Employer: MasterCard Nig
- Vacancy - Leader, Customer Delivery
- Requisition Number: 12979BR
- Budget Business Unit: International Markets
- Location: Lagos, Nigeria
Our Client
MasterCard Advisors, the professional services arm of MasterCard Worldwide, provides payments-focused consulting
, marketing, information and risk management services to financial institutions and merchants worldwide. With its unique category expertise, deep understanding of customer needs and successful track record in addressing complex challenges throughout the payments lifecycle, MasterCard Advisors addresses the challenges and opportunities of its clients, enhances MasterCard's strategic and tactical performance and establishes MasterCard's global thought-leadership pre-eminence.Leader, Customer Delivery at MasterCard, Nigeria, jobs, vacancy, recruiting
We are recruiting to fill the following position:
Job Title: Leader, Customer Delivery
Job Title: Leader, Customer Delivery
Responsibilities
Working with our banking partners or third-party processors, the position is responsible for bringing projects to fruition and successfully resolving processing issues of varying complexity to the customer’s satisfaction.
Participate in the pre and post sales process with the West Africa account teams in analyzing and providing subject matter expertise; Consultative support and proposing innovative solutions to specific/complex customer requirements; Collaborate with account teams in identifying revenue generating opportunities with key customers.
Project management
Manages projects from the project inception to implementation
Responsible for managing operational targets with Customers and/or the Processor Certification Plan with processors in key countries/markets
Coordinates and integrates operations and technology activities with customers to leverage MasterCard assets to obtain mutual objectives
Ensures activities, project assignments, problem resolution and reporting are coordinated
Clearly assigns responsibility for tasks and sets clear objectives
Monitors process, progress and results
Makes process improvements and changes to the project plan as necessary
Support MasterCard advanced payment products through successful deployment.
Manage and Support all Chip and Paypass implementations/migrations within the West Africa markets.
Dynamically manages its own portfolio of projects by tracking progress, reporting to PMO (for Critical Projects) and Management and escalating when necessary
Event management
Manages all operational issues and technical opportunities with top customer/processor accounts within assigned countries
Manages financial issues such as settlement / billing failures & address them in a timely fashion.
Manages all credit and debit operational issues for customers and/or processors and ensures compliance with all MasterCard technology enhancements.
Serves as a central point of contact for customer issues, concerns and needs
Takes time to understand and explore customer needs and acts at all times with the customer in mind
Ensures problems of varying complexity are resolved to the customer's satisfaction
Meets established deadlines and escalates issues which require additional resolution
Ensures technical & network related issues are resolved as needed by coordination with other corporate departments
Customer engagement
Analyzes and improves operational performance and profitability through reviews; training and communication of operational enhancements
Communicates and consults with members and/or processors regarding any operations and technology development opportunities
Analyses customer performance and uses MasterCard’s tools to identify areas of concern or performance and manages the issue to successful resolution
Ensures initiatives align with MasterCard business goals and processes are maintained to meet service and quality standards
Uncovers customer needs and identifies corresponding MasterCard products and solutions that might fulfill those needs; makes business development and market development colleagues aware of the corresponding opportunity
Transfer of knowledge
Undertakes customer training on-site on all aspects of MasterCard products and services
Conduct country wide forums as required to keep customers abreast of all the latest technologies and compliance updates.
Identifies Customer and Market needs that may require developments on the MasterCard infrastructure, and leverages the broader MasterCard organization (through the Regional portfolio manager) to get those developments prioritized and completed satisfactorily
Travel required
All other duties as requested
Requirements
- Bachelor’s degree in Business or equivalent work experience
- 5+ years relevant work experience with a core knowledge of data processing concepts and financial industry/banking operations practices
- Knowledge of the financial services and the payments/card industry
- Committed to quality with a strong focus on customer needs
- Strong interpersonal, verbal and written communication skills
- Strong computer skills
- A team player who easily builds relationships
- Work Location Nigeria - Lagos
How To Apply
Interested and qualified candidates should:
Click Here To Apply Online
MasterCard Nig HR Advice Every Candidate Applying for any post to subscribe for HR_Portal Notification HERE
The HR_Portal will Notify you of your file number after your application has been received.
Application Deadline Date
28th February, 2014.
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