Manager, Centralized Billing Operations Client and Product Support Job Listing at Mastercard in Gurugram, HR (Job ID R-244850)

Description

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Manager, Centralized Billing Operations Client and Product Support The Manager, Centralized Billing Operations Client and Product Support, will be responsible for ensuring that all aspects billing related to the Network Distribution (aka “Bulletins”/”One to Many”) Channel are performed to the highest standard to realize accurate and timely invoicing for all Bulletin Products. These efforts will help the Program achieve its revenue targets and will help drive customer satisfaction and engagement with the Program. The Program currently supports 100+ Bulletins, generating $300+MM in revenue across all Regions and 6+ Programs and is constantly growing and evolving. We support over 84,000 internal and external users of these products and services and have aggressive Service Level Agreement/SLA targets to meet or exceed. We have strong relationships with many key stakeholders in the Network Distribution ecosystem including Sales, Finance, Customer Success, Account Management, Billing Services, Insights and Enablement and other customer service organizations throughout MasterCard and greatly value teamwork and collaboration. Future opportunities may expand to include supporting other billing operational activities across the Services Organization. If you're interested in driving engagement, satisfaction and loyalty in a fast-paced and ever-changing environment then we'd love to have you as part of the CAPS Team.

• Technical and general support/knowledge of all aspects of how Mastercard bills to help resolve issues and inquiries from both internal and external customers.

• You will need to bring with you to this role your drive to learn and develop as well as demonstrate effective communication skills in both written and verbal forms.

• Engage with internal and external customers to help them better understand select products and processes that are part of the Bulletins world.

Role

• Oversee data quality of Bulletins Salesforce Subscription

• Manage all aspects of the “Opt-Out” Process

• Submission of test records through API

• Submission of final billing records

• Research/Resolve billing issues

• Synch bill rates/ICAs

• Billing Event setup support

• Ensure Revenue Recognition

• Complete Pre- and Post-bill analysis and validation

• Uncover and drive process improvement initiatives to steadily improve all aspects of Bulletins and Services billing operations

All About You

• Strong problem solving skills with the ability to analyze a situation by breaking down into its components and applying a detailed approach with different levels of solutions based on the situation.

• Ability to develop and conduct training sessions across multiple products, clients and geographies with a consultative flair

• Previous experience in working in a cross functional environment where influence management is required

• Multi- lingual (English, Spanish and Portuguese) a plus

• Bachelor's degree or equivalent combination of education and experience.

• Strong knowledge of payments/card industry preferred.

• Possess excellent interpersonal skills and written and verbal communication skills along with superior customer service skills.

• Strong PC skills that include Word, PowerPoint, Excel, and Access.

• Serve as focal point for customer issues, concerns and requests for enhancements.

• Capture detailed and accurate information about issues, concerns and enhancements.

• Collaborate with others in support of products, processes and problem resolution.

• Demonstrate the ability to negotiate, resolve and present to internal/external customers.

• Simulate or recreate user issues to resolve operating difficulties.

• Ability to interact with customers as well as MasterCard management to articulate key performance indicators and action plans.

• Good relationship management skills with regards to internal and external stakeholders and team members.

• Have some experience working in organizations with multiple levels, functions and regions.

• Able to communicate complex technical and business information in a clear and easy to understand manner both verbally and in writing.

• Experienced in a customer service role

• Proven ability to communicate effectively and work collaboratively with a diverse audience and adjust language style to meet needs of the audience as required

• Proven ability and excellent track record in meeting and exceeding customer specific SLA's coupled with solid problem solving skills

• Ability to work in a complex and changing environment that requires both flexibility and creativity to succeed.

• Must demonstrate effective leadership, negotiation and problem resolution skills

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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