Latest Jobs at Giesecke+Devrient

PURPOSE OF THE JOB:

• The main purpose of this position is to analyse client requirements and provide world class recommendation reports for client in order to achieve long-term business goals.

KEY PERFORMANCE AREAS (DUTIES & RESPONSIBILITIES):

• Maintain a high degree of engagement and interaction with central and commercial sales and service teams
• Provide input into account plans and consulting opportunities as well as client proposal writing
• Identify and create new business opportunities, in existing and new segments through a consulting approach
• Research and development of industry specific information per country and presentation thereof
• Costing for all consulting efforts in client projects, quotations and purchases pipeline management 
• Research and development of industry specific information per country and presentation thereof
• Review of existing SLA’s and formulate consulting opportunities
• Develop research programs incorporating current developments to improve existing products and study potential of new products
• Report to senior management on company product technical issues as well as technical developments within the market
• Present at industry conferences on research topics of interest
• Establish and maintain testing procedures for assessing raw materials, in both process and finished products
• Manage trial or testing programs for products/services through the management of staff and assignment of staff and utilization of resources
• Budgeting and cost forecasting of technical development or research programs      
• Research business or economic trends and recommend viable new growth strategies
• Explore opportunities to submit requests for proposals (RFPs)
• Create strategic alliances among similar but non-competing businesses
• Become a company's twin subject matter expert and PR representative and write regular blogs for the company website or post news to social media platform   

PROFESSIONAL EXPERIENCE:

• Minimum 3 years of work experience in a similar role & Retail and Banking software consulting experience
• Business process engineering or related field (desirable)
• Travel into Africa  

MINIMUM ACADEMIC QUALIFICATION:

• Bachelors degree in Business Administration or relevant field

KNOWLEDGE, SKILLS & ABILITIES:

• Strong proficiency in MS Office
• Excellent oral and written communication skills
• Great presentation and public speaking skills
• Highly organised & professional
• Business development, research and development experience
• Project management fundamentals
• Innovative, be able to develop new and creative ideas to address problems and bring in additional revenue
• Analytical with strong attention to detail

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PURPOSE OF THE JOB:

• Correctly channel service support requests from External and Internal Customers (e.g. Sales) to the correct delivery teams.
• Handle external and internal customer escalations.
• Continuously and pro-actively provide communication and updates to all parties until service support requests are resolved.
• Act as the ‘firewall’ between Internal customers and operational teams, ensuring that Internal customers are timely provided with progress reports while delivery teams have absolute clarity on desired outcomes to achieve customer excellence.
• Track all service support requests by category and priority using Kanban methodologies and tools. Optimize the request funnel. Prioritize requests while maintaining the optimal output flow (delivery rhythm).
• Provide real-time and historic support performance reports using dashboards and visualisations, ensuring all internal stakeholders are continuously aware of the service

KEY RESPONSIBILITIES AREAS (DUTIES & RESPONSIBILITIES):

Delivery backlog management

• Manage the service delivery and support backlog (traditional SCRUM ‘product backlog’ applied to services support requests)

Communication

• Pro-actively update internal and external stakeholders on the status of support requests.
• End-to-end management of customer escalations and complaints.
• Daily stand-up and weekly retro-active with delivery teams to ensure efficient management of the services backlog.

Reporting

• Steer the optimization and sharing of service delivery dashboards and task boards that allow all stakeholders to have a transparent view of current and historic service delivery performance.

PROFESSIONAL EXPERIENCE:

• Minimum of 5 years in Service Delivery Management
• Excellent communicator: able to defuse customer dissatisfaction and drive team members to provide results.
• Strong team player, able to drive different teams to deliver the desired outcomes. Engage the correct team(s).
• Able to summarize data and present it in an easy-to-digest and convincing format.

MINIMUM ACADEMIC QUALIFICATION:

• Completed BCom degree

KNOWLEDGE, SKILLS & ABILITIES:

• Knowledge of service management framework
• Must have a strong understanding of service management
• Effective communication is essential 
• Ability to build and maintain strong relationships with clients
• Strong leadership skills
• Ability to interact directly with customers
• Excellent customer relations
• Must make critical decision making to ensure service delivery

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PURPOSE OF THE JOB:

• Serve as the primary interface for all services delivered by Service Partners (SP) to G+D customers.
• Performance Management of the Service Partner.
• Manage all operational matters and quality performance related to assigned regional SP.
• Ensure that assigned SP delivers top quality services to G+D customers.

KEY RESPONSIBILITIES AREAS (DUTIES & RESPONSIBILITIES)
Service Excellence

• Ensure G+D and SP continually exceed customer expectations in the provision of services, pro-actively take service quality initiatives or roll out excellence initiatives taken by the Head of Customer Excellence. Ensure redundant service coverage by SP. Organize G+D support for day-to-day (SP) Services and pro-actively manage major support issues. Clearly and consistently communicate the expectations of G+D to SP and continually improve the service delivery quality of SP. SLA implementation & management with SP.

Service Partner (SP) Training and Tools

• Pro-actively identify ongoing SP training needs (tools, service and technical training) and mobilize the required G+D resources to provide this training. Roll-out of (new) G+D tools and processes with SP (or SP tool access at G+D if applicable). Ensure SP and G+D teams have the required access and knowledge for seamless collaboration and customer support. Track and communicate training needs and progress.

Service Partner (SP) Records Management

• Responsible for the management and filing of all SP documentation (agreements, partner database, access and tools, reports, communication) - not limited to but including:
• SP skills and certifications
• SP contact information
• Site installation data (location)
• Service records by: Country System Type, System Serial No, SP Customer System Counter and Spare Part Usage data.

Service Management

• Host/organize monthly interlocks with the relevant customers, SP and G+D stakeholders to review SP SLA performance, KPI’s and other contractual requirements. If required (e.g. during transition, go-live or crisis), host daily or weekly customer or SP engagements. Provide monthly reporting to G+D stakeholders on Customer SLA and SP status and initiatives (executive summary).

Service Partner (SP) Network Development

• Identify the need for new SP and identify opportunities that fuel G+D growth strategy (via existing or new SP). When and where required, recruit qualified SP companies in areas of both current service, and target areas of business development (e.g. VASS). Build strong SP network and relationships – ensure that SP views G+D as a preferred vendor and SP acts as an ambassador of G+D systems and solutions. Attend relevant channel partner / SP events that strengthen SP - G+D relationships and promote G+D solutions.

PROFESSIONAL EXPERIENCE:

• Minimum of 5 years’ experience in the distribution sector (e.g. IT, cash processing systems).
• Proven track record of managing channel partners and/or vendors.
• Experience in channel sales will be advantagoues.

MINIMUM ACADEMIC QUALIFICATION:

• Matric Ceertificate 
• A bachelor's degree in business administration, marketing, or a related field is typically required

KNOWLEDGE, SKILLS, & ABILITIES:

• Strong team player, able to drive different teams to deliver the desired outcomes. 
• Excellent communicator, able to explain complex subjects to a varied audience.
• Possess experience in facilitattion and training on IT technical systems.
• Able to summarize data and present it in an easy-to-understand format.
• Be able to filter complex issues into the correct area of concern (e.g. Software, Hardware, Calibration, Quality…)