Manager, Customer Delivery

  • Competitive
  • Manila, National Capital Region, Philippines
  • Permanent, Full time
  • MasterCard International Singapore
  • 15 Dec 17 2017-12-15

Manager, Customer Delivery

Who is Mastercard?

We are the global technology company behind the world's fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.

Job Title

Manager, Customer Delivery

Overview:

The Manager, Customer Delivery will be the primary day-to-day operational contact for customers in their market, responsible for all aspects of the operational relationship with the customer. This role requires a thorough understanding of the customers' business plans, operational environment and use of MasterCard products/solutions. Ongoing responsibilities may include defining & initiating new product/system development needs, coordinating/assessing customer service requirements, and ensuring flawless project execution.

Role

Reporting to the Philippine Country Manager and working with AP & SEA Customer Delivery, this position leads (a) the successful deployment of MasterCard products and services into the Philippine market and (b) the customer-level management of on-going product and service concerns routinely raised by customers.
This position is expected to deliver the product and service to customers in a manner that differentiates MasterCard services and helps achieve overall market business objectives.

• Manage the successful completion of all delivery projects for assigned products in the Philippine market with a differentiated customer experience
• Escalate serious or potentially damaging product or service issues to the appropriate MasterCard internal organization
• Collaborate with various internal constituencies to ensure the successful delivery of products. Collaboration generally spans cross-functionally and may span across regions as many projects have specific regional and / or global implementation requirements
• Manage all projects to success metrics established with the customer and ensure application of Product Delivery best practices & methodology.
• Create an expected experience for MasterCard customers when deploying MasterCard products & services and positively influence brand preference
• Provide subject matter expertise during customer discussions, supporting Sales and Consulting teams during sales and pre-launch activities
• Conduct all client and new program implementation kick-off meetings, including travel to client to facilitate project discussions
• Establish and maintain effective working relationships with client and partner organizations (Market Development, Expert Sales, Franchise, Customer Relations, MasterCard Technologies and Client) to set project launch objectives and manage deployments
• Lead the development of product delivery maps that articulate all assets and functions within MasterCard to be coordinated for successful product/program deployments
• Identify all roles and responsibilities for all functions within MasterCard to be coordinated for successful delivery of MasterCard products and Services within the Philippines
• Manage key strategic delivery efforts within the Philippine market including first time deployments of new product and services and first time deployments of new technology not widely distributed in market
• Apply lessons learned to guide how new products and services can be delivered in the region, providing subject matter expertise on how customers can deploy and utilize new products and services being brought to market

All about you:

• Deep understanding of technical and operations within financial services
• Strong and proven experience in the payment industry
• Ability to grasp the complex business requirements
• Ability to identify issues before they develop into problems; proactively resolve issues directly or through escalation to appropriate partners
• Extensive, proven project management, problem solving and planning skills with a demonstrated record of success managing multiple projects
• Understand customer and constituent needs, marketplace dynamics, industry trends and the competitive landscape
• Experience working across multiple levels and functions; able to clearly communicate complex technical and business information in an easy to understand manner
• Strong project management capabilities - strategic, highly organized and able to attend to critical details
• Proven technical and operational experience in financial services
• Relevant tertiary qualifications or extensive equivalent industry experience

Equal Opportunity Employer