GLOBALCOLLECT’S NEW CENTERFOLDS DEEPER INSIGHTS WITH FRACTALS LATAM TEAM CAUGHT IN A WEB RELEASE 7.5 & 7.5.2 UNLEASHED
GlobalCollect eMagazine / Issue 4
2 WELCOME WORD
WELCOME WORD Operations Update What does Operations normally do in a payment environment?
At GlobalCollect within the whole operations group we currently manage the following functions.
The role of Operations, while working with the Technology group, normally is monitoring and processing of any and all data within a companyâ€™s infrastructure. This can range from the management of the authorization logs, the onwards sending of settlement files, reconciling the transactions for merchant payment, paying the merchant their funds, sending them details of these transactions, sending out invoices for fee collections, responding to merchant issues, and also working with merchants on their chargebacks.
1 Merchant Accounting: where we manage the receipt of funds from 3rd parties, reconcile the funds and paying our merchants daily in numerous merchants; 2 Merchant Implementation: is the team that integrates the merchants to process all their payment types with GlobalCollect systems and the boarding of our merchants with the various payment providers; 3 Disputes management and processing: is where we reconcile the consumer chargebacks debited to GlobalCollect and passing it on. We also work with our merchants in defending these chargebacks; 4 The Authorization team who authorize the numerous funds sent out every day; 5 Merchant Services is the merchant facing team that works on all operations issues with our merchants; 6 User Acceptance Testing (UAT) who test all the new code from a business user point of view that we implement around the year. The employees in these teams work closely with all departments and regions within GlobalCollect and do a great job every day. Kesh Talwar Chief Operating Officer
PRODUCT/ANNOUNCEMENT SPOTLIGHT 3
Fractals With Fractals the first major deliverable of Project Excellence went into production on November 20. Fractals, provided by Alaric, is an in-house Fraud Detection and Prevention Framework. With Fractals, our Credit and Risk team has flexible fraud detection rules and case management that we configure related specifically to GlobalCollect’s transactions, geography and merchant profiles without needing to rely on external agents. The deployment of Fractals will be in two phases:
CONTENT Welcome Word
News & Updates
Human Resources Announcements
In The Spotlight
Phase 1 – Enterprise Risk Management Fractals will score all transactions and apply the results to our merchant profiles, allowing us to identify changing merchant risk profiles as they occur – and to protect ourselves accordingly. So for example, if a merchant is headed toward bankruptcy, we’ll be able to protect ourselves before the event. Phase 2 – Merchant Risk Management Next to our current merchant risk management products and services we’ll provide our merchants with access to individual partitions in our fraud detection engine for their transactions, enabling them to protect themselves. We’ll also develop additional external data sources that we will offer to merchants as a value-added service for which we’ll charge a fee.
4 PROJECT UPDATES
OBJECTIVE: Project Excellence is designed to transform GlobalCollect, by delivering best-of-class software pac kages in place of the current conglomeration of databases and lightwe ight applications that have evolved over the past 17 years as well as adding new capabilities. The result will deliver new enterprise frau d protection; faster boarding of new merchants and new products; flexible , efficient invoicing; a platform on which GlobalCollect becomes an Acq uirer; efficient management of our global bank accounts; and industry-le ading analytics for merchants delivered through a new portal.
The Fraud project will install Fractals software, provided by Alaric, as an in-house Fraud Detection and Prevention Framework. With Fractals, our Credit and Risk team has flexible fraud detection rules and case management that we configure related specifically to GlobalCollect’s transactions, geography and merchant profiles without needing to rely on external agents. This workstream is separated in two major parts: • Phase 1 – Enterprise Risk Management • Phase 2 – Merchant Risk Management Sponsor: Stephen Buechner, CRO; Product Owner, tbd Delivery Dates: phase 1 on Nov 19, 2012; phase 2 in Mar, 2013
Business Intelligence (BI)
The BI project replicates data from our existing databases into a single warehouse which from which we develop a service of enhanced reporting and business analytics to our clients, while dramatically enhancing internal financial analysis and reporting. BI will deliver dashboards that graphically show merchants how their businesses are performing, and we will develop tiered levels of analytical data available as value-added service for which we’ll charge a fee. Sponsor: Tom Staudt, CEO; Product Owner, Hugo Bottelier Delivery Dates: first reporting file in mid-Nov, 2012; dashboard pilot in Feb, 2013
The Back Office project will replace the existing collection of back office applications and databases with a single, unified application (RS2’s BankWORKS) and a single database for processing transactions through to settlement and remittance. It calculates fees for all transactions, applies FX, and posts entries to sub-ledgers throughout the process from authorization through remittance. The result will be faster boarding of merchants, acquirers, and new products; seamless production of invoices; and a solid platform for growth. Sponsor: Kesh Talwar, COO; Product Owner, Daniel Belda Delivery Dates: migration of clusters of merchants and products Mar – Sep, 2013
PROJECT UPDATES 5
PROJECT UPDATES The latest status & news BankWORKS Acquiring
In parallel with the work to replace the existing back office applications, we are becoming and Acquirer, using another instance of RS2â€™s BankWORKS application. For speed to market, this acquiring instance is being built in a hosted data center and managed for us by RS2. This provides us additional revenue and, because RS2 is based on configuration tables, a relatively fast route to expand that role. Sponsor: Kesh Talwar, COO; Product Owner, Daniel Belda Delivery Dates: Diners for ANA in Jan, 2013; China Union Pay and Sadaad will be added later in 2013.
Boarding and MasterFile
This workstream entails faster boarding of merchants through connection of systems and improved usability for teams involved in the boarding process. The masterfile will tie in to all payment types and allows for faster setup and time to market. Sponsor: Kesh Talwar, COO; Product Owner, Ron de Bos
Enterprise Architecture Interface (EAI)
To enable BankWORKS to replace the existing back office without affecting merchantsâ€™ transactions, we will develop an application to enable those transactions to run in parallel in both the existing back office and BankWORKS. The EAI will transform data from all incoming sources (merchant transactions, acquirer settlement files, and bank statements) into the formats needed by the existing back office, by BankWORKS, and by CODA (our accounting system). For data sent to merchants and acquirers, it will transform data into the formats they need. Sponsor: Kesh Talwar, COO; Product Owner, tbd Delivery Dates: coordinated with Back Office Mar -- Sep, 2013
SWIFT and Operational Accounting
The SWIFT project aims to standardize all banking interfaces to allow for future scalability, reduction in back office development and operating resources. Ensuring the company can focus on future growth. The Operational Accounting initiative will incorporate industry standard solutions to our operational reconciliation, treasury and cash management processes. Sponsor: Huib Dekker, CFO; Product Owner, Michael Roos Delivery Dates: ABN-AMRO in Jan, 2013; then ongoing through mid-Nov, 2013
The Merchant Portal will be the entry point for merchants to a variety of existing and to be deployed (internal and external) systems. As such for our merchants it will be the THE most used touch point with GlobalCollect. The Merchant Portal will be both a self-service portal and a push mechanism for GlobalCollect information to merchants. Sponsor: Tom Staudt, CEO; Product Owner, John Snoek Delivery Dates: Feb, 2013 with launch of BI dashboards; then ongoing through 2013 to add more modules
6 PROJECT UPDATES
The Release October has been a very busy month in IT. The teams have been working flat out and will be through mid-November. Many thanks to all the people who have been working extra long hours and weekends. Specifically we have been working very hard on the implementation of the 7.5 and 7.5.2 Releases as a clear priority for the business as a whole. There is a lot of functionality being implemented through these releases which will need to be implemented and fixed before the Freeze period. We also implemented two key patches on the Production Database that prevent the recurrence of the known issues concerning technical problems. These 2 issues have been responsible for the recurring outages we have experienced this year but have now been diagnosed and patches delivered by Oracle and HP. More importantly we upgraded the production databases to Oracle Version 11g which provide not only ongoing supportability from Oracle, but considerably improved performance and Capacity coming into the Freeze and high volume period. We have seen efficiency improvements of 50%, double what was expected. The team has selected a new tool for the Service Desk and other internal processes which will provide considerable business benefit in tracking and following through incidents and requests and will result in the timely demise of Mantis. No tears please.
This tool is being configured for us to our requirements and will be released to us in December for general release in January. We are also working on a number of Infrastructure projects to improve flexibility, performance and capacity. The new monitoring Framework is nearing the final stages as is a new Scheduling tool that can ensure that each step is triggered when required, based on dependencies or specific times. Jonathan is presenting these to different teams over this month and next to explain the timeframes and benefits as we continue to improve our overall environments and tooling. We have also been focusing on the 2013 Roadmap. This will include Key new channels for Apac, Latam and even Russia. GCAB told us that our focus on BI is spot on but we also need to develop product on the Mobile space. We are also trying to get a forward view on the new Compliance projects coming through for 2013 and the program of delivery for Project Excellence to develop a single view. For 2013 we want to ensure delivery across GC for the whole Roadmap. To ensure this program is delivered we will also be performing team level resource planning and allocating resources across all teams to Projects. Despite so much change the overall uptime was improved on October to over 99.96%. Again, many thanks to everyone across GC who has helped support the Releases with a special mention to the UAT team. Peter Knight CTO
NEWS & UPDATES 7
NEWS & UPDATES What’s been going on at GlobalCollect! GlobalCollect APAC
11 November 2012 - Happy Single’s Day! Quirky Holiday? Single’s day, or 光棍节 Guanggun Jie, which literally translates as “bare sticks festival,” falls on every November 11th and is celebrated only in China. It is a festival exclusively for singles.
Origin of Single’s Day. It was first celebrated at universities in Nanjing in the 1990s. Singles would celebrate the day with a breakfast of four deep-fried twisted dough sticks ( 油条 yóutiáo), and either an egg or baozi (包子), steamed buns stuffed with meat and vegetables. The four youtiao represent the four ones in the date, and the round egg or baozi represent a period (Fig. 1).
Fun Things Singles Do on Nov 11 Eleven guys wrapped in quilts ride the No 1 metro line in Shanghai on Nov 11. They are wearing signboards with their contact information and their desire for a wife (Fig. 2). A man dressed in a jumpsuit displaying the Chinese character guang, meaning single here, poses for photos with passers-by in downtown Chongqing on Tuesday. The self-proclaimed “Guanggun Man” said he has never had a girlfriend and he is trying to collect 1,111 hugs from people on the street (Fig. 3). Students hold up paperboards and fried dough sticks (usually eaten for breakfast) during a bachelor’s party at a college in Yangzhou, East China’s Jiangsu province. The boards are painted
with dough sticks and the date Nov 11 to mark Single’s Day (Fig. 4). A certificate of being single is sold at a store in Beijing. The product was a hot seller leading up to Singles Day (Fig. 5).
Ecommerce Finds New Love on Single’s Day? This unofficial Chinese holiday has in recent years evolved into a “real” one in people’s minds. Instead of having parties many celebrate with an online shopping spree. This quirky occasion is printed in newspapers, mentioned by television programs and radio shows, advocated by millions of websites, and has grown into China’s and possibly the world’s busiest onlineshopping day. On 11 November 2012, China’s online retailers cashed in on Singles’ Day, and quickly became the biggest e-commerce sales day in the world. The biggest online shopping sites in China, Taobao. com and Tmall.com, both of which are owned by the e-commerce giant Alibaba Group Holding Ltd, had 19.1 billion yuan ($3.06 billion) in total transactions on that particular day. That company’s lead was followed by other Chinese e-commerce websites, many of which had also offered discounts to give their sales a boost that day. The flood of promotions has triggered nationwide discussion over the reasons why online shopping dominates Singles’ Day and the challenges B2C merchants face in meeting demand... Parcels pile high on China’s biggest shopping day on Nov 11! See how e-merchants find new love on this quirky holiday in China! Fionn Lai, Commercial Support Manager
8 NEWS & UPDATES
Global Account Management
Hello fellow colleagues and “GlobalCollectians” I am Emilio and I have been with GlobalCollect for 4.5 years; started my exciting career in Implementation and now in Global Account Management. I am from Argentina but my roots are Italian, studied in Germany and have lived in Europe for the last 14 years; bearing one of the unique pedigree of a GlobalCollectian ! It is indeed a privilege to be presenting my role in this newsletter and sharing my experiences and day-to-day challenges. Making a payment online can be a daunting experience. I remembered very clearly when I first bought an airline ticket about 10 years ago... I would like to borrow one scene from Patagonia, Argentina, one of the most common illustration of the challenges and critical drivers in the Payment World. The tip of the Ice berg shows both the early prescriptions and concerns in the Payment, namely Payment Transaction, Payment methods and Security/Fraud . This tip of the iceberg is also probably what most of us are continuously managing on a day-to day basis. However, what lies below is actually a larger and much more crucial, complex or “below the water” critical factors that could potentially be better explored, optimized and capitalized to enhance the Payment Strategy for our merchants. Both Payment practitioner and service providers are making
inroads into a more holistic way of managing Payment by including “Below the water” Data Analysis to address the “holy grail” of Payment Conversion: further enhance Conversion, combat more sophisticated Fraudster and deploying intelligent acquiring routing to improve both conversion and cost management. Today, our set of challenges are that there are too many payment options and there is no “one size fits all” prescription for online payments. Statistically, only 1-4% of all visitors will check out and successfully paid for the merchandise that they are seeking in the first instance. In Europe, despite a relatively more mature Credit Card Payment culture, they are still experiencing various distinct differences in the payment options than just Credit Cards. Yes Cards rule but there is always a place for Alternatives to further enhance our merchant payment conversion. As a GlobalCollect Account Manager, my role is to help our merchants with enhancing their Conversion Rate, deploy better and more sophisticated Data analysis and Fraud control. Lastly, without the customer/merchant, there will be no payment! Hence it is also paramount to always put our “Customer/ Merchant” first. After all, it takes more effort to gain a new customer, so it is even more important for us to retain our existing good clients and needless to say, the more successful our customers are; the more successful we will be. Emilio Rocchi Account Manager
NEWS & UPDATES 9
To PID or Not To PID? Here’s a quote by that well known but uncrowned Prince of Project Managers, Will van den Schudspeer.
“It is not the critic who counts; not the man who points out how the strong man stumbles, or where the doer of deeds could have done them better. The credit belongs to the man who is actually in the arena, whose face is marred by dust and sweat and blood, who strives valiantly; who errs and comes short again and again; because there is not effort without error and shortcomings; but who does actually strive to do the deed; So that his place shall never be with those cold and timid souls who know neither victory nor defeat.” Sound familiar? Remind you of anyone you know? You know, the kind that rushes in where angels fear to tread, who battle every inch of the way every moment of the day to complete their projects, fighting back creeping scope and increasing costs, a task that makes herding cats look like a productive pastime ? Phone tucked under their chin trawling through their inbox, their store of filled Post-It notes and scribbled hand written meeting minutes, searching here… there… everywhere for the proof that the agreed delivery date was absolutely positively definitely 7/9/2012 not 9/7/2012 ? Have you ever overheard the words
“What do you mean you don’t like the layout?” or “Noooo you said 100 users not 1000” or “How can it possibly be over budget? There isn’t one!”
Well the answer to all these project woes is the PID, the Project Initiation Document. With a PID you can rule the project world, well live a happy life and delight your customers. What does a PID do? Project Initiation Document in PRINCE2 (PRojects In a Controlled Environment) is a term describing the document that defines the project. The PID forms the logical document that brings together all of the key information needed to start and run the project on a professional basis. It is communicated to and agreed by all project stakeholders and agreed and signed off by the business sponsors. The project initiation document builds upon the business case. Typically the PID contains • Project goals, a description of the required configuration. • Final scope and scope for each phase. • Timelines and deliverables. • Project Organization. • Business Case. • Constraints. An essential part of formal project methodologies the document is a major milestone in initiating a merchant implementation project. Within GC Implementation Management the production and sign off of the PID is subject to KPIs. It is the document that goes to the Sales Team and Customer for sign- off to authorize the commence of a project. The Project Initiation Document provides a reference point throughout the project for both the customer and the Project Team helping us to deliver on time, with minimum cost the correct products and fulfilling our promises and delighting our customers. Bryan Harries Implementation Manager
10 NEWS & UPDATES
PM! Our role in the release One of the roles of Product Management is to add new payment products and features to our payment portfolio. During the release new payment products and features are being installed on our platform. Although these descriptions, by far, do not contain 100% of the things included in both Product Management’s roles and responsibilities, as well as the content of the release, it sounds like they go hand in hand. Because of this you would expect the role of Product Management in the Release is pretty big, wouldn’t you? Within the GlobalCollect organization there are quite some grey area’s in defining Product Management’s responsibilities. Since Hugo already wrote something about this in the first edition, we are not going into detail on this too much during this article. However, it is important to, once again, stress that Product Management is not a technical team. Typically the team is not involved with the technical development of items included in a release. Whenever PM wants a new payment product or additional feature to be included in the system, it is not just a case of forwarding it to the development team. Before this phase is started PM has to build a business case. During this analysis all aspects of building the product will be reviewed. You can think of aspects such as potential turnover, competitive advantage it will give or high demand from our merchants for the product. If the balance of the analysis turns out to be positive a new project is likely to be initiated.
During the development phase of the project, the project manager and the product manager will have regular contact. In this case the product manager is the main stakeholder of the project and often is the one that updates the sales team on the progress of the project. While the product is being build, the project manager might come across items that have not been specified detailed enough. In this case Product Management team can assist in getting clarity on this or request the supplier to assist. At the moment a project approaches the phase of being released the role of a product manager will get smaller. Ideally all things items that are not clear should have been tackled in an earlier stage. Once a new product has been released and all stakeholders are happy with the outcome of the project, the project can be signed off and declared “sales ready”. Product management will announce the release of the product within the organization and will provide trainings to the sales teams, if needed. As the initiator of most of the product related projects, Product management’s role is most important within the early stages of a release. The more a project progresses the more important the role of other departments are becoming to get a product live. We cannot get any products live without the help and commitment of all the teams that facilitate the release.
Thank you all and keep up the good work! Melvin Schreijer Product Manager Alternative Payments
NEWS & UPDATES 11
Can you handle the truth? Gradually, we have been introducing you to the underlying concepts of the Agile software development approach we use in Software Development, which is sometimes called Scrum. There are five Scrum teams in GlobalCollect Software Development. In the back office, there are three: The Boxers, Team Convex, and The Incredibles. In the front office, there are two: Team One and The Alchemists— This last one is located at the offices of our development partner Cybage, in Pune, India.
Nowhere to hide Every Scrum team holds a daily standup meeting in which all members of the team report on their progress since the previous day and commit to further work.
“ Coming clean about your progress or the impediments you face in your work is a powerful motivator and team builder,” says Annacarla Argenio of Team One.
“ Equally, the product owner has to make sure that the requirements are correct and understood by the Scrum team,” says Prakash Kumar of The Incredibles. If there are dependencies, impediments, or blockages, everyone soon knows about it.
“ There is nothing that can conceal the bad news that you must deliver if your work is not done, if your ability falls short, or if a requirement is incorrect,” says Gerben de la Rambelje of Team Convex.
WE STAND UP EVERY DAY AND FACE THE TRUTH
A Scrum team offers a committed group of colleagues, all working toward the same set of goals, all ready to help if a problem arises.
“ Being open about a problem during the daily standup has much better chance of resulting in a rapid resolution,” says Tom Teeling of The Boxers.
Nothing but the truth The truth is that we all want to be the one you can count on. Being able to tell each other that a task is not complete or that a blockage has occurred makes us closer, smarter, and quicker.
“ With a whole Scrum team of people you trust and respect ready to help you, any setback can be identified and resolved quickly,” says Ajinkya Patil of The Alchemists. The truth turns us into the Scrum teams you can count on. Alice Jane Emanuel Technical Author and Editor
12 NEWS & UPDATES
In much of the US, the fall season ushers in changing leaves, the harvest, thoughts of the broader holiday season, and, of course, Thanksgiving. This holiday, celebrated on the fourth Thursday of November, is a tradition traced to the Pilgrims’ 1621 harvest celebration at Plymouth (now Massachusetts). The three day feast was shared by Pilgrims and Native Americans, and allowed the Pilgrims to give thanks to God for a good harvest, and for guiding them safely to North America. The tradition continued down the years, with Thanksgiving being declared an official US holiday in 1863. Of course, that history is a bit controversial. Some have called Thanksgiving a celebration of conquest. In San Francisco, this anti-Thanksgiving sentiment led to the Occupation of Alcatraz in 1969. The famous prison island was taken over by a group of Native Americans for 19 months! Now, every year on Thanksgiving Day, thousands of Native Americans and supporters travel to Alcatraz Island to honor the struggle and heritage of the indigenous people of the United States. Interestingly, this tradition is named “ Un-Thanksgiving Day,” or sometimes, “The Indigenous Peoples Sunrise Ceremony.”
runners dress in Turkey, Pilgrim or Native American costumes and run across the city. Elsewhere, Americans celebrate the holiday in other ways. Some watch gigantic, inflated cartoon animals and other characters parade down the streets of New York and Detroit (Macy’s day Parade and America’s Thanksgiving Parade); some watch football in a post-turkey haze (the NFL’s Thanksgiving Classic); and some tune in to the American Kennel Club dog show (I personally root for the pugs every year). Thanksgiving weekend is huge for Christmas-themed film releases, so many people go to the theater to see a new movie, though some stay in to listen to William S Burroughs’ “A Thanksgiving Prayer,” or to watch televised classics like “A Charlie Brown Thanksgiving.” If you haven’t seen this one, you are really missing out! Perhaps, though, what is of interest to Global Collecters, is the ritual of post-Thanksgiving sales. Black Friday, the day after Thanksgiving and named for being the day that merchants’ financials go from red to black, brings us the biggest and best sales of the year. Cyber Monday (the Monday following Thanksgiving) has become a new tradition, with irresistible online shopping deals that are definitely something everyone at Global Collect can be thankful for.
If you’d like to know more about Thanksgiving, check out American as Pumpkin Pie: A History of Thanksgiving http://backstoryradio.org/american-as-pumpkinpie-a-history-of-thanksgiving/ Christina Kinney Business Analyst
San Francisco is also host to a number of local events, including the Annual Turkey Trail Trot, where
A pug in pilgrim costume
Alcatraz Island with San Francisco in the background
NEWS & UPDATES 13
Here’s a great recipe for stuffing from Savory Sweet Life: Traditional Thanksgiving Stuffing Recipe Ingredients 4 tablespoons butter or non-dairy margarine to keep it dairy-free 1 medium onion, chopped 3 celery stalks, cut crosswise in 1/4” slices 1/2 teaspoon kosher salt 1 teaspoon ground sage 1 teaspoon dry thyme
10 cups dried unseasoned bread cubes store) (found in the bread section at the grocery 1 1/2 cups chicken or vegetable broth 1 egg Optional garnish: 1/4 cup fresh parsley,
r in a large pan. Sauté onions, celery, Preheat oven to 350 degrees F. Melt butte ium heat. Turn off heat. Add bread salt, sage, and thyme for 5 minutes on med mixture. Slowly pour chicken broth cubes and gently stir them into the onion carefully so the bread cubes do not over the bread cubes folding everything ly whisk the egg and add it to the break apart too much. In a small bowl, gent until the egg is incorporated. Scoop stuffing mix. Continue to fold everything dish and bake uncovered for 40 uncooked stuffing into a medium casserole minutes or until nice and toasty on top.
14 NEWS & UPDATES
Service Now? You’ve probably heard that IT is planning to replace Mantis with another tool. You’ve also probably experienced other tools at other companies which do a lot more than Mantis can. IT have chosen Service Now to replace Mantis and DevTrack as well as some other tools used in IT (at later phases). Service Now is a SAAS tool (Software As A Service) and is entirely web-based. This means that all users will have the ability to raise tickets via an online user portal. Service Now will be set up to allow users to use the system according to the scope of their role in the organization. Most users will be
“ End Users” who will be able to raise and monitor Incidents, Changes, Problems and Service Requests in the tool. Specific approvers for Change or Request fulfillment will be able to easily approve online also. Process users are those that will have full access to the tool. These will be Incident, Change and Problem Managers and Engineers required to resolve/update tickets. Service Now is highly configurable but based on ITIL principles. You can read more about Service Now as a business and a tool here: http://www.servicenow.com/service-desk.do The tool will be administrated by the Service Desk department. There are of course risks involved in changing any tool like this with an organization. We have to be open to it and ready as an team to change and adapt to a better solution. There will be some challenges and you may find that where you could go around the process before, you will no
longer be able to. This adjustment will help all of us to develop an improved culture around IT Service Management and communication.
Why are we doing this? Right now, Mantis and DevTrack are not offering an efficient and effective, end to end administration of our IT support and delivery issues. With such a tool, IT will be able to measure and manages the processes they deliver This will include the workflows which crossover between departments and be recorded and maintained automatically. We will be able to correctly report on status of issues and change on a day to day basis but will also have a wide range of reports and statistics at our fingertips. Service Now will provide us with a professional front end to IT which will enable us to improve as a proactive and client-centric organization. Another big win from the improvements that will be brought by Service Now is that we will become compliant with process as a matter of day to day use of the system. This will help us with improving quality of information at all levels and with audit preparation and review.
Project Scope: Phase 1 - We expect to have Service Now ready for end users by end of January 2013 as a replacement of Mantis. This means that Service Now will be available for Incident, Problem and Change Management as well as Request Fulfilment. Phase 2 – This is when we will work to replace DevTrack and introduce Release Management with Service Now. Additionally, we will implement Configuration Management. Further Phases – These are currently not planned with dates but will include full Service Catalogue, Asset Management, Project Management, Service Continuity and Availability Management, Capacity Management and Service Level Management and reporting. >>
NEWS & UPDATES 15
Rollout & Planning
Phase 1 - High-level planning Phase
19/10/2012 19/10/2012 Plan 16/11/2012 22/10/2012 Discover 21/11/2012 29/10/2012 Prepare
Comments This section is the set up of the project plan for this phase s In this phase we hold workshop and discovery sessions in IT to s define the functional workflow according to process
09/12/2012 31/10/2012 Deploy 16/12/2012 09/12/2012 Operate
In this phase Service Now consultants will configure the system and UAT will take place Technical phase where we finalise the set up. e UAT/rework and prepare go-liv
Phase 2 - High-level planning During this phase we will start with the implementation of Configuration and Release Management which will allow for the replacement of DevTrack. Phase
19/10/2012 19/10/2012 Plan
This section is the set up of the project plan for this phase
21/01/2013 01/12/2012 Discover
In this phase we hold workshops and discovery sessions in IT to define the functional workflows according to process
If you have any questions about Service Now or this project you can contact me directly. Laura Whittaker Service Desk Team Lead
16 NEWS & UPDATES
CTRL+C, ALT+TAB, CTRL+V…CTRL+C, ALT+TAB, CTRL+V… CTRL+C, ALT+TAB, CTRL+V…CTRL+C, ALT+TAB, CTRL+V… CTRL+C, ALT+TAB, CTRL+V… Within Merchant Accounting there are several processes that we are responsible for. One of the responsibilities we have is matching credit card transactions. From a matching team perspective, this is an easy thing to do; select a statement line in MOM-CEN, press F4 and F9. With this simple action, a merchant will get a great amount of transactions reported. The process behind this is a bit more complicated, but the action needed is as simple as this. Using only F4 and F9, up to hundreds of thousands of dollars are reported. For the matching team of Merchant Accounting, processing credit card settlements and refunds is easy! This until a card holder decides to chargeback a transaction… When the end consumer does not agree with or does not recognize the transaction on his credit card statement he requests the bank to chargeback (reverse) the charge on their credit card. For example, a consumer ordered and paid for 15m2 of bright purple and green striped glittery fabric for the Sinterklaas costume of a non-traditional Sinterklaas theatre play, but never
received the actual fabric. The issuing bank in turn informs the acquiring bank through the card scheme, who in turn informs GC. The validity of the chargeback is investigated; the merchant has to verify that the cardholder has approved the transaction. If this is not the case the consumer’s account will be credited and the merchant’s account will get debited. If the fabric did get delivered after all, the merchant can dispute the chargeback and reclaim the funds. Ask any merchant accounting employee what they think of a chargeback, and you are unlikely to get very positive feedback. This is not due to the fact that there is a chargeback, but for 90% of the cases, we manually enter each single chargeback into our back-office system. As we have to report to the charged merchant which of the transactions has been credited, we have to register the 12 digit reference number that has been generated by GC as well as the reason for chargeback. As these transactions are already in the back office system, we only have to copy them from one screen into another. This means a lot of copy and paste. For most of the matchers, processing chargebacks is thus associated with ‘ CTRL+C, ALT+TAB, CTRL+V’, which is okay if you do it a few times, but do I need to say more if you know we process over 2000 chargebacks a day…? Fleur Amsen Merchant Accounting Employee
Each month we provide you with the latest HR information. Overleaf is a list of the new hires, leavers and promotions of the month October. We hereby want to welcome all new hires and wish all employees that have been promoted and/or started in a new role, a great start!
Since the 18th of October, Roderick Volz is our new Interim Recruiter. Together with Nelitza Oduber, he is responsible for Recruitment of both temporary and fixed staff. For any issues or questions regarding recruitment, please contact Nelitza or Roderick via email@example.com
You can share vacancies by clicking button displayed on the on the vacancy advertisement displayed on our career page: http://careers.globalcollect.com. When you refer a candidate to Global Collect and the candidate is hired, you receive € 1.000,- (or the equivalent of that amount for the regional offices) when the probation period is successfully completed. This bonus is applicable for employees up to but not including Director job title.
New vacancies: In October, the following vacancies have been posted: • IT Program Manager • Vendor Application Manager • FX Manager – EMEA, LatAm & Northam • Business Development Manager EMEA, APAC & Northam • Business Development Manager – Video Gaming
Please find the descriptions of all vacancies on our website.
Did you know? Many different nationalities are working together at Global Collect. In the EMEA office we now have as many as 29!
18 HR ANNOUNCEMENTS
LatAm team caught in a web After the acquisition of Sub1, the GC team and the Sub1 team have been working as two separate companies. After we moved into a single office a couple of weeks ago, people still wouldn’t know each other as the work interaction is limited to a handful of people. The objective of the activity was to build a single team and create a proper work atmosphere of collaboration. Following the Dutch summer barbeque we put together a series of activities and challenges. All of them with a very specific purpose behind them.
Activity 1: Cross the web Each team (15 people each) needs to cross the entire group from one side of the web to the other without using each hole more than twice and without touching the ropes. If this happens, the entire team needs to start over Objectives • Think strategically on how to achieve this • Operate as a team to accomplish the task
Activity 2: Switch the carpet The team needs to turn the carpet around without stepping on the grass Objective • Teamwork (and good balance)
Activity 3: The missions On this activity, several missions were given to the team with a time constraint: • Build a model plane • Form a human pyramid • Untangle the knot without touching the rope • Take a team picture • Walk as a “snake” Objectives • Time management, task distribution, teamwork, organization
At the end of the day we finished with a big barbeque (Argentinean style) and an improvised football match
HR ANNOUNCEMENTS 19
In October 7 new employees joined GlobalCollect. Name
Dispute & Payment Services
Dispute & Payment Services Employee
Finance & Reporting
Global Account Management
Account Portfolio Manager
Merchant Accounting Employee
Credit & Risk
4 employees left GlobalCollect in October. Sandra Aberg
Dispute & Payment Services
Dispute & Payment Services Employee
Dispute & Payment Services
Dispute & Payment Services Employee
Pier Iberti Greenwood
Global Market Directors
Global Market Director Retail
In October, 3 employees were promoted and/or started in a new role. Priti Chohan
Senior Commercial Support Manager
Planning & Business Control
Senior business Controller
Currently 378 employees work at Global Collect (global, per October 31, 2012).
20 IN THE SPOTLIGHT
IN THE SPOTLIGHT Diary of an employee
A Day in the Life of… WebCollect Operations Centre (WOC) Shift Lead A working day at the Webcollect Operation Center(WOC) is never the same, we have peaceful days but also we have days were its very busy and hectic. The WOC team is the only team within GlobalCollect that’s always present in the office. The team consists of 10 employees that work rotating shifts to make sure that the WOC is manned 24/7. From 07:00 until 23:30 Monday to Friday and from 09:00: - 17:30 on weekends, there is a Shift Lead present to coordinate the rest of the team. This means work is given constant attention and handed from shift to shift where necessary, helping to maintain a continues flow of information to our internal as well as external customers.
A typical day for the shift lead starts at 7am after a cup of coffee or Earl grey tea then we startup up our computer. • We check the monitoring tools and read the WOC handover log to see what happened during the night shift and which actions need to be followed up. • We cross check if automated evening/ night tasks i.e. matching and Export, have run correctly and send out an email with results plus information on the PROD & STAG availability. • We then start our day with a review the list of mantis tickets for DPM (Daily Production Meeting) so we can provide updates at the DPM meeting. • We attend DPM and field all the questions directed towards IT. • We monitor the Webcollect Front Office & Back Office systems to ensure a high availability. >>
IN THE SPOTLIGHT 21
• In case of failure in the Webcollect main database or application servers we escalate it to the responsible teams and then work closely with them to resolve the issue in as shortest time as possible.
on duty takes notes of all actions that are being taken. The Incident Manager will communicate to the business what the impact this incident will have/has on Global Collect to Merchant Support.
• At the same time we make sure Merchant Support is kept up to date so they can do keep their customers informed.
Of course P1 incidents do not happen all the time but when they do the action is to resolve them as fast as possible.
• Of course we do not wait until something bad happens, no we also monitor many more systems and applications for availability.
This does not mean that the job of the WOC stops once a P1 is resolved. Following an incident there are many other activities; An IR (Incident Report) needs to be delivered.
• We also do Incident coordination and ticket progress monitoring . During the day the WOC also monitors and follow up on alerts. We update/coordinate & chase incident tickets and run and/or create SQL queries for information requests.
This is the responsibility of the Incident Manager and we aim to deliver this to internal management and Merchant Services within 24 hours from the resolution of a P1. Information from the people who resolved the incident needs to be collected. Then we review the impact to the customer(s) and coordinate all of this with Merchant Support.
• As shift leads, we are a SPOC (Single Point Of Contact) for Incident Management during scheduled shifts. Incident reporting and fulfill information requests are just some of the many things we do. • Between 14:00 and 15:00 we prepare and send out the latest update on those mantis tickets being followed in the DPM.
Priority 1 (P1) Incidents If no P1 occurs then the WOC is a peaceful area to work! A P1 usually means that our WebCollect platform if not processing transactions correctly for all merchants or we have a major technical problem resulting in a platform outage. Thankfully, in 2012 these have been few and far between. As you can imagine, from the moment a P1 occurs it’s very hectic. Then we coordinate all of the necessary parties who will be directly involved in handling the incident. We make sure that the conference bridge is open and that the resolving parties have dialed in. During business hours and weekend daytimes, the Shift Lead works also as the Incident Manager. The WOC operations engineer
This is mostly what a normal day in the ZOO WOC is like but on the weekend we also have the added responsibility for the Merchant Services 24/7 hotline. Merchants can call us if they have major operational issues. This usually only happens on the rare occasion of a P1.
Of course we would like to put more information in this article but we have been so busy there is just not enough time left in our day to write more. Please stop by and visit us if you have any more questions.
22 IN THE SPOTLIGHT
Employee Profile Doug Lambert General Manager , North America San Francisco, CA I am a Senior Financial Services Executive with 20+ years of experience in both domestic and international markets. I have joined GlobalCollect in August 2011 from Bank of America where I held positions as Senior Vice President & National Sales Executive. Previously in my career, I have held senior management positions at Universal Savings Bank, Providian Financial, and Wells Fargo. What is the value of an local office and how did our office contributed to GC`s success? The regional businesses are really the key to GlobalCollectâ€™s future. This puts associates in-market to be able to quickly and skillfully respond to ever-changing needs of our clients. These associates drive the sales growth for the company and the service excellence to build and maintain customer relationships. The employees, the merchants and the region! First, the team of people we have are our most valuable resource. Day-in and day-out, they help
differentiate us from the competition as we continue to grow the business. Second, we have fabulous customers in almost every vertical who are global leaders and who are driving our business forward. A few examples are: AON, Asurion, LinkedIn, Electronic Arts, Valve/ Steam Games, Riot Games, Delta, Priceline, AirBnb, Wikimedia, Google, Microsoft, Dell, American Eagle, Rosetta Stone among many others. Third, we have a tremendous opportunity in our business for continued and sustained growth. E-commerce continues to grow 20%+/- and we are well positioned to take advantage of that growth.
CORPORATE NEWS 23
CORPORATE NEWS Vertical Market Update Over the last couple of weeks we have worked hard to finalize the various Vertical Market Plans 2013. Next to identifying and setting priorities for next year, Global Market Directors have done extensive data analysis for Retail, Travel and Gaming trends up to 2015. This research has formed a fundamental part of the GlobalCollect Growth Plan 2013-2015 as presented to Welsh Carson recently. Across all verticals we see healthy growth trend lines. Specifically APAC and LatAm show continued growth as high as 30% p/a. In APAC Online Gaming is reaching into the regions beyond traditional strongholds as Japan and Korea. GC has only a small part of this market and as some regional game publishers have global ambitions we are ready to support their international expansion. An important reason for the APAC GlobalCollect gaming team to jump into the gaming action at Korea’s largest gaming show, G-Star. Jay-O Hyon and Jason Lee were accompanied by Nathan Salisbury in Busan, Korea’s second city, which is situated on the south eastern coast of the country. Video gaming is massive in South Korea. Professional video gaming is a respected career, and star players attract a fanatic following. The Korean government banned anyone aged under 18 from playing games online between midnight and 8 am as Video game addiction resulted in a man’s death in 2005, after a 50 hour long StarCraft session.
Massively Multiplayer Online (MMO) games played on PC’s dominate the Asian market, and the majority of popular games are produced in the region. MMO’s are GlobalCollect’s lifeblood in the European and North American gaming markets (90pc of gaming revenue), and we are aiming to position ourselves as the go-to provider for Asian companies looking to break into these markets. Let’s hope with the addition of local acquiring channels in the region we can also capture some domestic business. The team held 15 meetings over 2 days, resulting in a number of solid opportunities for GlobalCollect. In Travel the team has just concluded a series of Airline Travel Payments events that started in Miami, passed Kuala Lumpur, and now just ended in London in October. During these events a range of regional and global airlines are updated by payment consultants and service providers on e-payments. GC has presented multiple tracks at these events from FX management by Nick Tubb to “Top 10 myths of online payments” by Laurie Gablehouse and Mike Carlo. These sessions were well received and followed up with more detailed reviews with prospects and clients to learn from GC expertise in the airline business and how our payment solutions can support their global growth. In Retail we are just in the final stages of recruiting a senior, industry experienced Global Market Director, so watch this space! Pieter Stal EVP Global Account Management & Vertical Markets
24 CORPORATE NEWS
GC BAR Committee
Halloween was great!
GC’s Got Talent!
We’d like to thank you for celebrating Halloween with us, especially to those dressed-up for the occasion!
SPOKEN - Dichter bij de dichter We’d like to thank Kevin for being our first live performer on the GC Bar! We had a big attendance! Hope you like the new offer on snacks!
Here are some highlights of the party! • Special thanks to the Jam Session performers, for the hard work in practicing, bringing their own instruments and organizing the technical sound details: - Tom, Mati, Matthijs, Judith, Loreli and Elizabeth! - And to the ones that joined, Rafa and Marc! • Thanks to all of those who shared the pictures, namely Rafal, our official photographer of the evening.
Save the date!
GC Bar opening dates for 2012: • Friday 23 November 2012 Thanksgiving celebration - Think ahead “What are you thankful for? And to whom?” • Friday 7 December 2012 Cancelled due to the GC Christmas Party • Friday 21 December 2012 If you have any questions or feedback, feel free to contact the #Bar Committee. See you all there!
CORPORATE NEWS 25
Upcoming Events per quarter Region
MRC US Platinum
Brazil Game Show
Forex & Investment Summit
eMerging Sao Paolo
Dear Readers, The Editorial Team is keen to find out what you think of Collective after 5 issues! We therefore kindly request you to complete Collective, the survey before December 13th so we can gather your feedback and continue to work on a successful eMagazine for all GlobalCollecters!
Thank you for reading and see you again for issue 5! Colofon This e-magazine is an internal publication for employees of GlobalCollect and distributed via MS Outlook to all internal staff. This issue is distributed in November, 2012 Contact Details Editorial team â€“ firstname.lastname@example.org