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
Director, Product Operations • Mastercard Move is at the cornerstone of our vision of a World Beyond Cash. Our services facilitate the secure delivery of funds between senders and receivers, typically within seconds. We support multiple use cases – person-to-person, business to business, disbursements, remittances and merchant payments. With our technology and expertise we are making sending money safe, simple and fast.• The Director, Mastercard Move Program Quality ; will manage, develop customer journey maps, track and employ governance to track SLA's to all Customer Integration and Production procedures affecting customer experience for the Send Program. The Governance will lead to reporting of the performance quality as well as make achievable suggestions to processes to the reduction of customer incidents, improvement of customer experience, and detailed understanding of areas that need attention to help grow the business. This role will focus on supporting, co-ordinating with key stakeholders in Operations & Technology and reporting on SLA's governance metrics.
Role
• Perform detailed analysis of Platform Health through various data and reporting sources and prioritize detailed insights into areas requiring improvement
• Lead generation of Cross-Functional product metrics between Biz-Ops and O&T organizations and provide governance for tracking of Internal platform related SLA's
• Lead discussions on platform health with key regions to gain customer insights
• Produce weekly, monthly and quarterly status reports for Executive Management consumption
• Lead the delivery of trainings to critical customer facing support teams (CTS) to ensure best in class service standards for the product
• Become the subject matter expert on Platform and backend product operations to achieve program quality objectives
• Build and leverage relationships with global and regional Implementation and Support teams to influence and deploy improvements in processes and procedures.
• Work closely with regional and global product team members
• Reports to Vice President Send located in US – Purchase NY
[All About You
Experience/Education requirements
• Relevant business experience with demonstrated success on mission critical corporate initiatives
• Prior knowledge of MasterCard Send, Visa OCT or other Payments platforms a plus
• Strong passion and understanding of the importance of Project Management to the success of the initiative
Skills/Abilities
• Self-starter, strong analytical ability with good attention to detail and a proven track record of delivering success while operating within a team environment
• Strong oral and written communication skills with the ability to communicate with audiences at all levels
• Strong project management skills required
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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