Position Title: Bi-Lingual Team Manager (842)
Job Type: Contract
Duration: 12 months
Location: Downtown Toronto, ON
Rate Range: Negotiable
Job Type: Contract
Duration: 12 months
Location: Downtown Toronto, ON
Rate Range: Negotiable
Job Description
The Team Manager, Chargebacks is an integral part of the
Operations & Infrastructure Team. The fully Bi-lingual Team Manager manages a team of 12 merchant officers 1 resource officer by promoting a legendary customer and employee experience while actively contributing to CEI. The role will lead, coach and develop employees toward achieving business, professional and personal development objectives.
The role's main responsibilities will include supporting the team and projects and initiatives by working with stakeholder teams to determine downstream impacts, and using that collaboration to identify process gaps and efficiencies.
Must Have:
3+ years Team Management Experience
Fully Bilingual - French/English - Interviews will take place in both French & English Strong leadership At ease with change management, process improvement
Nice to Have:
Previous Team Management Experience within Merchant Services
Job Requirements
As a fully Bi-Lingual Team Manager, the Key accountabilities of this role include, but are not limited to the following:
. Manage the department's incoming and outgoing volumes for Chargebacks and retrieval requests and generic email bucket and ensure the established Service Level Agreements are achieved and maintained and effectively managed by following all processes including documentation or researching requests for chargebacks in order to contribute to the achievement of team and department goals by meeting or exceeding all performance measurements for the team
. Act as a merchant advocate, pro-actively looking at ways to successfully win dispute transactions on behalf of merchant
. Respond to Escalations from the National Account Support Team/Relationship Management group and the Phone Channel as it relates to the chargeback cycles
. Minimize potential risk to the Client by verifying and investigating conflicting information on requests in accordance with Client policy practices and procedures
. Act as a work package lead and expert on a variety of projects and initiatives with varying size and scope as it relates to Chargebacks and act as a Merchant Services Subject Matter for all chargebacks processes.
. Expert on a variety of projects and initiatives with varying size and scope as it relates to Chargebacks by collaborating on the projects and initiatives matters, such as requirements gathering, testing, results tracking, and training.
. Clearly communicating all required information and process changes to affected stakeholders.
. Acting as a gatekeeper for business changes for chargebacks by proactively approaching business partners and assisting them in implementing changes . Completing analysis to identify and recommend process improvements and measure and evaluate the expected benefits of any changes implemented. Research and analyzing data to identify trends in Retrieve request, chargebacks and Interac for merchants and business . Promote a fair and equitable environment that supports a diverse workforce and encourages the team to achieve common goals and objectives . Conduct and document coaching sessions for each team member , include for each a SMART action plan
The Team Manager, Chargebacks is an integral part of the
Operations & Infrastructure Team. The fully Bi-lingual Team Manager manages a team of 12 merchant officers 1 resource officer by promoting a legendary customer and employee experience while actively contributing to CEI. The role will lead, coach and develop employees toward achieving business, professional and personal development objectives.
The role's main responsibilities will include supporting the team and projects and initiatives by working with stakeholder teams to determine downstream impacts, and using that collaboration to identify process gaps and efficiencies.
Must Have:
3+ years Team Management Experience
Fully Bilingual - French/English - Interviews will take place in both French & English Strong leadership At ease with change management, process improvement
Nice to Have:
Previous Team Management Experience within Merchant Services
Job Requirements
As a fully Bi-Lingual Team Manager, the Key accountabilities of this role include, but are not limited to the following:
. Manage the department's incoming and outgoing volumes for Chargebacks and retrieval requests and generic email bucket and ensure the established Service Level Agreements are achieved and maintained and effectively managed by following all processes including documentation or researching requests for chargebacks in order to contribute to the achievement of team and department goals by meeting or exceeding all performance measurements for the team
. Act as a merchant advocate, pro-actively looking at ways to successfully win dispute transactions on behalf of merchant
. Respond to Escalations from the National Account Support Team/Relationship Management group and the Phone Channel as it relates to the chargeback cycles
. Minimize potential risk to the Client by verifying and investigating conflicting information on requests in accordance with Client policy practices and procedures
. Act as a work package lead and expert on a variety of projects and initiatives with varying size and scope as it relates to Chargebacks and act as a Merchant Services Subject Matter for all chargebacks processes.
. Expert on a variety of projects and initiatives with varying size and scope as it relates to Chargebacks by collaborating on the projects and initiatives matters, such as requirements gathering, testing, results tracking, and training.
. Clearly communicating all required information and process changes to affected stakeholders.
. Acting as a gatekeeper for business changes for chargebacks by proactively approaching business partners and assisting them in implementing changes . Completing analysis to identify and recommend process improvements and measure and evaluate the expected benefits of any changes implemented. Research and analyzing data to identify trends in Retrieve request, chargebacks and Interac for merchants and business . Promote a fair and equitable environment that supports a diverse workforce and encourages the team to achieve common goals and objectives . Conduct and document coaching sessions for each team member , include for each a SMART action plan
Qualification
|
Rating
|
Response
|
Must Have
| ||
Short-listing Questions
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| Any upcoming vacation plans? * |
No
| |
| Is this candidate required to give notice - Please elaborate in the comment section * |
No
| |
Skills
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| Bilingual - French/English * |
Yes
| |
| Communication Skills - Please Provide Rating |
On scale of 5
5 being for excellent | |
| Leadership * |
3 Yrs.
| |
| Previous Experience as a Team Manager * |
3 Yrs.
| |
Nice to Have
| ||
Skills
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| Previous experience as a Team Manager within Merchant Services * |
3 Yrs.
| |
Submission Details
| |
| Professional Full Name | |
| Acceptable Pay Rate | |
| Rate Type - Incorporated/ Sole Prop/ T4 | |
| Availability for this role | |
| Last 3 digits of your SIN** | |
| Your Month and Day of birth** | |
| I authorize ProViso to submit my resume to TD for this position | |
Thanks,
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