Senior Professional, Customer Delivery at MasterCard

Ref No: R-52866
Location: Lagos

Job Description

• 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.
• As a critical link among financial institutions and millions of businesses, cardholders and merchants worldwide, MasterCard provides services in more than 210 countries and territories.

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:

• 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
• 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.
• 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 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.
• 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
• Ensures technical & network related issues are resolved as needed by coordination with other corporate departments

Customer engagement:

• 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
• 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

Transfer of knowledge:

• Undertakes customer training on-site on all aspects of MasterCard products and services
• Conduct country wide forums as required to keep customers abreast of all the latest technologies and compliance updates.
• Travel required
• All other duties as requested

Qualification and Experience

• Bachelor's 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
• Committed to quality with a strong focus on customer needs
• Previous call center experience desirable
• Strong interpersonal, verbal and written communication skills
• Strong computer skills
• A team player who easily builds relationships