CURRENT VACANCIES

Reports To: Development Manager
Direct Reports: None

PRIMARY FUNCTIONS
The ServiceNow Developer will be a development resource on an existing ServiceNow implementation and development team. The successful candidate in this position will be an experienced ServiceNow developer with broad and deep understanding of the product.
 

KEY ACCOUNTABILITIES
• Develop and configure ServiceNow in JavaScript, HTML, ServiceNow Script Editor, Angular JS and Angular.
• Design, develop and deliver Procurement and Product Catalog including items that are to be provisioned via approval and automation workflows.
• Development of Service Portal, PPM, Custom Applications, CSM, ITSM and Asset Management requirements.
• Configure integration of ServiceNow with other applications and technologies, including Identity Management and Bespoke Internally developed applications and API’s.
• Work within the agile development methodology, participating in all Scrum events.
• Adhere to all Client policies and guidelines including information security.
• Required to participate in security vetting procedures prior to engagement.
 

ACCOUNTABILITY
• Prioritise and manage own workload.
• Coaching and mentoring a team of developers to achieve the successful development and implementation of end-to-end ServiceNow solutions.
• Proactively engage with users and business stakeholders to define/refine business requirements.
 

COMPANY CORE VALUES
• Excellence – Ensure best practice is applied to all development
• Integrity – Ensures that the integrity of our processes and systems are adhered to.
• Responsibility – Ability to work autonomously and ensure Manager and all development team members are mentored and engaged.
• Unity – Encourages fellow team members to make innovative contributions and embrace new ideas.
• Creativity – Apply experience in IT Development to create high impact solutions that drive innovation and maintain competitive advantage.
• Empowerment – Ability to prioritize and manage own workload
 

COMPLIANCE
• All internal Company policies
• Bank policies (where applicable)
• Change Management Policy
• Release Management Policy
• Quality Manual

PERSON SPECIFICATION
 

1. EXPERIENCE
Essential
• Minimum 3 years of demonstrated ServiceNow administration, design and development experience with an in-depth knowledge and understanding of ServiceNow platform and modules.
• Demonstrated detailed knowledge and experience of ServiceNow at an architectural level.
• Development experience in JavaScript, HTML, CSS / SCSS.
• Demonstrated ServiceNow administration and support functions – upgrades, patching, plugins, feature enhancements.
Desired
• Experience in coaching and mentoring a team of developers to achieve the successful development and implementation of end-to-end ServiceNow solution.
• Experience working with automated test framework.
• Experience working within an agile delivery environment (Scrum).
• Experience working with senior management as stakeholders.

2. EDUCATION
Essential
• Bachelor of Computer Science Strongly Preferred in a technical discipline.
Desired
• Certified ServiceNow Administrator and/or Certified Implementation Specialist is highly desirable.
 

3. SKILLS / ABILITIES / KNOWLEDGE
Essential
• Excellent communication and interpersonal skills with demonstrated ability to deal professionally, respectfully, and effectively with various stakeholders (both internally and externally) at all organisational levels.
Desired
• UI / UX Design skills.

Reports To: Team Leader/Operations Manager, ANZ Solutions Group
Direct Reports: None

PRIMARY FUNCTIONS

• Responsible for the management and customer care across varied customer accounts within the ANZ Solutions Group space.
• Specific focus on the lease origination function including settlement, funding and initial invoice preparation.
• Key support contact for all equipment suppliers and our external funding partners.

KEY ACCOUNTABILITIES
Customer Service

• Ownership of our customers ensuring the provision of timely and value add services while supporting our internal stakeholders in regard to all aspects of the deal origination process.
• Build and maintain relationships with a pool of key accounts within the relevant ANZ Solutions Group team together with the equigroup Business Development team to strive for optimum customer experience and overall profitability targets.
• Provide support as main contact for our key supplier and partners for all operational matters regarding deal origination. In regard to direct customer engagement this will be in coordination with the Portfolio Specialist especially in regard to issues or escalations.
• Adhere to customer satisfaction standards in terms of query response times and resolution management.
• Partner with the Senior Delivery Specialists in terms of process improvements, customer satisfaction feedback and projects.

Analysis and Reporting

• Provide assistance to Team Leader/Operations Manager and Finance Teams for relevant reporting and periodic close requirements.
• Partner reporting summaries as requested or mandated for new originations.
• Identification of process improvement opportunities and assistance with implementation at front end.
• Support the Head of Internal Sales & Delivery ANZ in overall portfolio activity reporting and any other ad-hoc requests when required.

Additional responsibilities

• To carry out general administrative duties that support the ANZ Solutions Group.
• To carry out other duties when required to support the ANZ Solutions Group and/or regional team.
• To proactively seek self-development through regular 1:1 meeting, performance reviews and career development offerings.
• Provide assistance and support as a subject matter expert (SME) for on-going process improvement, customer, IT and business-related projects.
• Any other duties and/or projects as required.

KEY PROCESSES

• Respond to and input new settlement requests.
• Ensure accurate data entry from supplier invoices and statements leveraging internal systems.
• Creation of customer settlement packs for issue to both internal and external customers.
• Complete funding partner compliance requests including general authorities, credit requirements, legal documentation, etc.
• Track and follow up with customer in terms of lease agreement execution.
• Liaise on a regular basis with our external funding partners (Bank) in terms of final deal execution and payment to our suppliers.
• Main point of contact for supplier queries relating to current, new or completed settlements.
• Regular engagement via documented meetings with Business Development to provide input and feedback on customer issues, behaviours, and new business opportunities.
• Assistance with End of Lease queries, working alongside the Portfolio Team as required
• Assistance with Invoicing and Cash queries, working alongside the Cash Operations and Reconciliation team as required.

EMPOWERMENT

• Answer all technical / process related questions.
• Investigate, discuss, and challenge current processes, and implement agreed changes.
• Manage profitability per customer as outlined within delegated authority.

PERFORMANCE MEASURES

• Productivity:
  • Data Accuracy and secondary peer checking
  • Error rate and quality metrics (count of rework and rejections from partner)
  • Document turnaround time and expiries
  • Volume based metrics (dollar value and number of new lease schedules managed) regarding all lease originations
• Customer outcomes:
  • Response times for query management queues within set SLA (end-customer and partner)
  • Supplier resolution and dispute management
  • Customer satisfaction metrics including feedback, surveys and informal response
• Innovation:
  • Challenge processes and continue to drive a proactive solutions focus

KEY RELATIONSHIPS

• Key Accounts/High Care Customers
• Team Leader/Operations Manager
• Business Development
• Finance
• Commercial team 
• Contract Management
• IT

COMPLIANCE

• All internal Company policies
• Bank policies (where applicable)
• Quality Manual
• Clear demonstration of equigroup’s core values in all aspects of professional conduct.
  • Responsibility
  • Integrity
  • Unity
  • Creativity
  • Empowerment
  • Excellence

PERSON SPECIFICATION
EXPERIENCE
Essential

• Minimum 3-5 years’ experience in a finance, banking, services or commercial orientated role.
• Experience with workflow queues, customer management, CRM.
• Customer service orientated – preferably with a high-volume transactional business.

Desired

• Experience with asset management within the finance/leasing industry.
• Experience in processing financial transactions.
• Solid understanding of Information Technology.

EDUCATION
Essential

• Tertiary qualification in a related discipline, eg. Business, Finance, Commerce.

Desired

• Finance/industry related professional development studies.

SKILLS / ABILITIES / KNOWLEDGE
Essential
Strong attention to detail
Excellent MS Office skills (specifically Word and Excel)
Excellent planning and organising skills
Excellent communication skills (both written and oral)
Customer focused and task oriented
Team player who displays tenacity, initiative and innovation

Reports To: Head of Internal Sales & Delivery, ANZ
Direct Reports: Delivery Specialists, Internal Sales Representatives

PRIMARY FUNCTIONS
Responsible for the day-to-day queue management and task coordination of the ANZ Customer Delivery & Internal Sales Team, with a primary responsibility of ensuring the accurate and timely processing of settlements, as well as the effective tracking and allocation of all settlement-related or customer-service activities.

To provide agents with overarching leadership and management of all tasks that contribute to or make up the end-to-end settlement process from supplier/client engagement through to funding. Lead communication and relationships with all required internal and external stakeholders, with particular focus on lender operational teams.

Provide assistance to the Head of Internal Sales & Delivery – as well as other Operational Managers, as required - in the design and implementation of effective workflows to highlight both exceptions and ongoing performance levels of delivery agents. This includes, but is not limited to, customer-feedback, query management, partner reporting and account & lead management in internal CRM systems.

KEY ACCOUNTABILITIES
Delivery

• Daily management and coordination of PartnerAdvantage workflow across all Delivery Specialists, including workflow tracking and escalation review with senior manager.
• Review and approval of flow business deal processing – within assigned delegation – and coordination of any non-standard processes across the delivery team and external parties, i.e. Asset Finance Operations
• Working alongside operational manages for the production/communication of regular partner reporting, including coordination and publishing of all commentary and root causes
• Relationship owner for partner operational teams
• Assistance with data entry and deal processing (settlement processing) where required
• Conduct regular 1:1s, performance conversations with all Delivery specialists.

Internal Sales

• Manage the timely and accurate completion of CHG customer deals by Internal Sales, in coordination with other key internal stakeholder teams.
• Actively engage with CHG Sales and Services Team in all pre-sales activity related to customer and supplier onboarding
• Represent the CHG ANZ Internal Sales team in all Global Head Office activities as required.
• Regularly liaise with Head of Internal Sales International on operational issues related to internal sales.
• Conduct regular 1:1s, performance conversations with all Internal Sales agents.

Customer Service

• Lead in all customer service and customer request tracking, including measurement of customer feedback levels and implementation of customer-service measurements
• Oversight of FrontApp email application to ensure timely responses to customers.
• Build and maintain relationships with a pool of key accounts with all Business Development Managers across EQG and CHG channels for optimum customer experience.
• Continual engagement with all operational managers – including portfolio - on all feedback and complaints, including recommendation on processes to improve and/or change

Sales & Business Development

• Key liaisons point for Sales and Business Development Managers for the assignment of deals and escalations where required; this includes active engagement with all stakeholders where there are delays with expected volume
• Daily tracking and communication point at month and quarter-end to all business leaders as required.
• Key operational representative as an “Account Manager” in customer meetings, as and when required by the sales team.

Additional responsibilities

• To carry out general administrative duties
• To lead and assist with process improvement initiatives
• To carry out other duties when required to support the Customer Solutions Senior Manager and support effective reporting of the team performance back to the business.
• To be the key liaison point between Business Development and Operations where required, including customer-meetings as an operational representative
• Any other duties and/or projects as required

KEY PROCESSES
Query Management

• Customer Solutions Inbox management (FrontApp oversite and management)
• VIC School Customer Service coordination and Assignment of workload and deal requests to appropriate delivery specialists according to workloads and number of requests.
• PA Account Management and status updates
• iClass Account Management
• Track and follow up with customer in terms of lease agreement execution, and with all internal and external stakeholders for deadlines.

Settlements

• Ensure accurate data entry from supplier invoices and statements leveraging internal PA systems
• Creation of accurate and timely customer settlement packs
• Complete funding partner compliance requests including general authorities, credit requirements, legal documentation etc
• Liaise on a regular basis with our external funding partners in terms of final deal execution and payment to our suppliers
• Regular engagement via documented meetings with Business Development to provide input and feedback on customer issues, behaviors, new business opportunities.

Analysis & Reporting

• Identification – and implementation where possible – of process improvement opportunities
• Support to Head of Internal Sales & Delivery in overall activity reporting and any other ad-hoc requests when required.

EMPOWERMENT

• Ownership of workflow assignment for all settlement-related activities.
• Ownership of query management across the ANZ Delivery and Internal Sales.
• Review of all lead and account set up processes, including recommendations for change,
• Answer all technical / process related questions related to settlement and funding activities.
• Investigate, discuss, and challenge current processes, and implement agreed changes
• Manage profitability per customer as outlined within delegated authority.
• Manage relationships with key operational stakeholders.

PERFORMANCE MEASURES

• Productivity
  • Overall Delivery Team Data Accuracy and Turnaround Times
  • Overall Delivery Team Error rate and quality metrics
  • Document turnaround time and expiries.
  • Volume based metrics (Dollar value and number of new lease schedules managed) regarding all lease originations.
  • Process improvement initiatives.
• Customer outcomes
• Response times for query management queues within set SLA (end-customer & partner)
• Customer Feedback and Complaints (including implementation of escalation and reporting)
• Customer satisfaction metrics including feedback, surveys and informal response

KEY RELATIONSHIPS

• Key Accounts (suppliers and customers)
• Sales & Business Development
• Customer Service (including portfolio and internal sales, where applicable)
• Finance & Cash Operations
• External Funders

COMPLIANCE

• All internal Company policies
• Internal Funding and Treasury policies (CHG)
• Bank policies (where applicable)
• Quality Manual

PERSON SPECIFICATION

EXPERIENCE

Essential

• Minimum 3-5 years’ experience in a finance, banking, services or commercial orientated role 
• Experience with workflow queues, customer management, CRM
• Customer service orientated – preferably with a high-volume transactional business

Desired

• Experience with asset management within the finance/leasing industry
• Experience in processing financial transactions
• Solid understanding of Information Technology

EDUCATION
Essential

• Tertiary qualification in a related discipline, eg. Business, Finance, Commerce.

Desired

• Finance/industry related professional development studies.

SKILLS / ABILITIES / KNOWLEDGE
Essential

• Strong attention to detail
• Excellent multitasker, able to work across platforms
• Excellent MS Office skills (specifically Word and Excel)
• Excellent planning and organizing skills
• Excellent communication skills (both written and oral)
• Customer focused and task oriented
• Team player who displays tenacity, initiative and innovation

Reports To: Vice President Sales, ANZ

Direct Reports: None

PRIMARY FUNCTIONS

• Establishing a long-term customer and partner portfolio for CHG-MERIDIAN's target customers in the sales region assigned to the KAM. This includes, in particular:
  • Effectively positioning CHG-MERIDIAN in the market as a full-service leasing provider 
  • Expanding market share and the customer portfolio
     
• Maintaining a balance between customer satisfaction, long-term customer relationships, and rate-of-return targets. 
• As part of the objectives mentioned above, the KAM must implement the short, medium, and long-term objectives defined by the management (Board of Management, SD (E)VPS, RMS). 
• As a sales employee, the KAM is the direct point of contact for customers and he/she represents and positions CHG-MERIDIAN and its values, products, and services in the market. 
• Acquiring new customers, establishing and expanding the customer base, and focusing on target customers in line with customer segmentation i.e. key accounts and classic accounts (potential customers). 
• Signing up new partners, establishing and expanding the partner structures in collaboration with regional service management, and maintaining partner relationships in order to foster long-term alliances.
• Making a profitable contribution to the development and success of the company through new and existing customers. 
• Deals negotiated should involve the largest possible volume of lease originations and CHG- MERIDIAN's rate-of-return targets must be met as a minimum.
   

KEY ACCOUNTABILITIES

• Establishing and further expanding methods and expertise in sales, aftersales, and finance strategies.
• Coaching and/or mentoring junior colleagues and passing on sales experience and methodological skills.
• Closing financially beneficial deals that contribute to a balanced customer portfolio. 
• Monitoring the market environment in a structured manner and systematically building up networks and knowledge of the market.
• Identifying potential for business and comprehensively developing the target market in accordance with the company's strategy. 
• Using the company's sales methods to develop existing customers (such as ADP) and winning new ones.
• Acquiring detailed knowledge of all CHG-MERIDIAN products and services, and of the structure and remit of each department. 
• Being responsible for formulating customer-specific solutions and customized business concepts.
• Generating individual offers and costings that take the policy, tool, and workflow specifications into account.
• Maintaining all information and documentation relating to the customer and the deal in CHG MERIDIAN's internal document management system (DMS). This includes projects, quotations and contracts, feedback on customer meetings, and written correspondence with customers and/or partners.
• Meeting individual targets.

KEY RELATIONSHIPS

• Finance
• Operations