Director, Customer Technical Services

at  MasterCard

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
Director, Customer Technical Services
CTS Director – Job Description

Overview

• You will be managing a 24/7 team that Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard Payment Services
• You and your team will provide technical support to our real time payments scheme and participating banks.
• Responsible for overall satisfaction and retention of these business customers through knowledge of their core business and products
• Builds long-term customer relationships and ensures timely response and resolution of issues

Responsibilities

• Regional lead for our Mastercard Payments Services service desk.
• Leads operations across a specific product, region and/or customer base for business (B2B) and enterprise (B2E) customers that have product and service agreements with Mastercard
• Develops and implements policies, procedures, support strategies and global governance standards around customer support correspondence to ensure high quality and holistic issue resolution
• Leverages technical expertise and expert-level understanding of Mastercard products/services to support integrations and expansion efforts for supported product, region and/or customer base ensuring that customer ‘voice’ is prioritized
• Ensures compliance with regulatory procedures, information security requirements and legal policies
• Communicates with and supports customers to build strategic relationships and ensure customer satisfaction and retention
• Defines Key Performance Indicators and oversees reporting on metrics to measure customer service performance and facilitate capacity planning
• Evaluates your teams performance to identify operational inefficiencies and implements process improvement initiatives
• Perform financial planning, forecasting, and budget tracking; resource and capacity planning for team
• Formally supervises and coaches a large group and/or teams and ensures compliance to goal setting and performance appraisal process
• Helps identify and coach top talent within own teams

Experiences

• Technical Support delivery to B2B customers
• Strong operational ITIL experience.
• Must be data savvy
• Have a strong background in managing operational teams to meet customer SLA/KPIs
• Strong ability to communicate technical solutions and concepts successfully to different level of audiences
• Highly desirable to have experience and understanding of payment networks and industry.
• Demonstrated initiative in building relationships with global colleagues from multiple areas within your organization
• Willingness to manage rotating shifts in a 24/7 environment
• Demonstrated expertise of Mastercard’s products/services and successful track record responding to complex technical issues to increase customer satisfaction and retention
• Proven ability to maintain and deliver on service improvement expectations and agreement
• Demonstrated success defining Key Performance Indicators and leveraging metrics to maintain continuous process improvement initiatives

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.

Responsibilities

• Regional lead for our Mastercard Payments Services service desk.
• Leads operations across a specific product, region and/or customer base for business (B2B) and enterprise (B2E) customers that have product and service agreements with Mastercard
• Develops and implements policies, procedures, support strategies and global governance standards around customer support correspondence to ensure high quality and holistic issue resolution
• Leverages technical expertise and expert-level understanding of Mastercard products/services to support integrations and expansion efforts for supported product, region and/or customer base ensuring that customer ‘voice’ is prioritized
• Ensures compliance with regulatory procedures, information security requirements and legal policies
• Communicates with and supports customers to build strategic relationships and ensure customer satisfaction and retention
• Defines Key Performance Indicators and oversees reporting on metrics to measure customer service performance and facilitate capacity planning
• Evaluates your teams performance to identify operational inefficiencies and implements process improvement initiatives
• Perform financial planning, forecasting, and budget tracking; resource and capacity planning for team
• Formally supervises and coaches a large group and/or teams and ensures compliance to goal setting and performance appraisal process
• Helps identify and coach top talent within own team

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