What are the responsibilities and job description for the Delivery Analyst, Global Operations Associate I position at TreviPay?
At TreviPay, we believe loyalty begins at the payment. Thousands of sellers use our global B2B payments and invoicing network to provide choice and convenience to buyers, open new markets and automate accounts receivables. With integrations to top eCommerce and ERP solutions and flexible trade credit options, TreviPay brings 40 years of experience serving leaders in manufacturing, retail and transportation.
Every day, TreviPay employees are challenged and empowered in a supportive, collaborative, entrepreneurial environment.
This role will serve as the Subject Matter Expert (SME) for CaaS support processes, products, and services. They will work with our Outsourcing Partner to ensure support processes are understood and followed. The Delivery Analyst reports to the Sr. Manager, Global Operations Solutions and will have a direct relationship with the Outsourcing Partner.
Along with the Sr. Manager the Delivery Analyst will ensure standard operating policies and procedures are functionally setup, effectively employed and manage the service quality for all Outsourcing Partner services driving overall metrics to meet/exceed expectations. The role is accountable for daily interactions/standups with the Outsourcing Partner to ensure expectations are being met, and to escalate any issues. The Delivery Analyst is expected to monitor and review all metrics, SLAs, and KPIs.
The Delivery Analyst will be responsible for assisting with all transition activities including knowledge transfer, staffing/hiring, training, and go-live activities in partnership with the Outsourcing Partner.
Key Responsibilities
oLeads training to Outsourcing Partner (initial and ongoing)
oDevelop and execute data analysis to ensure objectives are met
oConduct quality assurance checks
oImplement and monitor checks to assess performance, reliability and quality of services provided
oIdentify and work to resolve program gaps, defects, and improvements
oInvestigate support complaints and product issues
oMonitor quality of Outsourcing Partner to ensure adherence to KPIs and TreviPay expectations
oDaily point of contact for Outsourcing Partner questions and escalations
oDevelop, maintain, and communicate procedures, standards and documentation to Outsourcing Partner (SOP, procedures manual, process/system changes)
oProvide recommendations for procedural improvements
oForm positive and productive relationship with Outsourcing Partner
oCollaborate with Outsourcing Partner and key TreviPay stakeholders to gain efficiencies and meet SLAs and quality standards
oAssess, analyze and report on potential risks with Outsourcing Partner to TreviPay management
oExecute initiatives to meet organizational goals
oDevelop and refine the scope of the program in response to evolving organizational and community context
oDevelop long-term relationships with Outsourcing Partner and key TreviPay business stakeholders to promote and support the program with internal stakeholders and Outsourcing Partner
oConduct audits of Outsourcing Partner
oMay travel to work on-site with programs
oSpecial projects as assigned
Ideal Candidate Qualifications
oDeep knowledge of CaaS product and operations
OExceptional Customer Service Skills With Proven Customer Relations Experience
oStrong verbal and written communication skills are required
oProven ability to develop processes and documentation
oExcellent quantitative and qualitative analytics as well as analytical creativity
oExcellent trainer
oStrong ability to multi-task, manage time, and prioritize tasks
oDetail oriented and task driven with a strong work ethic able to work in a fast-paced environment
oAble to contribute on an individual basis and as part of a team
oAbility to travel (if necessary)
oFlexibility in work schedule (if necessary)
Why you will love working at TreviPay
Individuals with disabilities will be provided reasonable accommodation to participate in the job application and/or interview process. Please contact Recruiting@trevipay.com to request an accommodation.
Every day, TreviPay employees are challenged and empowered in a supportive, collaborative, entrepreneurial environment.
This role will serve as the Subject Matter Expert (SME) for CaaS support processes, products, and services. They will work with our Outsourcing Partner to ensure support processes are understood and followed. The Delivery Analyst reports to the Sr. Manager, Global Operations Solutions and will have a direct relationship with the Outsourcing Partner.
Along with the Sr. Manager the Delivery Analyst will ensure standard operating policies and procedures are functionally setup, effectively employed and manage the service quality for all Outsourcing Partner services driving overall metrics to meet/exceed expectations. The role is accountable for daily interactions/standups with the Outsourcing Partner to ensure expectations are being met, and to escalate any issues. The Delivery Analyst is expected to monitor and review all metrics, SLAs, and KPIs.
The Delivery Analyst will be responsible for assisting with all transition activities including knowledge transfer, staffing/hiring, training, and go-live activities in partnership with the Outsourcing Partner.
Key Responsibilities
oLeads training to Outsourcing Partner (initial and ongoing)
oDevelop and execute data analysis to ensure objectives are met
oConduct quality assurance checks
oImplement and monitor checks to assess performance, reliability and quality of services provided
oIdentify and work to resolve program gaps, defects, and improvements
oInvestigate support complaints and product issues
oMonitor quality of Outsourcing Partner to ensure adherence to KPIs and TreviPay expectations
oDaily point of contact for Outsourcing Partner questions and escalations
oDevelop, maintain, and communicate procedures, standards and documentation to Outsourcing Partner (SOP, procedures manual, process/system changes)
oProvide recommendations for procedural improvements
oForm positive and productive relationship with Outsourcing Partner
oCollaborate with Outsourcing Partner and key TreviPay stakeholders to gain efficiencies and meet SLAs and quality standards
oAssess, analyze and report on potential risks with Outsourcing Partner to TreviPay management
oExecute initiatives to meet organizational goals
oDevelop and refine the scope of the program in response to evolving organizational and community context
oDevelop long-term relationships with Outsourcing Partner and key TreviPay business stakeholders to promote and support the program with internal stakeholders and Outsourcing Partner
oConduct audits of Outsourcing Partner
oMay travel to work on-site with programs
oSpecial projects as assigned
Ideal Candidate Qualifications
oDeep knowledge of CaaS product and operations
OExceptional Customer Service Skills With Proven Customer Relations Experience
oStrong verbal and written communication skills are required
oProven ability to develop processes and documentation
oExcellent quantitative and qualitative analytics as well as analytical creativity
oExcellent trainer
oStrong ability to multi-task, manage time, and prioritize tasks
oDetail oriented and task driven with a strong work ethic able to work in a fast-paced environment
oAble to contribute on an individual basis and as part of a team
oAbility to travel (if necessary)
oFlexibility in work schedule (if necessary)
Why you will love working at TreviPay
- Competitive salary
- Paid parental leave
- Generous paid time off
- Medical, dental, vision, FSA, Life/AD&D, long and short term disability
- 401K matching
- Employee referral program
- in saying yes to unique and challenging requirements
- empowered team members are creative team members
- our products make the customer’s day just a little bit better
- work/life balance makes us all more effective
Individuals with disabilities will be provided reasonable accommodation to participate in the job application and/or interview process. Please contact Recruiting@trevipay.com to request an accommodation.
