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
Senior Specialist, Program Management OVERVIEWThe Cardholder Services team is looking for a Senior Program Management Specialist who can act as a business owner and maintain relationships with key customers and markets, consistently innovating and problem-solving to drive our Cardholder Services strategy forward. The ideal candidate should possess a passion for demonstrating the value of our Cardholder Services, enhancing customer experience and nurturing the relationship scoping expansion opportunities, be highly motivated, have an analytical and intellectually curious mindset, and possess an entrepreneurial spirit.
ROLE
In this customer-facing position, you will:
Work with internal markets, customer account managers, financial institutions, Fintechs, in the Western Europe market to showcase the added value of our Cardholder Services identify business opportunities, resolve operational issues, and deliver Cardholder Services.
Prepare regular customer-facing documents to demonstrate the value of our products.
Be responsible for operating customer programs with excellence, ensuring quick and accurate responses to key stakeholders, and managing escalations and customer expectations.
Lead the program management and assist in implementing new Cardholder Services products, both one-to-one and market-wide initiatives.
Work with internal Mastercard teams to analyse internal and external stakeholder needs and issues.
Take responsibility for driving Cardholder Services revenue through existing customers.
Prepare documentation about industry trends and market insights to be shared with internal and external stakeholders, as well as support the development of internal knowledge documents such as case studies and industry best practices.
Acquire and maintain a deep understanding of supported services to train customers and internal stakeholders.
Need minimum guidance on execution, be responsible for your work assignments, and take the initiative to resolve issues and meet deadlines.
Support the development of Cardholder Services sales strategy and objectives and provide training, material development, and product expertise for sales.
Collaborate with third-party vendors to deliver valuable products and services to existing customers on time.
All About You
Customer-facing experience
Experience in the delivery of large, complex projects/programs of diverse sizes in a cross-functional, multicultural environment
Bring interesting & relevant industry perspectives, insights and ideas to key stakeholders in the customer organisation
Strong interpersonal communication and presentation skills.
Able to report on issues, risks, progress, timelines etc., accurately and summarise effectively offering analysis, options and credible solutions
Able to handle multiple priorities, work independently, think laterally and manage multiple issues under the pressure of conflicting constraints and limited resources.
Attentive to details with an ability to understand and manage both operational and customer management processes
All About Your Education & Skills
Experience in product management, customers account management, and project management
Bachelor's degree or equivalent qualification
Comfortable with significant customers interaction and interest in building relationships
Advanced Excel and PowerPoint skills required
Language skills: proficiency in English and French is required. Spanish is considered a plus.
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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