Manager, Customer Technical Services-R-223666

Our Purpose

We work 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. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Title And Summary

Manager, Customer Technical Services

Customer Technical Services (CTS) in Global Customer Care (GCC) is creating a new team to support Mastercard Payment Services. The team is based in Copenhagen and Norway and will act as the single point of contact to Schemes, Data Centrals, Participants and Business for their technical queries and or solve any issues with support coverage of 24/7.

Role

• Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard
• Responsible for overall satisfaction and retention of these business customers through knowledge of their core business and products
• Builds long-term customer relationships and ensures timely response and resolution of issues
  
  
  

• Elevates customer experience by managing day-to-day customer support services across all service support programs for customers and strategic partners that have product and service agreements with Mastercard
• Contributes to the development and maintenance of customer relationships to ensure satisfaction and retention of current customers
• Partners with business partners to manage internal development and implementation of any new product or enhancement ensuring that customer 'voice' is taken into account
• Leverages technical expertise and high level understanding of Mastercard products/services to guide teams on resolution efforts
• Addresses and resolves to complex customer issues escalated by customer service team
• Create and maintain Team Shift Schedule (Team operates in 24/7 Shifts)
• Drives team performance to deliver against established Key Performance Indicators and reduce inefficiencies in customer service delivery
• Assists with process improvement efforts and initiatives associated with optimization of resources and customer service delivery
• May perform financial analysis, planning, forecasting, and budget tracking
• Manages a team, conducts goal setting and performance appraisal processes, mentors and coaches team members
  
  
  

Experiences

• Demonstrated success in leading day-to-day customer support operations and activities across all technical service support programs
• Demonstrated success eliminating inefficiencies and driving team performance against established Key Performance Indicators
• Experience implementing new products or product enhancements with the Voice of the Customer as a priority
• Excellent written and verbal communication skills
• Experience in card operations with emphasis on authorizations, clearing, settlement and real-time payments is a plus
• Proven ability to interface directly with customers on most challenging/complex issues
• Conduct Service Operation meeting reviews with internal and/or external stakeholders
• Experience supporting implementation of new products or product enhancements with the Voice of the Customer at the forefront
• Experience implementing process improvements according to standard procedures
• Willing to work in 24/7 shift environment
• Oversee Process maps, SOP & technical documentation for internal use
• Proactively seek out opportunities to improve support, software, and user experiences.
  
  
  

Familiar with ITIL framework

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.
  
  
  

R-223666