Senior Specialist, Product Management

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

Senior Specialist, Product Management

Overview
• The Cyber and Intelligence Solutions (C&I) team at Mastercard delivers technology, products, and services that facilitate seamless, fast and secure payments across the network and the internet of things (IoT). These solutions leverage the latest technology, a vast array of data resources, and artificial intelligence (AI) to provide services that benefit the entire payments ecosystem.
• Additionally, the goal of C&I is to protect and ensure the integrity of the payment system including physical and digital channels by delivering fraud management and mitigation products that address the entire account lifecycle and work equally to ensure a positive experience for consumers.
• The Specialist, AI Fraud & Security Solutions will execute the strategy of Expert Support, to help customers see the full value of the C&I Artificial Intelligence suite of products by maximizing product usage through:
o Improved visibility of customers performance on risk management across portfolios
o Improved customer knowledge and understanding of Mastercard's fraud solutions
o Increased and optimized utilization of Mastercard's fraud solutions
o Optimized usage of the Mastercard network and authorization strategies
• The key responsibilities of this role include the following:
o Engage regularly with customers to capture their experiences with our services and identify opportunities for continuous improvement
o Analyze customer performance and trends for risk management KPIs
o Collaborate closely with product leads both regionally and globally to drive customer engagement and provide feedback to the product development and management teams.
o Identify areas of product cross sell among the suite of AI fraud solutions.
o Build case studies and reports at a regional level to incorporate in internal and external communications.
• Have you worked closely with clients to improve process?
• Are you capable of solving complex issues that drive new and insightful results?
• Is your next job one that will influence the performance of fraud globally?
Role
• Assess customer’s authorization and fraud performance via structured data
• Generate authorization and fraud performance presentations that reflect the customer’s reality
• Capture customer’s understanding of Mastercard’s AI based fraud solutions and tailor training session to level set knowledge
• Build and deliver risk performance review
• Build and deliver product utilization review
• Support customers during fraud attacks
• Manage customer onboarding activities
• Communicate customer feedback to appropriate teams to enhance the client experience
• Assist with customer training and creating best practice documentation including industry knowledge and platform use
• Support the resolution of customer specific issues/concerns

All About You
• Bachelor’s degree in business, marketing, finance, information systems or a related field.
• Experience in fraud management
• Experience in customer relationship management
• Technologically savvy with the ability to understand and translate complex technical details into simple business concepts.
• Strong analytical skills with ability to mine and interpret data.
• Strong organizational skills with the ability to learn quickly and multi-task across multiple projects concurrently in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Experience interacting with customers and asking effective, forward thinking questions
• Knowledgeable in key metric identification for driving and maintaining healthy business performance.
• Must have excellent computer skills and be highly proficient in the use of Ms Word, Ms Excel, PowerPoint, which will be necessary in the creation of visually and verbally engaging reports and presentations.
• Flexible and solution-oriented, comfortable dealing with ambiguity
• Excellent relationship building skills; able to build and maintain strong, positive working relationships across multiple business functions and region

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.