Who Are We?
Bottomline is on a mission to be the world's leading business payments company, aligning our team to the common purpose of transforming the way businesses pay and get paid. It is a journey that goes around the world serving financial institutions and companies in more than 90 countries. Our Portsmouth office is the central strategic hub in the US as well as one of the go-to market global centers of excellence, conveniently positioned to enable a fulfilling and flexible, hybrid work-life balance. A place to collaborate and share knowledge share across multidisciplinary teams, it also provides the perfect space to meet virtually with our colleagues across time zones.
Culture and Values
We are one global team, who work with and for each other in a drive to delight customers through excellent execution, which fuels how we create and grow sustained business value for our customers, our team and all who partner with us. Our culture encourages people to be brave and curious, to drive to closure and to ensure our values and principles are lived out daily. We excel at Bottomline because we are positive and passionate about building a #LifeAtBottomline
We are looking for a Global Support Readiness Manager to innovate, win and grow with us!
The role ofGlobal Support Readiness Managerwill be a complementary and collaborative resource to partner with the Global Head of Customer Support and customer operations and service delivery leaders to implement and standardize global best practices within support.This role is part project manager, part continuous improvement influencer and part business advisor.While this role is not customer facing and has no product specific dependencies, your focus will be on enabling a highly efficient support teams with world class employee and customer experiences through the readiness and continuous improvement of organizational capabilities. In this role you will havethe freedom to explore and identify opportunities to improve the business.
How you'll contribute:
Build out a PMO capability to enable the global customer support team to high performance.
Readiness: Prepare Support for changes in the business, including new product launches, major initiatives, and regulatory requirements. Collect requirements, organize planning discussions, build then drive project plans and roadmaps that enable success.
Global Process and Technology: Through collaboration, identify and set the standards for our globally leveraged support processes and tools. Lead from implementation, and adoption, to continuous improvement. Including escalation process, revenue supporting initiatives (lead gen, premium support, etc), Implementation-to-support handoff, ticket taxonomy system and analysis delivery, Incident Management, AI support, self-help, and digital strategies, SFDC ticketing system, customer survey, on-call, closed loop process, KCS, and many other areas. Partner with support leaders to identify segment specific needs in parallel.
Change Management: Design and drive the implementation of a support Change Management System.
Continuous Improvement: Build a capability to support multiple businesses and stakeholders and go after parallel continuous improvement initiatives to rapidly achieve benefit. Including, Reporting Phase 2, Clean Slate Phase 2, an employee feedback process, SFDC 2.0, the support roadmap, or any action aimed at helping us achieve SL, CSAT and other key performance indicators. Organize efforts and communication around achieving department and segment level goals.
Organize and host our internal business review process. Work with operations and service delivery to build and perfect our reporting cadence and content for every audience level. Ensure consistency in the delivery process.
Assist with managing our workforce capacity planning and budgeting strategies.
In partnership with our leaders, build our leadership development program. Ensure tactical one-pagers, clear job descriptions, manager and leadership training and 1:1 coaching process are documented and implemented on all teams. Work with the sr. leaders and complement their current efforts to build out their bench strength and succession planning.
Manage the development of our Internal Support Site for documents, process and information storage and distribution. Work with leaders to identify and organize relevant content and put controls in place to ensure it remains up to date.
Over time and as funding enables, build out the Readiness and PMO function to further support our agents and business. This role will likely see additional growth as our back-office capabilities expand into areas like training and content writing.
Lead the Industry Awards and Recognition effort. Build submissions calendar and work with leaders to creative award-winning submissions.
Provide coverage to sr. leaders on PTO.
Key Deliverables & KPIs
Improve the overall quality and timeliness of deliverables across support leadership.
Ensure Customer Support meets all major due dates and deliverables for cross functional projects and product initiatives.
Develop operational KPIs and drive results.
What will make you successful:
Comprehensive knowledge of support processes and tools to develop/drive the strategy for Bottomline Customer Support (eg COPC, ITIL).
Ability to work with cross-functional leaders to implement changes and drive continuous improvement in the support function.
Ability to lead without authority, playing the influencer and driving change through business case analysis and gaining agreement through intelligent planning and effective communication.
Preferred Competencies & Leadership:
Agility & Adaptability
Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive, C-level and front-line support engineer. Communicate vision & story.
Facilitate conflict resolution through demonstrated active listening, critical thinking and communicating with a mindset of customer, employee and business needs
Build strong internal partnerships, lead & influence with cross functional groups to achieve business goals: sales, pre-sales, business development, channels, product management, engineering, finance, legal, IT, HR, marketing, and senior management
Demonstrated Executive Presence
Demonstrated mindset and tactics for mentorship and development
Demonstrate and facilitate a culture of executing with excellence
Education and Experience:
10+ years global support leadership experience, within the banking or fintech space preferred
Track record of success in a project management of strategic program owner role
Exceptional communications skills with all levels
Successful PMO and Support management experience
Track record of using business metrics and process improvement to drive organizational transformation
Bachelor's degree required
We welcome talent at all phases of their career through understanding and supporting additional needs (where applicable) as we look to innovate, win, and grow together.
Bottomline is proud to be an equal opportunity employer. We are committed to treating all individuals in a fair and equal manner by creating an inclusive and open environment.
