Vice President, Market Delivery, Southeast Asia Job Listing at Mastercard in Kuala Lumpur, Federal Territory of Kuala Lum (Job ID R-260333)

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

Vice President, Market Delivery, Southeast Asia Overview

SEA division is the AP's largest and fastest growing division in AP. Countries in SEA have vastly different economic, cultural, language and regulatory profiles. Market growth and potential varies by levels of market maturity and potential. Our solutions focus on high-tech solutions and premium services, with some markets to drive scale through cost-effective solutions and others that prioritise foundational infrastructure and financial inclusion. All of these dynamics create differing levels of focus, approach and customer management.

The Customer Delivery team in Southeast Asia (SEA) plays a pivotal role in ensuring the successful deployment of Mastercard products and services across diverse markets including Malaysia, Indonesia, Singapore, Thailand, Vietnam, and the Philippines. This role leads strategic delivery initiatives, manages senior directors, and ensures a differentiated customer experience. This role acts as a strategic consultant across all aspects of product and service launches, working closely with internal and external stakeholders to grow Mastercard's market share in SEA.

Role

- Strategic Support and Execution - Actively support the development and execution of the South East Asia Division and respective country strategy as a core member of the management team, and contribute to its long-term success and alignment with broader organisational goals. Drive growth in SEA delivery revenue streams (implementation, Academy, project & program management).

- Client Relationship Development - Establish, maintain, and nurture strong relationships with the CIOs and CTOs of key clients and processors, ensuring trust and collaboration that drive mutual success.

- Organizational Structure Refinement - Lead efforts to continuously refine the function's organisational structure in alignment with the evolving business strategy, optimizing team efficiency and effectiveness.

- Operational Relationship Management - Oversee day-to-day operational relationships with all customers in the market, ensuring seamless internal coordination and clear communication within clients' organizations to enhance service delivery. Act as escalation point for delivery issues, ensuring resolution and customer satisfaction.

- Collaborate cross-functionally with Sales, Product, Franchise, Technology, and regional/global teams to ensure product readiness and seamless execution. Serve as a subject matter expert during customer engagements, supporting pre-launch planning and post-launch optimization.

- Best Practices Identification and Sharing - Identify and document key best practices (e.g., successful deals, product/process constructs) and share these insights with the Customer Delivery management team. Actively adopt best practices from other division leads to drive consistency and innovation.

- Process Improvement and Customer Experience - Continuously identify, recommend, and implement process improvements to optimise delivery, while maintaining a global perspective. Ensure post-implementation reviews are conducted to derive actionable insights and enhance the overall customer experience, with a focus on simplifying and streamlining Mastercard's onboarding process.

- Business Optimisation Initiatives - Lead business optimisation initiatives such as authorisation improvements and business process management, ensuring enhanced efficiency and effectiveness across all markets. Guide new product and technology launches, including first-time deployments and market-specific adaptations.

- Education and Product Advocacy - Educate key stakeholders (issuers, acquirers, merchants, etc.) on the value of new products and functionalities, demonstrating how these innovations can enhance their business outcomes.

- Represent SEA in global forums to share regional insights and influence global delivery strategies.

- Incident Resolution and Escalation - Serve as the primary escalation point for resolving operational incidents that could impact customers significantly. Ensure all issues, regardless of complexity, are resolved to the customer's satisfaction, and take accountability for the overall delivery experience with Mastercard.

- Talent Development and Long-Term Planning - Partner closely with HR to plan for the function's long-term talent needs, ensuring the grooming and development of top talent to meet the division's evolving demands and business objectives.


All About You

- Proven senior leadership experience, preferably in SEA or other emerging markets.

- Experience in payments, credit, prepaid, mobile, e-commerce, EMV, or contactless technologies.

- Strong ability to translate technical concepts into business solutions.

- High learning agility, intellectual curiosity, and comfort with ambiguity.

- Proven ability to manage complex, multi-market projects with measurable outcomes.

- Strong interpersonal and stakeholder management skills across diverse cultures and organizational levels.

- Demonstrated success in project management, problem-solving, and cross-functional collaboration.

- Familiarity with Mastercard products and delivery practices is advantageous.

- Project Management certification is a plus but not 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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