Manager, Payment Solutions

At the time of application, applicants must have the legal right to work in the United Kingdom. Unfortunately, this role is not eligible for visa sponsorship or relocation assistance.

The Manager Payments - EMEA is a fixed-term role which will report to the Director Payment Solutions - EMEA. This is an important support role on the EMEA Finance Operations team providing resolutions, implementation and responsibility to all properties that have the payment brand standard implemented. Furthermore, the position is responsible identify resolutions for issues, monitor the accountability of the support teams for problem resolution and owns the process for product updates which includes the management of the day-to-day partner relationships, reporting and product management.
Planning, organizing and tracking are very important attributes for this role, along with strong interpersonal skills and the ability to work well under pressure across various systems and platforms. Working well as part of a team will be an essential element of the role. The majority of the work will be in the finance discipline and candidate must be familiar with all on property finance processes as well as a thorough understanding of Opera PMS and POS. The candidate must be able to communicate effectively with the Hotels, above property teams, shared service centers, suppliers and manage/direct associates from a wide array of countries, cultures and people going through a high amount of change.
Role is expected to work professionally on a day to day basis with limited supervision after appropriate training given. This also includes understanding Marriott's needs globally, Marriott's upcoming initiatives (D+TT) and how payments intersects, payment compliance, local data governance, identifying global partners to assist Marriott in evolving the desired capabilities, exploration of the solutions available and how they can/will interact with Marriott systems & processes. The Manager Payment Solutions - EMEA will support, guide and provide solutions along the Director focusing on partnership development, contract and pricing negotiation, providing a payment roadmap, development of the business case and requirements, providing input on solution design to ensure it meets the business requirements,. The position has full responsibility for the sequencing of the development components, development of roll-out strategy, documentation of brand standards revisions. Furthermore owns the organizational alignment and communication throughout this process and across all stakeholders.
The role is the full support for all hotels under the payment brand standard in various different locations, providing solutions of various different issues and liaising directly with Owners and Senior IT teams across both Managed & Franchised hotels.

Location requirements: EMEA position is to be remote with a preference for proximity to our London.
Language Requirements: High proficiency (speaking, reading and writing) in English is required. Additional language skills preferred.
Travel Requirements: There is expected to be a small component of business travel (less than 5% business travel required.)

The Manager Payment Solutions - EMEA is responsible for providing resolutions, implementation and full responsibility for all the hotels in EMEA, both Managed and Franchised, which have implemented the global payment brand standard.

• Card Brand & Local Governance Compliance Alignment - Research, summarization, business case, requirements, tracking, coordination, and relations development and management
• Standardized Payment Partnerships (gateways, acquirers and alternative payment relationships) - Selection, relationship development, contract negotiations, billings, ongoing relationship management and liaison into the Marriott organization
• Education (development, documentation) - SOPs, best practices, changes & impacts, updates... internal (HQ/Continents) & external (property) webinars, property communication, MGS Payment content and updates
• New payment solution exploration, business requirements, business case, organizational alignment & solution validation
• Problem resolution - Identify issues and resolve payment related issues and escalations (includes incoming AVP/AE and property emails, partner solution or processing challenges, etc. )
• Payment reporting, trending & analysis- DCC, Chargebacks, Service Levels, Interchange, volumes etc and sharing / presenting this information with relevant internal stakeholders and show options for improvements
• Product management - Solution updates (software, hardware or new development), prioritization, timing, testing,\; end of service & replacements (UPP/RAM, Device types), DCC results, CUP acceptance
• Support, Providing proactive oversight throughout the year for Support and SLAs, including follow ups and troubleshooting issues arising.

• Directly support the EMEA finance operations team (Area DOFs) and Project teams
• Support Hotel teams on major business issues and initiatives
• Strengthen owner relationships through clear lines of communication and high levels of responsiveness to issues, needs, and requests
• Resolve issues before they rise to the escalated level
• Use "leading" performance indicators to proactively intervene before emerging issues become significant risks
• Partner with Finance, Sales, Legal, Development, Brand and Market organizations to ensure that initiatives and programs are well communicated with external stakeholders; timely address and resolve any issues resulting from those programs.
• Ensure appropriate functional counterparts are engaged in issues and understand the perspective of the owner community.
• Building a Successful Team - Uses an effective interpersonal style to build a cohesive team; inspires and sustains team cohesion and engagement by focusing the team on its mission and importance to the organization.
• Strategy Execution -Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes.
• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others towards the accomplishment of goals; proactively takes action and goes beyond what is required.

• Manage interactions with key stakeholder teams (mostly Finance and property leaders) to facilitate resolution to obstacles
• Represent the voice of Finance ops within Europe and related disciplines
• Help to reinforce MI and Owners perspective within internal forums by demonstrating strong business and financial acumen with general understanding of situational economics, legal, and agreements
• Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company's service standards.
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
• Strategic Partnerships - Develops collaborative relationships with fellow employees and business partners by making them feel valued, appreciated, and included; explores partnership opportunities with other people in and outside the organization; influences and leverages corporate and continental shared services and/or discipline leaders (e.g., HR, Sales & Marketing, Finance, Revenue Management) to achieve objectives; maintains effective external relations with government, business and industry in respective countries; performs effectively as a liaison between locations, disciplines, and corporate to ensure needed resources are received and corporate strategies are understood and executed.

• Perform other duties as needed.

• Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
• Leading through Vision and Values - Keeps the organization's vision and values at the forefront of decision making and action.
• Managing Change - Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges.
• Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
• Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes.

• Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
• Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
• Continuous Learning - Actively identifies new areas for learning; regularly creates and takes advantage of learning opportunities; uses newly gained knowledge and skill on the job and learns through their application.
• Strategy Knowledge - Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage business operations and generate innovative solutions to approach function-specific strategic work challenges.
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
• Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
• Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.
• Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.
• Reading Comprehension - Understands written sentences and paragraphs in work related documents.
• Writing - Communicates effectively in writing as appropriate for the needs of the audience.