Senior Manager, Digital Payment

Role Purpose

Manage digital payment initiatives and drive measurable contribution to increase digital payment share on direct channels. This role will be the subject matter expert working with business and stakeholders relating to digital payment solution focusing on hotel operations and online customer experience. 

Key Accountabilities

•   Develop digital payment strategy and roadmap to drive up digital payment penetration. Seek growth opportunities and ways to improve direct channel payment conversion rate.
•   Lead the design, launch and implementation of large-scale online payment services and products on direct channels and IHG hotels, work closely with internal and external teams to deliver quality services to guests and hotel users
•   Build and enhance digital payment SOPs for cross-functional stakeholders and hotel staff, ensuring quality, efficiency, and customer service standards are met
•   Build up and maintain the digital payment knowledge center on IHG Pedia and ensure all operational guides are up to date
•   Manage payment vendor relationships and negotiations with payment technology partners
•   Analyze digital payment operations data on a regular basis to identify opportunities for digital payment acceptance growth and efficient operations. Maintain digital payment dashboard and communicate the key findings and to cross-functional teams
•   Research non-routine complex digital payment problems from both hotel and customer perspectives, and make recommendations for improvement to internal and external stakeholders
•   Ensure compliance of digital payment features with relevant laws and regulations
 

Key Skills & Experiences

Education – Bachelor's or Master’s degree in Business, Financial Services, Management, or an equivalent combination of education and work related experience
Experience – 3 to 5 years’ progressive experience with demonstrated proficiency in digital project management, payment services, financial services or related industry

Required Skills – 
•   Demonstrated experience in project management for large scale digital project, especially from O2O business scenarios covers wide range of stores
•   Demonstrated analytical skills and ability to use the results of analysis to make effective recommendation to solve problems
•   Demonstrated knowledge of software such as Excel and PowerPoint to analyze data and consolidate for presentation review
•   Demonstrated knowledge of payment operations, rules, regulations, and fee structures
•   Strong experience in managing all business operations related to providing digital payment solutions
•   Strong experience in understanding the customer needs when it comes to digital payment solutions and scoping them in an efficient manner
•   Familiar with local payment methods and FinTech industry, keen interest in the latest trends, emerging technologies, new products, and business models of payment business
•   A sense of urgency, pragmatism, and a solution-oriented approach to problem-solving