Director, Customer Engagement and Performance at MasterCard

Job Title

Director, Customer Engagement and Performance

Who is Mastercard?
Mastercard is a global technology company in the payments industry. Our mission is 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. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

About the Opportunity:
Mastercard operates the world’s fastest payment processing network, connecting consumers, financial institutions, merchants, governments and businesses in more than 210 countries and territories. Every day, everywhere, we use our technology and expertise to make payments safe, simple and smart. We know safety and security are the top priorities of our customers, cardholders and partners, so we won’t stand still in developing new and better ways to keep payments safe.

Overview:
This role offers a dynamic and energetic individual to enable customer participation in the Mastercard global ecosystem through customer facing opportunities to enhance ecosystem performance, and enabling value add to participants. The individual will be the primary interface with external Customers, industry stakeholders, and Country/Account Managers regarding all matters relating to Franchise Customer Engagement and Performance (CEP) within the Sub-Sahara Africa (SSA) region, with a focus on West and East Africa.

The role manages all aspects of Mastercard ecosystem management with special focus on participant performance optimization in the areas of fraud, approval rates, chargebacks and adherence to Mastercard Standards in Sub-Sahara Africa markets. The individual will act as trusted advisor and go-to person for internal and external stakeholders on Core, Architecture & Standards, Dispute Resolution Management and Innovation.

Primary Responsibilities:

• Create and communicate a regional performance optimization approach which addresses both customer and SSA region business imperatives in partnership with the region management team.
• Establish and execute effective engagement models and business relationships between and among customers and key industry stakeholders throughout the region which facilitate Mastercard’s positive influence related to stakeholder performance.
• Ensure the delivery of detailed customer community meetings, Advanced Fraud Management trainings and Franchise Management Program (FMP) operational reviews of customers, Payment Facilitators (PF) and service providers (SPs).
• Identify, develop and deliver opportunities to develop advisory solutions to address customer problems and identify commercialization opportunities regionally and globally.
• Act as the primary point of contact for Country/Account managers on customer performance management topics.
• Support colleagues and customers with all performance matters such as FLD, QMAP, BRAM, Data Integrity and Payment Facilitators and provide insight.
• Support internal teams in the identification and sale of Products and Services to customers
• Where relevant and together with Senior Management, represent and voice Mastercard position on industry matters in Sub-Sahara Africa markets.

Minimum requirement:

• Experience in payments industry of at least years 12 years with at least 7 years of experience in fraud/ operations/ risk/ product management.
• Experience in Nigeria market preferred, particularly with a financial institution, consulting organisation or fintech.
• Technical aptitude with experience in multiple systems areas/disciplines, preferably including bank cards operation and Mastercard payment systems.
• Ability to work in a high paced and complex environment
• Excellent verbal and written communications skills in English with ability to communicate at both business and technical levels. Proven skills communicating with all levels of management, including strong effective presentation skills.
• Effective decision making capability, problem resolution, and thought leadership.
• Demonstrated customer facing experience & skills
• Ability to travel
• Analytic skills & report writing
• Strong project and change management skills. Proficiency in Microsoft applications: Excel, Word, PowerPoint, and Access.

Skills include:

• Leadership: takes ownership of Franchise related matters to drive and deliver corporate goals & objectives
• Collaboration: collaborates effectively by taking ownership for areas of responsibility and works with SSA region leadership team members to achieve common goals. Ensures risks are communicated to region and Franchise leadership timely; drives problem solving with leadership teams to address challenges
• Execution: drives execution by making thoughtful decisions that take brand, fraud, operations, and legal risks into account in a timely manner, making efficient use of time and incorporating contingencies into planning; follow through on commitments.
• Performance: drives own performance through recognizing personal strengths and challenges and works to expand own capabilities.
• Flexibility: Identifies opportunities to adjust current practices and policies in a thoughtful manner to address new business opportunities; ensures key internal stakeholder agreement to new courses of action in advance of implementation
• Problem solving: Thinks creatively to identify best solutions and own actions to implement same
• Strong Analytic Skills: Ability to analyze all available customer data (fraud, authorization, clearing) to identify area of potential stakeholder improvements. When identified, ability to influence customers to implement appropriate corrective actions in a balanced manner.

Role Location:

Primary Location will be Lagos with occasional travel to other SSA markets in West and East Africa.

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.