Team Leader Sales Support

Job description

## Why Verifone For more than 30 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. ## What's exciting about the role The Team Leader Sales Support is responsible for leading the Sales Support team across Operational Support and Finance Operations, ensuring the accurate, timely and efficient delivery of sales support, merchant onboarding, contract administration, billing and related operational services. The role provides day-to-day people and operational leadership, with accountability for team performance, service delivery, quality and customer outcomes. Working closely with Sales, Customer Services, Finance, banking partners and other stakeholders, the Team Leader ensures operational issues and escalations are effectively managed, and the team consistently delivers against agreed service levels. The role also works closely with the Business Improvement Specialist to identify and embed opportunities to improve processes, reduce manual effort and increase operational efficiency. ## ## Key Accountabilities - **People Leadership & Team Development** - Lead, coach and develop the Sales Support team, setting clear expectations for individual and team performance. - Conduct regular one-to-one meetings, coaching and performance conversations, providing timely and constructive feedback. - Manage individual performance and development, including addressing performance issues and recognising strong contribution. - Build team capability and resilience through training, cross-skilling and knowledge sharing. - Manage day-to-day resourcing, workload allocation and leave requirements to maintain appropriate service coverage, including supporting recruitment and onboarding where required. - **Operational Leadership & Service Delivery** - Take accountability for the day-to-day performance of the Sales Support function, ensuring agreed SLAs, KPIs, turnaround times and quality standards are consistently achieved. - Monitor workloads, work queues and backlogs, proactively managing priorities and resources to maintain service delivery. - Provide leadership and oversight across sales and finance operational activities including merchant onboarding and maintenance, contract administration, billing, cancellations, credits and refunds, Direct Debits and associated quality controls - Ensure processes and operational controls are consistently followed, and customer, merchant and contract information is accurately maintained. - Identify recurring errors, rework, capacity constraints and operational risks and take appropriate action, including addressing underlying performance or training issues. - Manage complex operational issues and escalations, working with relevant internal teams and banking partners to achieve timely resolution. - Maintain sufficient functional knowledge to guide the team and assist with operational processing during periods of staff absence or exceptional workload. - **Customer & Stakeholder Management** - Build effective working relationships across Sales, Customer Services, Finance and other teams to support positive end-to-end customer outcomes. - Act as an escalation point for complex Sales Support matters, coordinating with internal teams, banking partners and other stakeholders to achieve resolution. - Ensure customer and stakeholder issues are managed with clear ownership, appropriate communication and timely follow-through. - **Continuous Improvement** - Identify opportunities to simplify processes, reduce manual effort and improve operational efficiency, quality and customer outcomes. - Work with the Business Improvement Specialist to assess and progress process improvement, automation and AI opportunities affecting Sales Support. - Provide operational input into changes and lead to the adoption and embedding of approved improvements within the team. - Encourage team members to identify and raise opportunities for improvement. ## Key Relationships - **Internal** - Head of Customer Experience - Sales Support team - Business Improvement Specialist - Customer Services - Sales & Marketing - Finance - Field Services - Technology and operational support teams - **External** - Banking partners - Merchants/customers - Other external partners and service providers as required ## Qualifications and Experience - **Essential** - Demonstrated experience leading and developing people within an operational, customer \service, sales support or similar environment. - Proven experience in coaching, performance management and employee development. - Experience managing operational workloads, service levels, priorities and escalations within a deadline-driven environment. - Strong customer focus with an understanding of how operational processes impact the customer experience. - Demonstrated ability to build effective working relationships across multiple business functions. - Experience working within processes requiring high levels of accuracy and quality control. - Strong written and verbal communication skills. - **Desirable** - Experience within the payments, financial services, banking or technology sector. - Experience within sales operations, merchant services, billing, finance operations or contract administration. - Experience working with banks or other external business partners. - Exposure to CRM, billing or operational systems, including Jupiter and Exonet. - Exposure to process improvement, automation or AI-enabled operational improvements. - **Skills and Abilities** - Strong people leadership and coaching capability. - Sound operational judgement and problem-solving skills. - Ability to manage competing priorities in a deadline-driven environment. - High attention to detail and commitment to quality. - Strong customer and stakeholder focus. - Effective communication and relationship-management skills. - Strong organisational and time-management skills. - Continuous-improvement mindset and willingness to embrace new ways of working. - High levels of integrity, accountability and professionalism. ## ## 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.