Senior Processing Manager

Why Verifone

For more than 40 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide.

Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services, and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it’s developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success.

Verifone is proudly an in-office work culture as we see immense benefits to career development and business results from our colleagues being physically co-located. Currently, we do allow a hybrid work schedule but we regularly revisit our attendance policy.

What's Exciting About The Role

To strategically lead all aspects of Order Processing within EMEA as a primary regional focus, as part of Verifone's global Order Management alignment - driving global standards while accounting for regional differences, and partnering with peers in other regions and with global teams supporting shared functions such as tooling, reporting, and billing. This role drives the function's evolution through automation and AI to reduce overall order cycle time and improve quality for a better customer experience - all while ensuring fulfilment of business and customer requirements. It's perfect for someone who loves both the big picture and the details, and who can shift a team from reactive to proactive, metrics-driven operations that scale with Verifone's growth.

Key Responsibilities:

Lead the Order Management; Order entry and onboarding team to:

• Conduct Technical Review of and engineer customer orders for faster delivery through Verifone's EMEA fulfillment operations. Activities include but not limited to planning EMEA terminals and parts stock, and strategizing additional processing capability and/or local soft parts suppliers.
• Review and process customer orders with speed and in compliance with internal & external policies/regulations including but not limited to booking policy, sales recognition, ITC & Checkpoint requirements etc.
• Develop order execution summary for customer care team as necessary
• Handle change order request from customers

Lead Customer Care Team to:

• Manage contractual requirements of customer orders which include but not limited to documents submission, bank guarantees, production schedule, coordinate 3rd party witness inspections, LC review, advance payment collection, expedite customer orders as necessary and provide weekly order status update to customers, work with freight forwarder for shipment arrangement and billing to customer upon delivery etc.
• Measure customer order RDSL/PDSL and continuously drive for performance improvement
• Conduct monthly sales forecast and actualization
• Continuously drive for productivity improvement

Ensure Operational Readiness and compliance with client onboarding, ordering and  product introduction

• Proactively work with Legal, Product, Contract Administration and Engineering to ensure review and evaluation of operationalizing new product billing and operational readiness. Identify risks of terms for products and proposals as it impacts compliance, system gaps or scalability of support.
• Ensure ongoing monitoring to track commercial/operational risks of backlog orders, monthly review with business leaders for necessary actions to mitigate the risks.
• Ensure all related employees (sales, AE, project team, order management team etc) with sound knowledge of VeriFone’s requirements in T&C of sales, internal procedures for T&C review and approval by conducting internal training or other available training source in EPM AP.
• Engage with Product and Engineering teams to provide review and guidance for automated onboarding tools

Ensure all team functions support Verfifone policy & applicable governing bodies

• Support site international trade compliance and checkpoint function.
• Ensure all sale transactions, import & export activities are in compliance with ITC & checkpoint requirements via training, operating procedure, work instructions etc.
• Conduct annual self-assessment and follow up to close any outstanding issues.
• Manage & supervise order related record keeping and ensure compliance with VeriFone policy
• Work with Finance, Billing and FP&A teams on enacting accurate billing and governance policy and procedures

Continuous Improvement, Automation & Systems Strategy

• Strategically review what and how the team works, leveraging automation and AI to reduce overall order cycle time and improve quality, enhancing the customer experience
• Collaborate with Order Management peers in other regions and with global teams supporting shared functions - including tooling, reporting, and billing - to align on global standards while accounting for regional differences
• Shift the function from a reactive to a proactive operating model, aligning cross-functionally on operational readiness ahead of new product delivery
• Define and use metrics - volume, time, quality, and cost - to shape strategy, prioritize work, and evaluate team performance and output
• Partner with Product, Engineering, and other cross-functional teams to identify the root cause of process gaps and issues, and design scalable solutions that support Verifone's growth
• Influence enhancements to Verifone's order management systems, tools, and operations structure to drive better efficiency and outcomes
• Engage in solutions conversations with Product and Engineering to identify system and process changes that allow new products to scale without requiring manual workarounds
• Monitor compliance requirements and competitor/industry practices to define and incorporate best-in-class standards into team processes
• Continuously seek for waste elimination, process automation opportunities to achieve response/process speed and accuracy
• Develop, implement, and sustain standard operation procedures for the department and continuously improve the process by analyzing/monitoring errors

Team building including but not limited to maintain

• A clear department/function vision
• Clear department KPIs, monitoring and review mechanism
• A strong team with commitment and shared responsibility
• A learning environment for career advancement and adoption to changes

Skills and Experience We Desire

• Degree in Engineering/Business Administration/MBA
• Demonstrated experience driving process improvement through automation and/or AI-enabled tools
• Strong analytical mindset, with experience using metrics - volume, time, quality, cost - to define strategy and measure results
• Experience partnering with Product, Engineering, and IT teams on enhancements to Verifone's order management systems and operations structure to support scalable, efficient operations
• Experience collaborating across regional and global teams to align local execution with global standards
• Strategic mindset with the ability to shift a team from reactive to proactive, continuous-improvement operations
• At least 5 years of relevant management experiences
• Customer Focus, Goal Oriented and Strong problem solver
• Strong work commitment and can work under pressure
• Strong interpersonal skills, good oral and written communication skills
• Willing to travel when required

Our Commitment

Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.