Manager, Customer Technical Services

JOB DESCRIPTION

Our Purpose

Title and Summary

Manager, Customer Technical ServicesProvide Regional operational and technical management support for Global and Regional customers by analyzing proactively a wide variety of operational programs, determine needed actions, and follow through to resolution. Interact with customers and regional teams to provide information in response to inquiries about products or services and handle and resolve or coordinate the resolution of customer issues. Demonstrate leadership qualities on a regular basis, displaying mentoring ability, project leadership and delegation on an as-needed basis, follow-through, team participation, and self-management.

Major Accountabilities :

• Responsible for Management of Regional customer operational performance program, provide the customers of proactive recommendations and provide the region of continuous updates of customers performance.
• Coordinate with the team members in each country the successful execution of the programs.
• Provide Operational Support to regional / country Business teams and functional teams in the development and implementation of new projects and products / services when it is required by Business Partners.
• Establish trusted working relationships with customer’s technical / operations staff that permits MasterCard to develop an understanding of their main operational and technical necessities.
• Establish a relationship that permits MasterCard to develop an operations-based understanding of Global and Regional key customers in Europe region, and their main technical necessities.
• Reinforce the opportune and proactive communication to the customers, focusing on covering the key operational elements that help our customers to reach operational excellence and eliminate mistakes or omissions that cause reputational and financial risks.
• Support customer operational needs, and provide customers with a liaison to other technical, business and functional teams
• Be aware of the operational needs of each country in the region and the customers, and align their needs and opportunities with MasterCard products and services.
• Single point interface for second level operational support, including operational training needs, for our key customers
• Track all reported production issues to full closure (resolution of root cause)

Knowledge / Experience :

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.