Manager: Technology Account Management at Mastercard

Overview

The Technology Account Management, TAM role, focuses on external partners, is aligned with both Mastercard account management & cross-functional teams. TAM team members are responsible for all aspects of the technology and operational relationship between Customers and Mastercard. TAM team members must have a thorough understanding of the customers’ business plans, strategic priorities, operational environment, and use of Mastercard products/services.

In addition, the TAM representative liaises with other cross-functional teams such as Product and Operations/Technology as new opportunities are identified, or capabilities leveraged. Ongoing responsibilities may include defining & initiating new system or product development needs, monitoring customer service quality, and ensuring flawless project execution by respective functional areas.

Role

• Engage Account Mangers as part of Account Planning, coordinate and integrate annual and ad hoc business planning with customer and internal partners to prioritize strategic, mutually shared objectives.
• Build solid relationships with internal cross-functional partners, ensuring customer and market needs are being communicated and being met
• Identify and deliver against customer and Mastercard corporate objectives, opportunities, and commitments.
• Lead customers through the transition from sale to implementation; clarify project scope and customer readiness to implement during project initiation and ensure internal stakeholders are clear on products/services implementation requirements with customers
• Monitor post-implementation customer service quality, providing Voice of Customer feedback to improve quality
• Provide Voice of Customer input into proposed product development initiatives, in addition to potential rule changes
• Build, grow, and manage operational and technical relationships with Customers
• Leverage market, customer, operational, technology expertise to provide key inputs into solution design of key initiatives and market level opportunities
• Act as escalation point during implementation of customer implementation projects to ensure customers’ and Mastercard’s needs are met.
• Grow and manage close strong working relationships with customer's executive and decision-making-level contacts.
• Develop and maintain strong working relationships with key vendors in areas such as payments processing, network infrastructure and digital technology
• Identify customer needs and communicate operational enhancements to relevant internal stakeholders
• Act as Trainer to deliver our Mastercard Academy content to customers
• Guides customers to ensure their compliance with all Mastercard technology enhancements and mandates
• Identify opportunities to optimize Mastercard and customer revenue by utilizing existing technology capabilities, services or through innovation and development of new capabilities & ecosystems
• Leverage relationships with customers and vendors to identify sales leads and share such opportunities with Account Managers and Business Development teams/Expert Sales
• Represent Mastercard at regulatory meetings including and not limited to the Payments Association of South Africa, PASA, South Africa Reserve Bank SARB and Banking Association of South Africa, BASA.

All About You

• Ability to work effectively across all segments of Mastercard and customers’ organization.
• Extensive knowledge and demonstrable application of customer service principles and financial industry/banking operations and business practices.
• Ability to grasp technology details and translate them into solutions and/or to address business opportunities.
• Extensive knowledge of credit and debit card operations, issuing, acquiring, and processing, with emphasis on authorizations, clearing, settlement and fraud and risk management.
• Project management and implementation skills preferred
• Technology and operations related skills required
• Interpersonal and negotiation skills required.
• Strong analytical/problem solving and planning skills.
• Articulate and creative, adept at delivering presentation to executive level audiences.
• Must possess solid knowledge of business drivers, technology solutions and players, best practices employed across all stakeholders, Mastercard products & rules, and competitor solutions, and regulatory implications
• Competent to analyze business needs and develop a course of action that effectively integrates technical components and business components and organize a solution process that includes appropriate cross-organizational participation yielding quantifiable results for Mastercard and customers.

Due to COVID-19, most of our employees are working from home. We’ve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely. We value the safety of each member of our community because we know we’re all in this together.