Support Team Manager - CBK (M/F)

Introduction

Clear2Pay Belgium nv/sa has built a specific software package “CBK” designed for processing of disputed transactions in the credit/debit MasterCard/ Visa card business. The CBK package is a back-office and database application combining Financial Processing (accounting events), CRM functions (customer relationship management procedures) and the specific MasterCard & Visa Clearing Rules Management (processing of litigations between the card Issuers and the transaction Acquirers).

CBK software package is a “niche software product” marketed worldwide. Clear2Pay Belgium has a leading position on this market since more than 16 years.

The most recent package versions CBK V3.1 Issuer and CBK V3.1 Acquirer have been fully developed in Java technologies.

CBK package is being updated every 6 months due to the changing Visa & MasterCard clearing rules modifications. In addition Clear2Pay Belgium develops on regular basis new functionalities, implements new processing architectures and integrates the application within the customer’s local host systems.

The CBK Business Unit team of 28 provides a continuous support of CBK package to all its customers in 17 countries worldwide. The team is a part of more than 400 staff members of Clear2Pay organisation in Belgium, Netherlands, Australia, USA, Spain, UK and Poland.

Scope of work

Regular daily operations tasks

• to provide the daily support to Clear2Pay customers using CBK package) as an active member of the Support Team. This relates to the First Level Support and to the maximum extent to the Second Level Support in collaboration with the CBK package consultants
• to build the knowledge database of all support events and of the corresponding repair actions
• to maintain the existing CBK customer contact database
• to distribute to the CBK customers, on a continuous basis, all current information about the on-going release distribution, planned package enhancements and any type of general information useful for the customer either for his operations or in order to maintain a good perception about Clear2Pay services
• to communicate on a “regular” and on a “per event” basis with the CBK test, development & consulting teams
• to ensure the required reporting to the Director of CBK Operations about the on-going support tasks, support quality, customer reactions to more difficult problems
• to work closely with CBK Test Team Manager and participating in the key test trials and definitions of test scenarios
  

Specific or Managerial tasks

• to build the Support Team and review its current organization
• to manage the team and the daily operations
• human resource planning as needed for the support tasks
• to anticipate the requirements for the support tools as needed for the efficient execution of daily tasks in synchronization with the testing and problem reporting actions (software /hardware)
• definition of best practices for support
• participate in defining best practices for consulting so as to limit impact on support activities
  

Initial objectives

• To learn the basics of the CBK functionality (GUI & BATCH, both versions)
• To learn the existing support tools and the support procedures
• To evaluate the possible improvement of tools and of organisation
  

On a cyclic “bi-annual” basis

• Intensive support and follow-up due to the delivery of new CBK bi-annual versions updates (March-April, September-October)

Position within CBK activity

The target Support Team will count 3 members (2 initially)
The Support Manager reports directly to the Director of Operations.

• The Support Team manager is a direct “supplier” to CBK Customers
• The Support Team Manager is “client” of CBK Test Unit, of CBK Consultants and of CBK Product Manager - External Delivery Manager
• The work place is in Brussels, contacts with all other CBK teams is face-to-face in the same location (consultants, developers, managers)
• Contacts with the customers are being done via e-mails (90%) and telephone calls
• The Support Team Manager may be called to fulfil other exceptional responsibilities in other departments
  

Skills needed

Technical skills

• troubleshooting skills - experience in support environment
• SQL: Oracle/DB2 (being able to query databases & writing specific scripts)
• experience in supporting java-based apps
• solution-oriented
• experienced in knowledge management
• knowledge of CRM tools would be a “+”
  

Managerial skills

• people skills - experience in team management
• strong communication skills (oral and written - towards our own team, customers, development team and the company management)
• analytical skills (problem analysis and reporting)
• helicopter view – capacity for recognition of the essentials and of the global impact of events
• flexible (changing work priorities and, in some cases the work time for some exceptional actions servicing some customers located outside Europe)
• can work with objectives, is target oriented
• able to work under pressure and deal with priorities
• able to evaluate the required priorities and the need for the problem escalation to the consultants and to the management

General

• a “technical education background” is a + (skills is script building, VB, C, C++ or JAVA programming)
• to be logical and accurate, able to write the concise/short and well-structured notes/documents, presenting the analysis results, conclusions and the operational documentation.
• to be able to work within a team
• to be highly “customer focused” and “service oriented”
• to speak and write very good English
  

Career path

While the main objective is to build and manage the CBK package Support Team, after a successful accomplishment of the main objective and after acquiring the needed experience, the Support Manager will have an opportunity to analyze the operational and business rules and functional requirements of the package. This will allow him to assume the responsibilities in other teams like Test Team, Consultants Team and/or to participate in the “Product Management” tasks or in the “Account Management” activities.

Contact

Send your curriculum vitae, in English, with covering letter by mail or email
to the attention of:

Marek Slawecki Vice-President
Chargeback Business Unit
Clear2Pay Belgium NV
Av Eugène Plasky 157
B-1030 Brussels
Belgium
Tel: +32 2 376 89 11
E:
or E:

With reference: c2p_supmgr_cbk