Vice President, Customer Delivery SA&SSA at Mastercard

Job description

Context

The Customer Delivery market based role ensures the well planned and timely delivery of MasterCard’s Products & Services to Customers. It is also responsible for managing the day to day operational relationship with customers and acts as focal point for customer support issues, as well as for lifecycle developments such as Releases and other technology updates.

Role Summary

This role encompasses the management of the Customer Delivery leads based in markets, supporting the Mastercard local teams and Customers. The Key focus areas are: Customer Relationships, Program management, Point of escalation, market implementation pipeline and delivery prioritization with the business owners in market. Other critical areas include; Operations business optimization, network capacity planning, customer/market readiness assessments, Vendor management, Strategic merchants operation management, customer training and project scoping.

Major Accountabilities

• Manages day-to-day business operational relationship management for all customers located in market, and coordinates internally and within customer's own organizations
• Responsible for operational reviews with customers at senior level.
• Maintains strategic business relationships with both technical & business contacts, acting as the key point of contact for customer senior management (CIO's, COOs, Head of Cards, etc).
• Ensures timely resolution of all issues that have been escalated, either internally or by the customer.
• Educates all constituents (issuers, acquirers, merchants as required) on how new products and functionalities may contribute to their business
• Identifies customer needs and drives regional roll-out plans for customer training and communication of
• Plays a lead role in refining the function's organizational structure, based on our evolving business strategy
• Works closely with HR to plan for the long-term talent needs for the function and grooms top talent as organizational resources
• Travel within Africa markets a key requirement

Key Required Skills

• In-depth experience with account management, technical sales or technical implementation across all of MCI's product/service offerings
• Extensive track record and success in technical implementation for complex customer accounts across multiple teams/geographies
• Expertise in credit and debit card operations with emphasis on authorizations, clearing, settlement, reconciliation, training and fraud
• Experience supervising and coaching teams to serve complex client accounts

Equal Opportunity Employer