including a minimum of 5-6 years’ experience in a managerial positionBachelor`s degree related field of study from an accredited university is required; however, relevant experience in lieu of a degree may be considered
Preferred qualifications: master`s degree related field of study from an accredited university; 2-4 years’ experience leading other leaders
Other desirable skills: proactive communicator; self initiator; financial acumen; leading remotely; potential to manage other directors
Location
Jeffersonville, columbus, broomfield, or remote
Heartland is an equal opportunity employerHeartland, a global payments company, provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by lawThose applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the human resources department.
