Manager, Technology Account Management

3 weeks ago

Toronto, Canada Mastercard Full time

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

Manager, Technology Account Management

Manager, Technology Account Management

OVERVIEW:
The Technology Account Management team is responsible for delivering all technology and operations supporting North American Markets (NAM) customers. This team identifies customers’ technology needs and solves them with MasterCard’s technology assets, tools, and services.

Reporting to the Director, Technology Account Management in Customer Delivery Canada; In this customer-facing position, the Technology Account Manager, will build, grow, and manage the operational and technological relationship with Key Accounts in market (including issuing members, acquiring members, and/or processors).

ROLE:

- Identify and deliver against customer and Mastercard business and corporate objectives, opportunities, and commitments.
- Account Management experience
- Work with a sense of agility, while delivering quality output to customers and internal partners
- 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.
- Partner 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 and/or technology enhancement and support.
- Establish close working relationships with internal and customer's executive
- and decision-making-level contacts.
- 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.
- Analyze and improve customer operational performance and profitability through back-office reviews, ie. chargebacks, authorization, etc.; identify and arrange for training and communication of operational enhancements
- Participate and contribute to business planning with customer and internal partners to prioritize strategic, mutually shared objectives.
- Work with internal colleagues to ensure customer's compliance with all MasterCard technology enhancements.
- Executes project initiatives and develops quantitative/qualitative reports
- Improve product offerings by communicating customer feedback to Product Management and applicable internal teams.

ALL ABOUT YOU:

- 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.
- Experienced in credit and debit card operations (issuing and acquiring) with emphasis on authorizations, clearing, settlement, and fraud & risk management
- Account management experience
- Ability to manage complexity and simplifying for customers and key stakeholders
- Technology and operations related skills required; project management and implementation skills preferred.
- 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
- 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.
- Information technology and 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;

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