Vice President, Technology Account Management Job Listing at Mastercard in Tokyo, Tokyo (Job ID R-268910)

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, Technology Account Management Vice President, Technology Account Management, Japan
Overview

Japan Division is a fast-growing division in AP. Our solutions focus on high-tech and premium services to drive scale through cost-effective offerings, as well as those prioritising foundational infrastructure and financial inclusion. All of these dynamics create differing levels of focus, approach and customer management.
The Technology Account Management team in Japan plays a pivotal role in ensuring the successful deployment of Mastercard products and services and managing operational and technical customer relationships. This role leads strategic delivery initiatives, manages senior directors, and provides 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 Japan. This position reports to the Japan Division President with dotted reporting to the Regional Customer Delivery Lead.

Role

- Demonstrated and proven people leader
- Strategic Support and Execution - Actively support the development and execution of the Japan 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 Japan delivery revenue streams (implementation, Academy, project & program management).
- Represent Japan on the GCD&C AP Leadership team to contribute and drive the success of all GCD&C teams in Japan (TAM, Product Delivery, CIS, Care)
- 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 organizational 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 an escalation point for delivery issues to ensure quality resolution, speed and customer satisfaction.
- Collaborate cross-functionally with Sales, Product, Franchise, Technology, and regional/global teams to ensure seamless execution of products and services. Serve as a subject matter expert during customer engagements, supporting pre-launch planning and solutioning and post-launch optimization.
- Best Practices Identification and Sharing - Identify and document key best practices 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 optimize 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 Optimization Initiatives - Lead business optimization initiatives such as authorization 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.
- In partnership with the account management team, ensure customer compliance against all Mastercard initiatives, mandates, technical releases and operational requirements
- 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 Japan in global forums to share regional insights and influence global delivery strategies.
- Incident Resolution and Escalation - Play a critical role in ensuring customer satisfaction during Incident response:
• Single Point of Contact: Act as the main link between customer and internal teams
• Initial Response: Join TRT, explain situation to customer, provide updates
• Communication Management: Share customer needs internally and keep progress updates flowing
• Post-Incident: Review PIR and share with customer, lead follow-up meetings
• Escalation: Coordinate and resolve issues if customer raises concerns or requests extra support
.
- Talent Development and Long-Term Planning - Partner closely with HR to plan for the function's long-term talent needs, ensuring the grooming, coaching and development of all talent to meet the division's evolving demands and business objectives.

All About You
- Proven senior leadership experience with prior people leadership and managerial expertise in driving an effective team, preferably in Japan. Installed formal coaching, learning, development, and rotation programs to elevate and improve team performance
- Experience in payments, credit, prepaid, mobile, e-commerce, EMV, and 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.
- Strong communication skills and stakeholder management, which included Business English capability in addition to native level Japanese capability
- 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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