Senior Specialist, Implementation

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
Senior Specialist, Implementation
Please note : This position is based in our Peterborough office and requires candidates to be able to work from this location 2/3 days per week .
Overview
The Global Delivery Enablement team is looking for an Implementation Specialist, Global Solution Integrations, who will be responsible for supporting the onboarding of new customers and enhancing existing customers for the Mastercard Prepaid Management Services (MPMS) product. The role is within a small team, reporting to the Manager, Global Solution Integrations, and will mainly consist of working with our Customers, Processing Partners and internal Mastercard teams to manage the platform configuration and end-to-end testing of MPMS programs from both and internal process and customer use case perspective. There will also be a requirement to support the setup of programs, facilitate customer integration and support issue resolution. This will include facilitation and execution of any API integration, functionality updates for Mastercard products and services and full end to end internal and customer testing. To ensure successful, consistent, and scalable integration of new or significantly enhanced solutions, the ideal candidate will be passionate about uncovering and delivering solutions that encourage positive top and bottom-line impact and growth; has solid ability to understand and expose key data assets that help increase awareness of trends and insights and drive business decisions. This individual is highly motivated, intellectually curious, strong collaborator, analytical, organized, and possesses an entrepreneurial mindset.
o Are you a people person who can inspire action and change?
o Do you desire to gain a global perspective and exposure to new products and services excite you?
o Are you passionate about influencing products, processes, workforce management, and impacting what is next?
o Are you proficient with customer solution delivery, managing stakeholders, working to deadlines and have attention to detail?
o Do you possess expertise of great project management practices, and can you leverage this experience to enhance customer engagement and time to implement on our projects?
The Global Delivery Enablement (GDE) team is within the Global Customer Delivery organization. With a focus on new products and services, the Global Delivery Enablement team collaborates with product owners, development teams, and other stakeholders across Mastercard to deploy solutions efficiently and effectively with speed, quality, and predictability. GDE supports Regional Customer Delivery teams by developing the necessary processes, documentation, tools, and knowledge resources to support the ability to scale products and solutions at an accelerated pace. GDE develops streamlined and straightforward processes used globally by our delivery teams, resulting in a positive customer and employee implementation experience. In addition, GDE is responsible for ensuring product readiness and utilization of key frameworks by our partners to ensure a best-in-class customer experience with an ability to provide key data, insights, and feedback for continuous improvement.
Role & responsibilities
o Responsible for all aspects of customer implementation engagements, including consultancy, training, project management, implementation, testing and customer end to end testing
o Partners with internal MPMS and Mastercard teams to provide implementation and test technical and product expertise pre and post launch
o Takes the lead as the primary interface between the customer and MasterCard during technical implementation and testing to meet Migration project and customer needs
o Manages small to medium sized projects and/or initiatives as an individual contributor with knowledge of the discipline.
o Reviews results of customer queries, providing solutions and/or details to technical questions
o Oversees testing for customer launch readiness, identifies areas in need of additional testing and validation and suggests improvements for greater efficiency
o Identifies technical configuration/production setup changes and provides first-round solutions to any potential issues
o Manage client projects to ensure quality, consistency and efficiency with adherence to GDE Methodology.
o Contributes to the delivery of integrated solutions that address customer needs.
o Supports Customer Delivery teams, internal partners and key stakeholders to provide support in a market or region.
o Research problem requests and responds to inquiries on products and tools for internal customers
o Analyzes data from product integration projects and reports on performance relative to success metrics.
o Helps identify customer needs and contributes to the delivery of integrated solutions that address those needs.
o May produce presentation materials, analytics and reports for internal customers or communications.
o Develops and maintains strong working relationships, with partners in other business functions in Product and Technology to complete deliver and customer support tasks.
o Identifies and articulates areas for improvement, proactively suggests enhancements in tools and processes to optimize efficiency and effectiveness.
All About You
o Demonstrated knowledge and experience of API tools such as SOAP UI to support API integration and analysis.
o Experience with computing configurations (e.g. testing, troubleshooting)
o Ability to manage customer project onboardings/implementations to payment systems and services.
o Able to work with Customer change programs to support customer through the planning and execution of program change, able to identify gaps and propose remediation activities.
o Ability to identify and appropriately escalate risks and issues within the Program of work.
o Thrives to work with multiple cultures, time zones and career levels.
o Be a problem solver who is comfortable working with ambiguity and is tenacious and creative in resolving issues.
o Excellent written and verbal communications skills.
o Ability to quickly understand, assess, simplify, and articulate complex business and technical challenges/solutions.
o Comfortable with uncertainty, changing and fast-paced environment.
o Passionate about technology, with a genuine curiosity to learn and apply new concepts.
o Analytical and problem-solving skills (define, measure, analyze, improve, and control)
o Ability to build strong working relationships and to interact well with the customer, internal and external business partners, and with varying levels of management.
o Strong verbal and written communication skills with the ability to leverage these skills in a teaching environment.
o Self-starter with the ability to work independently and work flexible hours as needed to support global delivery teams.
o Ability to lead, negotiate, and drive change in a technical work environment.
o Team player with a willingness to share and transfer knowledge.
o Project management accreditation a plus (e.g., PMP (Project Management Professional)/ PRINCE2 / AGILE project management)
o B2B Customer service experience to support customer through the planned and execution of program change.
o Experience with computing configurations (e.g., designing, testing, troubleshooting)
o Successfully performed trouble-shooting for infrastructure performance and stability issues
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.

• 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