Director, Technology Account Management

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, Technology Account Management
Director, Technology Account Management – People Leader

ROLE:

Reporting to the Head of Customer Delivery Canada; In this customer-facing position, the Director Technology Account Management, will build, grow, and manage the operational and technological relationship with Key Accounts in market (including issuing/ acquiring members, and/or processors), leading a team of 3-5 employees.

• The ideal candidate will be experienced in the Payments Industry with understanding of the business technology and translating that into customer solutions to address business opportunities.
• Ability to manage complexity and think strategically.

• Ability to enhance customer experience by driving business growth with

  portfolio optimization, emerging technologies and find faster ways to get work done with sustained quality.

• Identify and deliver against customer and Mastercard business and corporate objectives, opportunities, and commitments.

• Possesses the ability quickly learn, explain and bridge the gap between the Business, Product and Technology that supports it.
• Work with a sense of agility, while delivering quality output to customers and internal partners
• Lead a Team that acts as central point of contact for customers and/or MasterCard customer representatives.
• Ensures resolution of day-to-day technical/operational issues, customer issues and/or as related to assigned delivery projects
• Collaborate with cross functional partners including Sales, Marketing, Product (Consumer, Commercial Credit and Debit) throughout MasterCard to manage the internal development and implementation of any new product, service, and/or technology enhancement and support.
• Establish close working relationships with internal and customer’s executive- and decision-making-level contacts.
• Participate and contribute to business planning with customer and internal partners to prioritize strategic, mutually shared objectives.
• Work with internal staff to ensure customer’s compliance with all MasterCard technology enhancements.
• Ensure customers are kept up to date with important business communication and their compliance responsibilities.
• Executes project initiatives and develops quantitative/qualitative reports
• Oversee the resolutions of any escalated credit and debit operational issues
• Improve product offerings by communicating customer feedback to Product Management and Engineering

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