Manager, Customer Technical Services - O'Fallon, United States - Mastercard

Description

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

Manager, Customer Technical Servicesindividual Contributor:

Job Overview:
Manages, evaluates and develops programs and initiatives to increase card acceptance in both established and emerging markets. Helps collaborate and recommend strategies which promote the value and profitability of MasterCard acceptance.

Major Accountabilities:
* Interacts with appropriate teams, as well as customers in acceptance quality issue resolution, serving as a liaison with MasterCard Regional Stakeholders and MQA Central function (Regional Coordination Role)

* Act as an escalation point for regional acceptance issues

* Collaborate with central MQA team on analysis, issue resolution, reporting & communication

* Pro-actively monitor available service level statistics, to identify potential problems/ trends, analyze and determine resolution

* Track all reported production issues to full closure (resolution of root cause/plan).

* Ensure the appropriate communications/reports are provided to Internal/External Stakeholders.

* Identify solutions and proactive measures required in order to avoid reoccurrence of issues.

Key Accountabilities:

* Centralize and coordinate the effort of all the teams managing all incidents related to their dedicated countries
* Prioritize incident management according to impact on the Global, regional key accounts or top list provided by regions
* Ability to quantify the real impact of a reported issue
* Review the issues to be closed generated by Customer Delivery, CCOE, Franchise, Acceptance Manager
* Use key indicators to measure by statistics the impact of the issues discovered by the technical decline review and their sub-sequent corrections
* Change and adapt criteria's in order to cope with team load charge and the issues prioritization
* Communicate progress on regular basis
* Consolidate all pertinent information required to define the root cause,
* Define a resolution plan based on issue analysis and communicate it to concerned parties.
* Build reports to track MQA issues
* Principal Point of Escalation
* Fill MQA database with all relevant information about acceptance issues
* Use MQA Database to provide an accurate description and status of the managed issues,
* Assessment, solution building and deployment follow up,
* Take accountability for the resolution plans until final completion,
* Coordinate all cross-functional team members involved in the resolution of acceptance issues including overseas teams outside of Europe.
* Build & maintain Acceptance KPI File to be shared with Internal/External customers
* Launch escalation on major blocking problems
* Take accountability for the resolution plans until final completion
* Coordinate all cross-functional team members involved in the resolution of acceptance issues including overseas teams outside of Europe.

Education, Experiences & Skills required:

* Experience in the card payment industry and appetite/curiosity for exploring and constant update on market and industry trends,
* Strong Knowledge of MasterCard Core Systems
* Strong analytical skills
* Methodological rigor coupled with hands on knowledge of key MC systems
* Attention to detail and focus on quality
* Proven relationship management skills
* Excellent analytical skills
* Demonstrated thought leadership
* Planning and effective priority setting
* Customer-focused, solution oriented mentality
* Strong team player with business acumen
* Strong process management skills able to coordinate until completion
* Excellent verbal and written skills
* Self-motivated, good organizational & time management skills
* Advanced knowledge of Microsoft Office Suite
* Bachelor's degree. MBA or postgraduate are a plus but not required.
* Minimum 5 years of relevant experience.In the US, Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please contact and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard's security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach, and
• Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

In line with Mastercard's total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more.

Pay Ranges

O'Fallon, Missouri: $95,000 - $150,000 USD

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

Manager, Customer Technical Servicesindividual Contributor:

Job Overview:
Manages, evaluates and develops programs and initiatives to increase card acceptance in both established and emerging markets. Helps collaborate and recommend strategies which promote the value and profitability of MasterCard acceptance.

Major Accountabilities:
* Interacts with appropriate teams, as well as customers in acceptance quality issue resolution, serving as a liaison with MasterCard Regional Stakeholders and MQA Central function (Regional Coordination Role)

* Act as an escalation point for regional acceptance issues

* Collaborate with central MQA team on analysis, issue resolution, reporting & communication

* Pro-actively monitor available service level statistics, to identify potential problems/ trends, analyze and determine resolution

* Track all reported production issues to full closure (resolution of root cause/plan).

* Ensure the appropriate communications/reports are provided to Internal/External Stakeholders.

* Identify solutions and proactive measures required in order to avoid reoccurrence of issues.

Key Accountabilities:

* Centralize and coordinate the effort of all the teams managing all incidents related to their dedicated countries
* Prioritize incident management according to impact on the Global, regional key accounts or top list provided by regions
* Ability to quantify the real impact of a reported issue
* Review the issues to be closed generated by Customer Delivery, CCOE, Franchise, Acceptance Manager
* Use key indicators to measure by statistics the impact of the issues discovered by the technical decline review and their sub-sequent corrections
* Change and adapt criteria's in order to cope with team load charge and the issues prioritization
* Communicate progress on regular basis
* Consolidate all pertinent information required to define the root cause,
* Define a resolution plan based on issue analysis and communicate it to concerned parties.
* Build reports to track MQA issues
* Principal Point of Escalation
* Fill MQA database with all relevant information about acceptance issues
* Use MQA Database to provide an accurate description and status of the managed issues,
* Assessment, solution building and deployment follow up,
* Take accountability for the resolution plans until final completion,
* Coordinate all cross-functional team members involved in the resolution of acceptance issues including overseas teams outside of Europe.
* Build & maintain Acceptance KPI File to be shared with Internal/External customers
* Launch escalation on major blocking problems
* Take accountability for the resolution plans until final completion
* Coordinate all cross-functional team members involved in the resolution of acceptance issues including overseas teams outside of Europe.

Education, Experiences & Skills required:

* Experience in the card payment industry and appetite/curiosity for exploring and constant update on market and industry trends,
* Strong Knowledge of MasterCard Core Systems
* Strong analytical skills
* Methodological rigor coupled with hands on knowledge of key MC systems
* Attention to detail and focus on quality
* Proven relationship management skills
* Excellent analytical skills
* Demonstrated thought leadership
* Planning and effective priority setting
* Customer-focused, solution oriented mentality
* Strong team player with business acumen
* Strong process management skills able to coordinate until completion
* Excellent verbal and written skills
* Self-motivated, good organizational & time management skills
* Advanced knowledge of Microsoft Office Suite
* Bachelor's degree. MBA or postgraduate are a plus but not required.
* Minimum 5 years of relevant experience.In the US, Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please contact and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard's security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach, and
• Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

In line with Mastercard's total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more.

Pay Ranges

O'Fallon, Missouri: $95,000 - $150,000 USDPDN-9bd977dd-69f6-4c32-bda0-4adff0618ca9