Operations Support Coordinator

Office based, the Retail Operations Support Coordinator is responsible for all epay retail assets and POS/integrated solution management, as well as the software deployment and monitoring of all associated systems at a s local level.

In addition, this role is primarily responsible for the oversight of all retail transactional outcomes and the and monitoring and troubleshooting any issues that might prevent, limit, or otherwise affect the normal transactional process.

The Retail Operations Support Coordinator will be expected to meet and exceed all company and individual goals in line with the Company’s policies, procedures, and values.

ESSENTIAL DUTIES

· Terminal Management: Overall monitoring and management of all epay deployed terminal/scanner and 3rd Party assets where epay holds risk, including but not limited to, maintaining an up-to-date asset register, software versioning, last transaction/poll currency, location, CRM & TMS record inclusion and accessories. Provision of related Audit & Reporting support as required.

· Deployment Management: Day-to-Day responsibility for managing the timely and accurate configuration, set-up, dispatch, tracking and delivery of all epay devices, together with updating the CRM and other internal systems to include all new assets and their status as they enter the estate. This includes oversight of internal and external resources used for ad-hoc BAU and project-based deployments.

· Terminal Communications Management: Overall fleet management, analysis and forecasting of epay controlled SIM fleet. Liaison with SIM supplier for provisioning, overall management and issue resolution, CS Ops liaison where appropriate.

· Return Management: Monitoring and coordination using available resources, of the orderly shut-down, decommissioning, return, inspection and repair/disposal of epay assets from the field.

· Integrated Estate Management: Management of the operational relationship with all epay certified integrated POS Providers & Retailers, ensuring that we maintain high visibility of the connectivity, certification status, certificate expiry, product availability, set-up & decommissioning support, issue/incident resolution and escalated customer complaints pertaining to the integrations.

· Accessory Provision: Responsibility for monitoring, management & provision of all critical SKUs (including user guides & other collateral) required for the successful deployment, commissioning and ongoing successful operation of terminals in the epay estate.

· Transactional Services Analysis: Monitoring, reporting, management and escalation (as required) of all transactional services issues within the Australian business. Utilisation and comprehensive interrogation of UK Console, DE Transact, US IBO & DE TMS Platforms and liaison with local & global teams to assist with the timely identification, troubleshooting and resolution of all issues within applicable SLAs.

· Support Liaison: Internal communication with various support teams and account managers to coordinate with proactive and reactive contact with B2B customers, to understand and resolve any transactional issues, as well as the finance team to action any required adjustments.

· Reporting: Capture and management of incident tickets, bespoke reporting to proactively identify transaction issues in newly launched and BAU products, to ensure they are processing as intended. Contribution to routine and ad-hoc operational reporting in support of the Head of Department.

Other

· Other duties, special projects, and contribution to internal and external reporting as assigned.

· Be available to undertake such travel as the Company may require from time to time. (Global).

· High level of computer skills and Microsoft program proficiency

· Detailed knowledge of and/or exposure to the MAX Store TMS (or equivalent)

· Intermediate SQL scripting & execution capabilities

· Minimum of 2 years’ data/transactional analytical experience

· Demonstrated proactive approach to problem identification and coordination of resolution

· Strong customer service skills

· Proven track-record of achievements

· Fluent English

· Experience in establishing, monitoring and managing outcomes of outsourced partners

· Self-Motivated and ability to work/travel independently

At epay Australia, we recognise our people are critical to our ongoing success. Our priority is to provide an inclusive and collaborative culture to deliver the best opportunities for our workforce. You can expect benefits from birthday initiatives, paid parental leave, recognition approaches, and a lot more.