Retention specialist

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.

Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.

We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.

Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Overview

As a member of the Retention Enablement team, this individual will provide multi-functional services to support the Retention department leaders as well as drive key business initiatives, department initiatives, and projects.

Specifically, this individual will be responsible for supporting the documentation and communication initiatives that enrich, inform, and elevate the department as a whole.

They will be responsible for supporting the strategy and distribution of internal communication. Partnership with peers and leaders will be necessary to identify calculated areas of need for talent development.

Additionally, this role will assist in the facilitation and triage of Salesforce bug and enhancement requests. Through all work, this individual will model operational and cultural excellence by striving to partner effectively with teammates and colleagues across the organization and to embody the Heartland Way.

Responsibilities

Collaborate with the Retention Enablement team to stay connected with current and future initiatives and projects

Support the distribution of internal team communication to all lines of business by receiving intake requests, reviewing, carefully composing, and disseminating information to team(s)

Identify opportunities for additional internal team communication by staying connected to company news, initiatives, or other means of inspiration to inform the department

Work with Retention Enablement to iterate the Retention Google Site. Duties will include collaborative planning, creative design within brand standards, organization, editing / proofreading, and receiving buy-in from leadership before publishing the changes

Strategic training and knowledge-sharing of projects or initiatives that impact or affect other teams, as needed

Providing regular updates and anticipating changes in process that need to be shared with the training team to ensure the most current priorities are receiving the proper

Assist with facilitation of task requests received through an intake process to triage and submit bug / enhancement requests to the Salesforce team

In partnership with the Retention Enablement Manager, report on the status, timeline, and dependencies or threats related to any initiative or project

Work closely with the Retention Enablement Manager to outline project plans including, but not limited to, defining dependencies and establishing accurate timelines

Maintain the Retention Enablement team’s system of record, Wrike, with project notes and updates, approvals, statuses, and other items that support the team with tracking projects

Support other Retention Enablement initiatives and projects, as needed

Qualifications / Education Requirements

Bachelor’s Degree in business or related field and / or equitable certification or experience

Google Suite experience preferred

Skills / Abilities :

In our unique organizational vernacular, we are looking for the following key qualities for this particular role. The soft skills required to be successful almost outweigh the hard skills in the sense that a willingness to learn and the ability to demonstrate vulnerability and trustworthiness will allow for the free flow of ideas and responsibilities within the team.

Cultural Expectations / Skills :

As an organization, we value a balance of cultural and operational excellence.

Share Praise & Shoulder Responsibility

Owning documentation and communication responsibilities requires a keen knack for identifying opportunities to celebrate others.

From owning internal communication rails to working on various projects with peers and stakeholders, this unique role positions this person to praise others for good work.

Additionally, the responsibility to enable and develop members within the department requires a strong sense of accountability and shared responsibility with peers.

360 Leadership

Everyone leads within this organization and leadership is not contingent on the job title. This person will need to lead peers and other leaders through the evolution of projects with authority and confidence.

As a part of leading, this person will also be expected to influence, provide feedback, and hold others accountable.

Happy and Healthy People

As an initiative and project focused team, we can find ourselves with full calendars, long to-do lists, and working through speed bumps on a day-to-day basis.

We believe that we can weather these circumstances by implementing happy and healthy practices into our lives. Thoughtful and intentional support through team meetings, regular 1 : 1’s and in team practices are important in cross-functional work with teams both local and remote.

Happy and healthy people drive company culture and, therefore, create a more positive customer experience.

Leadership Competencies / Expectations :

While this position is not a hierarchical leadership role, as an organization, we expect all individuals to demonstrate leadership in self, in others regardless of title, and in the business.

Develops Talent

This person should model a strong growth mindset that allows them to see the potential and opportunities in others for growth.

Operationally, this person is expected to reveal gaps in training, resources, or support in an effort to fill those to further develop the team.

This person should have a desire to effectively enable others.

Communicates Effectively

By supporting the internal team documentation and communication processes, this person must have the skills to communicate effectively.

This person exercises self-discipline and an awareness of how stakeholders and peers receiving the message will interpret it.

Effective communication will be demonstrated through clear and precise documentation of team best practices, whether updating established standard operating procedures or supporting the development of new processes and quick reference guides.

Additional documentation and communication opportunities include a functional knowledge of G-Suite and leveraging the tools and practices therein.

Travel Required : NO, but may be offered occasionally as optional opportunities

Physical Demands : This is a largely sedentary role. Some light lifting may be required. This position would require the ability to lift files, bend, and sit or stand for long periods during training as necessary.

Position Type and Expected Hours of Work : Salary, Full Time

Global Payments Inc. is an equal opportunity employer.

Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law.

Those applicants requiring reasonable accommodation to the application and / or interview process should notify a representative of the Human Resources Department.

Last updated : 2024-02-23