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About the Role
The Technology Account Management team delivers technology and operations supporting North American Markets (NAM) customers by identifying their technology needs and solving them with MasterCard’s assets, tools, and services. This customer-facing role builds, grows, and manages the operational and technological relationship with Key Accounts.
Responsibilities
- Ensures resolution of day-to-day technical/operational issues, customer issues and/or as related to assigned delivery projects
- Identifies and delivers against customer and Mastercard business and corporate objectives, opportunities, and commitments
- Acts as central point of contact for customers and/or MasterCard customer representatives
- Partners with cross functional partners including Sales, Marketing, and Products throughout Mastercard supporting the internal development and implementation of any new product and/or technology enhancement and support
- Establishes close working relationships with internal and customer's executive- and decision-making-level contacts
- Enhances customer experience by driving business growth with portfolio optimization, emerging technologies, and finding faster ways to get work done with sustained quality
- Analyzes and improves customer operational performance and profitability through back-office reviews
- Identifies and arranges for training and communication of operational enhancements
- Participates in and contributes to account planning with customer and internal partners to prioritize strategic, mutually shared objectives
- Works with internal colleagues to ensure customer's compliance with all Mastercard technology enhancements
- Executes project initiatives and develops quantitative/qualitative reports
- Improves product offerings by communicating customers' feedback to Product Management and applicable internal teams
Requirements
- Demonstrated customer and relationship management skills and ability to build and maintain strong, positive working relationships at all functional levels within customer and internal MasterCard organization is essential
- Experience in payments business with preferred area of experience in credit and debit card operations (issuing and acquiring) - authorizations, clearing, settlement, and fraud & risk management
- Demonstrated successful Account Management experience
- Ability to manage complexity and simplifying for customers and key stakeholders
- Technology and operations related skills required; project management and implementation skills preferred
- Demonstrated operational excellence in managing escalations and timely responses
- Ability to grasp technology details and translate them into solutions and/or to address business opportunities
- Strong analytical/problem solving and planning skills
- Ability to quickly learn, explain and bridge the gap between the business, product and technology that supports it
- Ability to thrive and effectively collaborate in a dynamic, fast-paced, team environment that embraces giving, receiving as well as acting on feedback
- Ability and willingness to provide off-hours support to customers if needed
- College/University degree or equivalent work experience with emphasis on business, and information technology and/or bankcard industry experience
- Information technology and relevant industry experience preferred
- 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
- Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines
Skills
- Customer relationship management
- Payments business
- Credit and debit card operations
- Authorizations
- Clearing
- Settlement
- Fraud & risk management
- Account Management
- Complexity management
- Technology
- Operations
- Project management
- Implementation
- Operational excellence
- Escalation management
- Analytical skills
- Problem solving
- Planning skills
- Agility
- Urgency
- Quality output
- Communication
Location
- Toronto, Canada
Work Type
- Hybrid
Experience Level
- Manager
Education Level
- College/University degree or equivalent work experience
Salary/Compensations
- CAD $109,000 - $158,000
Benefits
- May be eligible to participate in a discretionary annual incentive program
About the Company
- 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.
Equal Opportunity
- Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.
- We hire the most qualified candidate for the role.
- In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.