The Go-to-Market Support Partner II will be responsible for non-commercial Account Management support for key partnerships. This position will be the interface between key partnership account and operations functions to drive service delivery, customer value/satisfaction, and continuous improvement.
Primary Responsibilities
- Acts as operational contact for key partnership; responsible for working with the sales team on all the operational aspects of the existing business across the region and working cross-functionally with supporting team across the organization. lead non-commercial conversations with agents to drive POE upgrades, System Migrations, forms, AC releases, etc. Develops relationship with key partners, customer stakeholders, and executive sponsors.
- Facilitates new agent onboarding projects by acting as a subject matter expert on operational functions for key partnerships to ensure a positive onboarding experience. Engages key partnership and internal stakeholders to achieve cost savings; measures and monitors the impact of initiatives.
- Partners with internal teams to improve processes for key partnerships; takes ownership of complaints and defines impactful strategy to resolve agent-facing challenges. Coordinating with various functional teams to ensure systems are in line with the companies polices and guidelines (compliance, fraud protection, process flows, credit limits, consumer forms…etc.).
- Work as main contact to resolve agent issues and escalate any non-operations related issue of commercial importance to the appropriate department in timely manner.
- Delivered face to face and remote training on systems and procedures to new and existing partners. In addition, organizing tellers’ workshops/conferences and group refresher training.
- Performs other duties as assigned.
Qualifications
Education:
- Bachelor’s degree in business, information technology, or related area.
Experience:
- 5+ years of relevant experience.
Essential Skills:
- Knowledge/experienced gained within financial services.
- Strong understanding of market dynamics and partner needs.
- Solid project management skills including planning work, managing details, keeping multiple tasks/projects on track, and navigating ambiguity to deliver results.
- Demonstrated experience and ability to work across Sales, Marketing, and Product to create a culture of alignment.
- Excellent interpersonal skills, ability to build and maintain credible relationships in person and over the phone with internal stakeholders.
- Excellent organizational skills with the capability to set and manage priorities and ability to follow through.
- Strong verbal and written communication skills with the ability to explain procedures and processes to internal or external customers as well as team members effectively.
- Ability to and handle sensitive data with professionalism and confidentiality.
- Keeps abreast of current changes in technology, processes, and standards within area(s) of responsibility, and applies knowledge and practices to area(s) of responsibility.
- Ability to work well under pressure and address issues with diplomacy and tact.
- Ability to work in a culturally diverse environment and be sensitive to cultural differences.
Primary Location: United Arab Emirates-AE-Dubai-Dubai
Work Locations: AE_Corp_Dubai_8 West Wing 8 West Wing A 301 Airport Free Zone PO BOX 54458 Dubai
Job: Product Management Delivery
Organization: Global Operations
: Full-time
Travel: Yes, 20 % of the Time
Job Posting: May 11, 2023, 12:46:27 AM
