Director, Technology Account Management

6 months 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

Director, Technology Account Management

Director, Technology Account Management - People Leader

OVERVIEW:
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.
- 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

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