MAIN PURPOSE OF JOB

To manage the day to day operation and strategic development of the Theatre Tokens department and scheme

MAIN ACCOUNTABILITIES

To ensure the efficient operation of the Theatre Tokens scheme, liaising with the contact centre, bulk distribution centre, token printer, and technical service providers to ensure an optimum level of service and customer care

Direct management of the Theatre Tokens Administrator, including appraisals, training, development, and disciplinary matters

To ensure that a high level of customer care is offered to all customers at all times and deal with all phone / email queries as required

To maximise the number of outlets and venues participating in the scheme, identifying and approaching new venues as appropriate, whilst maintaining relationships with existing venues

To prepare, agree and monitor the budget for Theatre Tokens

Regularly report on sales figures and other ad hoc information as required. To identify and investigate any unexpected variations in sales patterns

To effectively manage all supplier relationships

Ensure the printing and supply of Theatre Tokens is maintained at adequate levels, and that printing costs remain competitive

To keep abreast of current and future technological developments in the gift voucher industry and recommend and coordinate corresponding developments to Theatre Token product as appropriate

To actively contribute to and develop strategy for the future direction of Theatre Tokens To assist with and support in the development and operation of new processes and marketing initiatives

To regularly review service standards in the outsourced call centre, and provide training as required on a seasonal basis, or in response to business developments To assist with testing and providing feedback for new development work on the Theatre Tokens database

In the absence of the Theatre Tokens Administrator, to undertake all of their tasks

To be available to work outside of normal office hours if required, which could include travel and overnight stays

To represent Theatre Tokens and the company at industry events

EXPERIENCE

Minimum 5 years managerial experience in a Customer Service or Sales environment

Previous experience of working with a gift voucher product, preferably gift cards or e-vouchers

Experience of managing, at the operational level, bespoke databases

Previous experience of working in an Arts environment

Previous experience of staff training and development

Financial / Commercial Experience

Staff Recruitment experience

Marketing experience

KNOWLEDGE

Up-to-date with current voucher industry trends

Knowledge of West End theatres and productions

Knowledge of box office ticketing systems

Commitment to equality and diversity

SKILLS/ ABILITIES

Accuracy and high level of attention to detail

Ability to manage conflict

Strong negotiating skills

Excellent Interpersonal skills

High level of numeracy

Excellent presentation skills

Commitment to remedy problems using own initiative

Diplomacy

Self-Driven

Fluent in Microsoft Office packages

Ability to work effectively as part of a team maintaining a positive outlook at all times

Strong organisational ability

 QUALIFICATIONS

Educated to Degree level (or equivalent), with minimum GCSE Grade A-C Mathematics and English

Evidence of continuous personal development

The role

Establish and manage customer projects and product developments for the EMEA region

Monitor progress throughout the project lifecycle, reporting to various internal and external stakeholders

Ensure deliverables are provided in a timely manner and within budgets and other resource limitations

Carry out business analyst functions as required, with both internal and external stakeholders

Develop business requirements and functional specifications, as well as user and system documentation

Assist in the preparation of user and system test plans

Reporting/Working Relationships (Internal)

The Project Manager / Business Analyst is a member of the “Products and Services” division and will report to and directly work with the Director in the EMEA region, as well as counterparts in the Americas and Asia-Pacific regions

The Project Manager will also have a dotted line report into the Global Lead for Project Management, who will be responsible for the establishment of processes, provision of tools and various collaborative initiatives

A high level of direct interaction with the I.T. and Software Development divisions in Australia during the development and implementation lifecycles

Key Competencies

Proven track record in the successful delivery of customer projects and product developments involving software development and service delivery in the travel industry/payments space

End to end experience in the planning and management of software development lifecycles

Demonstrable background in business analysis, including developing functional and technical documentation

Substantial experience interacting directly with corporate clients and end users in B2B markets

Results orientated with clear and concise communications and strong interpersonal skills

Understanding of how issues affect each other and the outcome of projects, as well as mitigation strategies

Key Responsibilities

Project Management

Develop and institute detailed project plans and issues / risk registers

Day to day management of progress in relation to the project plans to ensure agreed deadlines are met

Manage and communicate critical path risks and performance against key drivers (e.g. cost, time, resources)

Work with business, product owners and I.T. to develop optimal solutions

Seek and gather input from internal and external stakeholders, and appropriately/accurately apply comments/feedback

Apply project standards consistently, and prioritize multiple tasks effectively

Develop internal and external meeting objectives and agendas

Produce regular (typically weekly) reports for stake holders showing progress against outstanding milestones, status, costs, resource requirements, issues, risks and dependencies

Analysis and Solution Definition

Collect, understand, and transmit business requirements for projects and applicable products, design complete and accurate models including process, data and organisation

Analyse, document and prioritise business processes and pertinent architectural elements across affected areas

Translate these into functional specifications and detailed test plans

Document results of business analysis in workflows and system designs and obtain sign-off from internal/external clients on the specifications

Design test scenarios and test scripts

Identify and document deficiencies and recommend solutions

Professional Qualities

Follow through with commitments and foster mutual trust with local and international colleagues

Assume additional responsibility without being asked

Encourage fellow team members to make innovative contributions and embrace new ideas

Proactively initiate, develop, and maintain effective working relationships with team members

Understand expectations that were set with clients and recognize when issues/events may affect delivery

Anticipate client needs before they arise and present solutions that encompass issues at hand

Improve upon existing approaches by seeking opportunities to creatively transform current industry practices into fresh alternative solutions

Accurately prepare written business correspondence that is coherent, grammatically correct, effective, professional and engaging

Required Qualifications / Industry experience / specific knowledge or skills

Min. 3-5 years’ experience in Project Management (and/or Business Analysis) in at least two of the following categories:

Travel (transportation, hospitality, etc.)

Travel Technology (distribution, reservations, operations, etc.)

Payments/finance industries (cards, banking, services, etc.)

E-Commerce (Web applications, SAAS, distributed systems, etc.)

Bachelor Degree in Information Systems, Computer Sciences or related disciplines

Three or all of the abovementioned categories

Further education and / or professional certifications in disciplines such as Analysis, Business, Change or Project Management, Technologies, Innovation, Quality Management, etc.

A Relationship Manager is required to account manage the business member relationships for this leading worldwide industry organisation for prepaid and gift card products located inSouth London.

As a Relationship Manager you will ensure member satisfaction, delivery of member services and information, and assist with the delivery of projects. You will build relationships across the prepaid value chain including payment networks, payment processors, card manufacturers and leading high-street retailers. The role of the Relationship Manager will dedicate itself to ensuring member satisfaction and commitment.

Key features of this role include:

Business Support services to Members

Business Intelligence – provide member access to information knowledge base

Business Connections – events management and marketing

Sales – manage member renewals and sponsorship opportunities

 To be considered for the position, it is essential that the candidate will have:

Degree level education

Demonstrable account management or similar relevant experience

MS Office skills

An enthusiastic, positive attitude and warm phone/face-to-face manner

Ambition, energy, discipline and organisational skills

Self-motivation and a passion for customer excellence

Fluent in English and one other European language preferably Spanish or Italian.

Excellent communication skills, both written and verbal, as well as the ability to work well within a team are vital for this position. Any experience within the gift/prepaid industry would be desirable (not essential). This is a new position due to growth and offers excellent career progression opportunities.

This role is will be based in the South London office and the candidate will be working in a busy office with a passionate team. Looking after a defined portfolio of clients the candidate will regular attend external meetings with key contacts. Some European travel is envisaged.

The business is growing fast in theUKand internationally. This will lead to interesting career options and opportunities in the future.

Description:

Sell single use account technology by identifying, proposing, and closing profitable opportunities within the travel industry and its various segments plus other industry verticals as determined by company’s strategic plan.

Lead generation / building a pipeline

Contact potential customers through cold calling, utilizing letters / emails of introduction, follow-up calls, networking through trade shows / associations / LinkedIn groups, current customer base, and other internal resources to meet assigned sales meeting goals.

Perform due diligence of potential customers.

Prioritize prospects / sales efforts based on likelihood to close & impact (i.e.: volume).

Create an adequate number of prospects to meet assigned sales targets.

Qualification of prospects

Identify the decision makers / influencers and the decision making process

Determine the customer-specific product needs and the priority of those requirements.

Build database (Salesforce.com) of all target customers and relevant contact points. Where relevant current supplier, contract terms, contract renewal dates including notice periods and intelligence on pain points / requirements not satisfied by current supplier.

Identify potential competitors and their strengths / weaknesses

Presentation / selection in a consultative sales environment

Perform initial sales calls to further qualify prospects and complete a needs analysis.

Ongoing presentation of the client-specific capabilities to decision makers and influencers within target companies, often to multiple levels / decision makers, over an extended sales cycle.

Development of commercial terms proposals and business case documents.

Contract negotiation & execution

Knowledge, Skills & Abilities

Minimum of 5 years proven history of success in a complex business to business card payments sales environment.

Preferably with experience in single use card technology and the travel industry.

Analytical, financial, contract negotiation, and business process skills.

Strong competitive selling skills.

Strong prospecting & qualifying skills.

Ability to establish relationships at all levels of the organization including the most senior levels.

Superior presentation and public speaking skills for small to large audiences.

Writing and related skills for proposal and presentation development.

Strong PC skills; including: Word, Excel and PowerPoint.

Must be able to travel overseas while in this position.

At a minimum must be fluent in English and preferable to have fluency in a second European language, in particular French or German.

The role is home/office based and is required to cover a broad territory – potentially Europe wide but with a specific focus on key markets.  Success in this environment requires the following:

Ability to work independently.

Ability to influence via “virtual networks” – i.e.: through conference calls, email, etc.

Team selling skills.

Strong prospecting and networking skills.

Role

To co-ordinate the installation of ATMs into new locations and manage and subsequent ATM moves or removals. The ATM Project co-ordinator will also be responsible for maintaining the ATM site with respect to signage and undertaking various projects as defined by the ATM Estate Manager from time to time.

 Responsibilities

Co-ordinate installations from handover of contracts to ATM going live including:

Anti-Money Laundering checks

Site survey

Issuing of new location to third party suppliers

Planning consent

Building work

BT Installation and activation

ATM commissioning

ATM installation

Training for onsite staff

Co-ordination of initial cash load with Cash Manager (including lock activation)

Co-ordination of ATM moves and removals

Administrative tasks surrounding installations, moves and removals

Stock management (ATMs, routers, signage).

Responsible for signage (both at time of installation and refresh as required).

Own all procedures relating to ATM installations – review and update as required.

To ensure that any concern, that the company is not Treating Customers Fairly, is raised with your line Manager and that you do not rely on others to notify of this concern.

Any adhoc duties that may arise.

Skills Required

Excellent MS Office skills

Drive and determination to accept and finish tasks.

Excellent written and oral communication skills.

Excellent organisational and administrative skills with the ability to pay attention to detail.

Excellent time management skills

Good influencing and negotiating skills with a win/win mentality

Ability to build positive relationships and establish rapport.

Must not object to overnight stays and travel.

Good customer service skills and telephone manner.

Experience Required

Experience in logistics / supplier management  / project management is essential

Experience of building and using spreadsheets.

2-3 years experience working in an operational or commercial environment.

Prior knowledge of ATM operations would be an advantage but is not essential

The role

The Member Relations Manager is responsible for owning and maximising the relationship between the company and its members, both individually and collectively. The Member Relations Manager will work directly with members to gain a thorough understanding of their business strategy and how the company can support them in achieving their aims, thus highlighting opportunities to further develop and enhance the Community.

The ultimate aim of the Member Relations Manager is to ensure members recognise the value that membership adds throughout their business, both through standard membership activities and through additional opportunities to sponsor activities, run joint events etc and that they continue to play an active part in the Community.

Accountabilities

To identify and build relationships with key personnel within our member organisations, leveraging existing relationships to provide introductions to further relevant contacts, with a view to:

Ensuring a full and up to date understanding of their business strategy;

Contact management – To record and track all intelligence on each member company and key employees.

To ensure that any opportunities that are identified for new membership, greater involvement, sponsorship, etc. are shared and responsibility to action is allocated to the most appropriate person.

Working with the Programme Director to ensure all activities meet the needs of existing members and that the Programme Director is aware at all times of the key issues that should be covered in the SIAs.

Ensure maximum member participation in activities; promoting new and existing activities into member organisations and acting as host at those activities.

Identifying key issues facing individual members, as well as industry trends

Understanding their expectations and requirements of community membership

Creating and enhancing awareness of and participation in community activities

Identifying opportunities for sponsorship of events/activities, whether in the form of facilities, finance or profile building opportunities

Uncovering the key thought leaders within the members with whom the company should engage and encouraging them to contribute proactively in the Community.

Requirements

Educated to a degree level (preferred) or equivalent experience

Cards & Payments industry experience necessary

Proven experience in building successful customer relationships.

Customer focused with excellent communication, interpersonal and relationship building skills

Commercially astute – demonstrates commercial awareness and strong analytical skills

Strong negotiating skills and an ability to influence, motivate and inspire others

Able to drive through change and continuous improvement

Highly organised and able to prioritise in a pressurised environment

Professional, credible and trusted

Self motivated, passionate and driven

Creative and willing/able to demonstrate initiative

A fast learner

Diligent and determined

Regular travel within the UK and to European members required.

Purpose of Role

To manage a continuous programme of technology projects in one of the fastest growing businesses within the world’s largest financial services organisation.  This key role will manage product development releases and a variety of infrastructure projects in a fast-paced, real-time transaction processing environment.

Key Accountabilities

Manage internal product development and maintenance projects across numerous product and technology lines

Coordinate and/or manage infrastructure and third-party product projects

Control and monitor projects to ensure delivery against agreed budgets, timescales, and quality standards, taking corrective action as necessary to achieve these goals

Create and manage delivery schedules by prioritising multiple competing factors, including for example customer commitments, revenue targets, infrastructure requirements, maintenance commitments, emergency bug-fix demands, post-release support, the release strategy, and the product roadmap

Participate in customer meetings to shape and manage the development ‘order of play’ based on customer priorities

Define and communicate development timeframes for new functionality and maintenance releases, working closely with customers, Development Management, Release Management, and customer project teams

Coordinate the efforts of an offshore development team with line management of the offshore Development Project Manager

Provide regular status updates to customer project teams, enabling proactive management of customer expectations

Generate high-quality Management Information that provide clear status dashboards, can be used to refine process, and that report on success against metrics for utilisation, revenue, and cost

Report on project variance for budgeted V actual for effort, duration, delivery dates, and deliverable quality

Participate in pre-sales proposals and meetings with prospects and customers, and in external and internal audits, to describe the development and infrastructure project process

Develop business relationships with customers, partners and suppliers

Define and refine project processes that account for the functional structure of the business, including cross-sourced, partner and supplier dependencies

Work closely with the Project Management Office to participate in the overall capacity planning and resourcing process

Participate in staff appraisals where required

Prepare and maintain suitable documentation including project plans, schedules, RAID logs, release information etc

Candidates will demonstrate or possess the following

3+ years experience in a similar role, preferably with a technical background

2+ years experience in the Payments industry a bonus

A confident and professional verbal and written communicator, with good customer-facing skills

A highly organised self-motivator, with a natural ability to prioritise and deliver under pressure

A quick learning multi-tasker, readily adaptable, flexible in approach to work, with the ability to work autonomously

Process-driven with a good understanding of the SDLC

Competent in MS Office products, particularly MS Project and Excel

Certification in a recognised PM methodology a bonus

Job Purpose

To work within a team of system developers to deliver high-quality software, which specialises in high-performing software in a real-time transaction-processing environment.

Job Description

Develop and maintain software & applications using the technologies described below
Deliver projects on time, within budget, and to required quality standards
Capable of working with large, complex applications
Interpret requirements and yield solid design specifications, within existing frameworks
Implement efficient and effective solutions from design specifications
Effectively test developed software
Architect/design new solutions where required
Provide accurate estimates of the effort required to complete a task
Produce and maintain high quality documentation
Recommend and implement process improvement
Work within the wider department where required, including customer projects and operations
Willing to put in reasonable additional effort in order to meet deadlines
Identify items for revenue recognition

Person Specification

Technology degree or equivalent from a recognised University

3+ years’ experience in similar role
Strong analytical and conceptual skills; a good and innovative problem solver
Strong communication skills
Quickly adaptable and flexible in approach to work
Ability to multi-task and deliver even when under pressure
Ability and willing to work autonomously where required
Ability to liaise directly with clients if required

Technical skills:

Required:

C programming, Unix, SQL, Informix or Oracle, Perl, IPCs, multi-threading, XML

Preferred:

AIX Unix, Tuxedo, ISO 8583 messaging, Perforce or other source control tools
Bonus: Java/J2EE, Linux

Purpose of Role

To work as the technical lynchpin within the Implementation Consulting team to provide technical expertise and consultancy, shaping and refining solutions for customer projects.

Key Accountabilities

Create technical solutions to deliver against customer requirements based on the product suite

Participate and lead customer and internal workshops, presenting solutions or solution proposals

Work closely with customers to understand and gather business & technical requirements

Become an expert in the product suite and overall service offering

Work with the project implementation teams to deliver customer projects

Liaise with the product development teams to keep up to date with product enhancements

Liaise with the application support teams to understand and account for post-project support requirements/implications

Provide technical coaching to colleagues

Participate in pre-sales activities where required

Produce and maintain high quality documentation

Recommend and implement process improvement

Candidates will demonstrate or possess the following

Technology degree or equivalent from a recognised University

3+ years experience in a similar role

5+ years experience in a software development or architectural/solutioning role

2+ years experience in the Payments industry

Ability to define and present technical solutions to a business and technical audience

A confident and professional communicator, with strong conceptual and innovative thinking skills

A quick learner, readily adaptable, and flexible in approach to work

Ability to multi-task and deliver under pressure

Experience of working with large and complex software products

Competent technological understanding and knowledge of the business benefits of the following:

Programming languages: C, Java

Databases: any hierarchical, preferably Informix or Oracle, with SQL

Middleware & Web/Application servers: Tuxedo, Websphere, Tomcat

Infrastructure: IBM pSeries machines running AIX, basic network componentry, security

Misc: XML, ISO8583, Spring, Hibernate, JSP, Javascript, Liferay, portlets

Role

Manage specific client relationships from contract signature to live production in both a consultative and project management capacity

Manage project implementations including budgets and resources

Assist in overall projects resource planning

Provide pre-contract assistance to the sales team

Monitor all aspects of the project to ensure it meets company standards, methodologies and quality assurance guidelines

Control, monitor and report progress against plan and take corrective action as necessary in order to meet delivery obligations

Prepare card programme configuration documentation, project initiation documents, project plans including resource estimates, timescales, dependencies and manpower schedules to company standards

Understand customer requirements and working to tailor systems to those requirements

Maintain and develop business relationships with assigned clients through project kick off meetings, and on-going project meetings presenting a professional image

Ensure that appropriate after sales support is provided and that service levels and client perception remains high

Perform a liaison role between the client and company such that current and future opportunities are maximised

Ensure a co-ordinated effort between the Project Team and the Implementation Team to deliver projects on a timely basis

Ensure that projects are resourced correctly, reporting any resource conflicts to the Head of Projects

Person Specification

Experience in a similar project management role in a card processing company

Experience in a customer facing role using consultative skills

Deep rooted understanding of the prepaid card market including good understanding of scheme regulations

Technical knowledge

Client relationships / negotiation skills

Project Management qualification e.g. Prince II

Good working knowledge of MS Office products

Good working knowledge of MS Project