Senior Professional, Customer Delivery at MasterCard
Employment Nigeria
08-Sep-2017
NIGERIA ,
Administrative
MasterCard Worldwide - with its MasterCard® and Maestro® brands- is a driving force at the heart of commerce, enabling global transactions and bringing insight into the payments process to make commerce faster, more secure, and more valuable to everyone involved.
POSITION : Senior Professional, Customer Delivery
Major Accountability
- Working with our banking partners or third-party processors, the position is responsible for bringing projects to fruition and successfully resolving processing issues of varying complexity to the customer’s satisfaction.
- Participate in the pre and post sales process with the South Africa account teams in analyzing and providing subject matter expertise; Consultative support and proposing innovative solutions to specific/complex customer requirements; Collaborate with account teams in identifying revenue generating opportunities with key customers.
Specific Responsibilities
Project management:
- Ensures activities, project assignments, problem resolution and reporting are coordinated
- Clearly assigns responsibility for tasks and sets clear objectives
- Monitors process, progress and results
- Makes process improvements and changes to the project plan as necessary
- Support MasterCard advanced payment products through successful deployment.
- Manages projects from the project inception to implementation
- Responsible for managing operational targets with members and/or the Processor Certification Plan with processors in key countries/markets
- Coordinates and integrates operations and technology activities with members to leverage MasterCard assets to obtain mutual objectives
- Manage and Support all Chip and Paypass implementations/migrations within the African market.
- Dynamically manages its own portfolio of projects by tracking progress, reporting to PMO and escalating when necessary
Event management:
- Manages all credit and debit operational issues for members and/or processors and ensures compliance with all MasterCard technology enhancements.
- Serves as a central point of contact for customer issues, concerns and needs
- Takes time to understand and explore customer needs and acts at all times with the customer in mind
- Ensures problems of varying complexity are resolved to the customer's satisfaction
- Meets established deadlines and escalates issues which require additional resolution
- Manages all operational issues and technical opportunities with top member/processor accounts within assigned countries
- Manages financial issues such as settlement / billing failures & address them in a timely fashion.
- Ensures technical & network related issues are resolved as needed by coordination with other corporate departments
Customer engagement:
- Analyses customer performance and uses MasterCard’s tools to identify areas of concern or performance and manages the issue to successful resolution
- Ensures initiatives align with MasterCard business goals and processes are maintained to meet service and quality standards
- Uncovers customer needs and identifies corresponding MasterCard products and solutions that might fulfill those needs; makes business development and market development colleagues aware of the corresponding opportunity
- Analyzes and improves operational performance and profitability through reviews; training and communication of operational enhancements
- Communicates and consults with members and/or processors regarding any operations and technology development opportunities
Transfer of knowledge:
- Conduct country wide forums as required to keep customers abreast of all the latest technologies and compliance updates.
- Travel required
- Undertakes customer training on-site on all aspects of MasterCard products and services
- All other duties as requested
Qualification
- Committed to quality with a strong focus on customer needs
- Previous call center experience desirable
- Interpersonal, verbal and written communication skills
- Computer skills
- Team player who easily builds relationships
- Degree in business or equivalent work experience
- 5+ years relevant work experience with a core knowledge of data processing concepts and financial industry/banking operations practices
- Knowledge of the financial services and the payments/card industry
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