Documentation/Process Analyst

Summary about this job

Detail information about job Documentation/Process Analyst. Terms and conditions vacancy

First Data is a leading provider of payment solutions for financial institutions and merchants around the world. With over 42 Billion merchant transactions annually and nearly 750 Million credit/debit cards on file, First Data powers the payments value chain in over 80 countries across the globe. We are proud of our extensive customer relationships supporting over 7,000 financial institutions and the largest merchant distribution network in the industry with over 1,200 partners servicing merchants large and small.

You may not realize, but First Data touches your life every day. Whether it’s writing a cheque at the supermarket, buying dinner with a credit card or ordering a book on-line, First Data is one company that can make all these transactions happen conveniently, efficiently, and securely. And we could not do it without our number one resource: people.  Join First Data, and discover how the power of one makes global commerce happen.

Position Summary:

This position is responsible for the implementation of all business projects and initiatives into the Service Delivery environment with a key focus on generating and implementing process change for the department.

In this role you will act as a liaison between First Data and Clients on client implementations, projects and/or conversions. You will develop, coordinate, and execute project plans, task schedules and resource activities to ensure on-time and effective project delivery. 

Identifies opportunities to streamline procedures, enhance revenue and improve product efficiency.  Interface with other First Data departments to generate and offer appropriate solutions. Interprets and communicates First Data services and products to clients, sales, and vendors.   At times, this person will be responsible for gathering client requirements for implementations, projects and/or conversions.   Provides client consultative input on First Data product and system features.

The position will reside within our ‘Service Delivery Readiness’ area and involve interaction with appropriate levels across all functional areas within the business.

Responsibilities:

• Maintain content within knowledge repository for Service Delivery
• Ensure version control is applied to all manuals and procedures
• Design, drive and deliver operational excellence through a ‘continuous improvement’ agenda based on industry recognized process management methodologies
• Develop and document processes and procedures for the Service Delivery team, as required
• Adopts Six Sigma or similar methodologies to ensure techniques for reducing the time needed to provide products or services, and techniques for improving the quality of products and services, substantially contributing to increased customer satisfaction and cost reduction
• Preparing project plans and appropriate documentation to ensure clear path of deliverables, governance and stakeholder engagement
• Responsible for clear communication structure across stakeholder group including external service providers
• Acts as a point of escalation of issues and problems that impact successful client implementations
• Communicates with appropriate levels in IT, Sales, Support or other areas of the organization to resolve issues, influence or improve performance and/or appraise overall status of project(s). 
• Represents Service Delivery in meetings conducted by other work groups or departments and special projects. 
• At times, may be required to provide leadership and direction to the department's individual contributors regarding the prioritisation, execution and expected results of the work performed, including the planning and design of the implementation processes
• Monitors, tracks and analyses performance to ensure efficient, timely, accurate implementation
• Ensure adherence to First Data policies and procedures
• Assist in developing policies and procedures, as required
• Responsible and accountable for reporting and governance of initiatives and projects (including continuous improvement initiatives)
• Responsible and accountable for projects, initiatives & major implementation – On time and budget
• Responsible for tracking projects post implementation and reporting on success
• Adhoc tasks as required

Behavioural Competencies:

• Leader and champion of change
• Focus on results
• Innovator
• Establishes stretch results
• Inspires and motivates others to high performance
• Develops others
• Builds relationships
• Communicates powerfully and prolifically
• Connects the group to the outside world
• Collaboration and teamwork
• Displays high integrity and honesty
• Practices self-development
• Technical / professional expertise

Desired Skills:

• Requires little or no guidance and supervision from management
• Can negotiate compromise and make decisions within the scope of Implementations. 
• Uses high degree of initiative and independent judgment.
• Relationship building and stakeholder engagement
• Strong written and verbal communication skills
• Time management skills to meet critical deadlines
• Analytical and problem solving skills
• Advanced Excel skills
• Project Management skills
• Strong technical comprehension skills and expertise

Desired Experience and Knowledge:

• Experience or education in business analysis, process development and work flow management
• A good working knowledge and/or qualifications and/or accreditation in Six Sigma and lean process management techniques is required
• Knowledge of project management techniques
• Experience in supporting a complex multifaceted environment.
• Bachelor’s degree preferred or relevant work experience.
• 3 - 5 years of relevant payment processing experience.

Please note due to the volume of applications only shortlisted candidates will be contacted for an interview.   

Successful candidates will be required to undergo mandatory background and criminal checks.