Description
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 LeaderOVERVIEW:
The Technology Account Management team is responsible for delivering all technology and operations supporting North American Markets customers. This team identifies customers' technology needs and solves them with MasterCard's technology assets, tools, and services.
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 ABOUT YOU:
• Demonstrated People Leadership, with proven ability to coach, develop and
motivate a team
• Demonstrated customer and relationship management skills and ability to build and maintain strong, positive working relationships at all functional levels within customer and internal MasterCard organization is essential.
• Experienced in payments business and eco-system
• Intellectually Curious, Assertive, Tenacious, Persistent, Resilient
• Proven leadership, with the ability to mentor colleagues, and leading change
• Experienced in credit and debit card operations (issuing and acquiring) with emphasis on authorizations, clearing, settlement, and fraud & risk management
• Account management experience
• Thoughtful risk taker and display professional courage with sound judgement
• Demonstrate strategic thinking and thought leadership
• Self-motivated individual with ability to engage and influence peers and business partners
• Ability to manage complexity and simplifying for customers and key stakeholders
• Experienced with technology and operations related skills
• Proven ability to lead change at all functional levels. Excellent communication skills (verbal and written) that can present relevant information to different audiences as appropriate. The role includes presentation to internal and client senior executive management as well as functional business partners.
• Demonstrated operational excellence in managing escalations and timely responses
• Ability and willingness to provide off-hours support to customers as needed
• Ability to grasp technology details and translate them into solutions and/or to address business opportunities.
• Strong analytical/problem solving and planning skills.
• Ability to quickly learn, explain and bridge the gap between the business, product and technology that supports it
• Proven leadership skills. Must effectively and consistently demonstrate thoughtful risk taking and display professional courage with sound judgement.
• Ability to thrive and effectively collaborate in a dynamic, fast-paced, team environment that embraces giving, receiving as well as acting on feedback.
• College/University degree or equivalent work experience with emphasis on business, and information technology and/or bankcard industry experience.
• Relevant industry experience preferred!
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.
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