Delivery Analyst, Global Operations Associate I

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:

o   Leads training to Outsourcing Partner (initial and ongoing)

o   Develop and execute data analysis to ensure objectives are met

o   Conduct quality assurance checks

o   Implement and monitor checks to assess performance, reliability and quality of services provided

o   Identify and work to resolve program gaps, defects, and improvements

o   Investigate support complaints and product issues

o   Monitor quality of Outsourcing Partner to ensure adherence to KPIs and TreviPay expectations

o   Daily point of contact for Outsourcing Partner questions and escalations

o   Develop, maintain, and communicate procedures, standards and documentation to Outsourcing Partner (SOP, procedures manual, process/system changes)

o   Provide recommendations for procedural improvements

o   Form positive and productive relationship with Outsourcing Partner

o   Collaborate with Outsourcing Partner and key TreviPay stakeholders to gain efficiencies and meet SLAs and quality standards

o   Assess, analyze and report on potential risks with Outsourcing Partner to TreviPay management

o   Execute initiatives to meet organizational goals

o   Develop and refine the scope of the program in response to evolving organizational and community context

o   Develop long-term relationships with Outsourcing Partner and key TreviPay business stakeholders to promote and support the program with internal stakeholders and Outsourcing Partner

o   Conduct audits of Outsourcing Partner

o   May travel to work on-site with programs

o   Special projects as assigned

Ideal Candidate Qualifications:

o   Deep knowledge of CaaS product and operations

o   Exceptional customer service skills with proven customer relations experience

o   Strong verbal and written communication skills are required

o   Proven ability to develop processes and documentation

o   Excellent quantitative and qualitative analytics as well as analytical creativity

o   Excellent trainer

o   Strong ability to multi-task, manage time, and prioritize tasks

o   Detail oriented and task driven with a strong work ethic able to work in a fast-paced environment

o   Able to contribute on an individual basis and as part of a team

o   Ability to travel (if necessary)

o   Flexibility 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

At TreviPay we believe:

·       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

TreviPay is an Equal Opportunity and Affirmative Action Employer.  We welcome all veterans and disabled applicants.

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.