Manager, Cardholder Services Product Management Job Listing at Mastercard in Singapore (Job ID R-267950)

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

Manager, Cardholder Services Product Management Drive Innovation. Elevate Travel. Unlock Revenue.

Join Mastercard's Cardholder Services team—where innovation meets impact. We're redefining the travel experience for millions of cardholders across Asia Pacific by delivering premium airport benefits that drive loyalty, engagement, and revenue.

This role includes:
- Responsible for the development of core, optional and fee-based card benefits products (including Global Services) for AP.
- Develop product sales, marketing operations and delivery strategy for particular geographic region.
- Ensure the successful implementation and on-going delivery of card benefits programs for Cardholder Solutions on a local basis with global and regional vendors.
- Ensure the swift resolution of all issues related to the delivery of CS card benefits services.

Role:
- Strategy, Product Development, effective growth strategies and best in class delivery and management, through excellent management of partner and Mastercard services.
- Identifies and develops new card benefits for commercialization either on core, optional or fee-based basis, with a principle focus on Airport and Travel Services Provides strategies and develop concepts with sound commercialization to enhance and expand existing product capabilities and further differentiate product lines to create opportunities within the AP region.
- Collaborate and partner with Core Products / Emerging Payments to ensure that Cardholder Services propositions are embedded in Go to Market initiatives, within the region.
- Lead the integration and implementation of product and service enhancements in the region, effectively aligning capabilities to ensure smooth execution.
- Drive commercialization of product across entire AP region.

Sales/Marketing
- Build technical and market expertise to ensure existing products new capabilities effectively address customer needs
- Initiates and directs qualitative and quantitative market research to validate trends and competitive opportunities, within the region.

Operational
- Monitor measure and report on the performance of CS product line in terms of quality and profitability. This includes product SLA definitions.
- Support Account Management/Sales as well as Regional Management requests to review customization of existing Products to support a specific request.
- Reviews partner/vendor performance and ensure quality delivery of products or services. Monitor expenses against budget and assist with development of P&L
- Comply with all regulatory procedures, information security requirements and contract policies, within region.
- Identifies future best in class business partner(s) and vendors and participates in the negotiation of appropriate contracts. Ensures the effective development and execution of project plans that are created in collaboration with internal CS personnel, regional stakeholders, vendors and the issuers.
- Ensures that established processes to review and sign-off of all project deliverables by internal and external stakeholders are adhered to - to follow our operational excellence strategy.
- Accountable for ensuring that all projects are implemented in accordance with Cardholder Servcies implementation standard
- Ensures team effectively collaborates with all internal and external stakeholders to quickly manage the resolution of implementation risks and issues and appropriately escalates as needed

Financial
- Drive profitable growth of card benefits products through revenue expansion and cost control.
- Accountable for monitoring vendor expenses to ensure alignment with regional budgets. Manage development of P&L and pricing for services provided by service providers
- Work with with partner vendors to identify ways to increase efficiencies and reduce expenses.

All About You:
- Bachelor's degree or equivalent experience required
- 7+ years total experience
- 7+ years experience Product Management, Product Development, Sales/Account Management
- Credit Card, Financial Services or Service industry (like concierge, assistance, insurance) experience preferred
- Experience in design of customer service programs across multiple channels highly preferred
- Experience with MS Project and Excel and PowerPoint.
- Six sigma training and demonstrated project management experience

Functional Skills Required:
- Strong relationship and communication skills are necessary to collaborate with regional and vendor partner relationships, and product owners across MasterCard to drive results
- Demonstrated general management skills and experience including vendor management, technology development, and customer service management
- Ability to work on projects and recommendations that are global in scale and while supporting local needs
- Re-engineering experience is desirable given the need to continually improve the programs' economics and quality
- A passion for the customers with demonstrated experience with Voice of customer, benchmarking and analysis
- Excellent analytical skills are essential to analyze Cardholder Experience research data to formulate improvement recommendations
- Analyzes problems & develops recommended solutions
- Effective collaboration and cross functional partnering
- Project Management

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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