Manager, Consumer Support Services

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, Consumer Support Services

Job Description Summary
Who is Mastercard?
Mastercard is a global technology company in the payments industry. Our mission is 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. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

The Global Customer Delivery & Care team is looking for a Consumer Support Manager to be first line of defense in elevating consumer servicing across a myriad of KPIs and SLAs. Holding Vendor/ Supplier/ Partner accountable for delivery of services within controlled budget expectations. Driving implementation of innovative solutions for Business/ Process improvement initiatives, self led or as a direct support to Global/ Regional internal and external Stakeholders.

Role
In this management position, you will:
• Manage 3rd Party Suppliers/Vendors and Partners who service end consumer experiences where you will be accountable for their performance to meet or exceed performance levels as set contractually.
• Identify opportunities to enhance Consumer Experiences through data points obtained from both internal and external means and proactively drive improvements.
• Accountable to manage and deliver on Financial metrics, both forecasting and re-forecasting.
• Manage key Business Stakeholders both internal and external.
• Adhere to GCD&C Governance processes.
• Manage and adhere to all regulatory and compliance requirements for self and entities you manage to remain compliant to Mastercard and Mastercard Technology Standards.
• Accountable to manage and deliver on Financial metrics, both forecasting and re-forecasting.

The ideal candidate for this position should:
• Have a clear mission that focuses on the attention of the consumer’s need to drive best in class Consumer Experience.
• Continually review business processes to understand relevancy, and to proactively recommend and drive improvements.
• Have expertise in delivering/ understanding process maps/ flows.
• Ability to effectively challenge and support the Vendor/Supplier/ Partner whilst holding them accountable for all key deliverables.
• An ability to confidently challenge the status quo.
• Analytical prowess.
• Be a strong, confident, and exacting writer and speaker, able to communicate effectively to a wide variety of stakeholders in weekly, monthly, quarterly business reviews.
• Always look for potential solutions to solve problems

Corporate Security Responsibility
Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and therefore, it is expected that the successful candidate for this position 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.

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.