Description
Our Purpose
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.
Title and Summary
Senior Analyst, Technology Account Management [Overview]The Technology Account Management (TAM) role, focused on external partners, is aligned with the MasterCard account teams. TAM team members are responsible for all aspects of the technology and operational relationship with the customer and are responsible for the customer's overall operational relationship with MasterCard. This specific position will be responsible for the relationship/portfolio of multiple MasterCard customers across EEMEA Region. The candidate will serve as an internal liaison with Account Teams, Global Product & Engineering (P&E), Product Delivery, Market Development and Operations & Technology (O&T). Ongoing responsibilities may include defining & initiating new system development needs, coordinating/assessing customer service, and ensuring flawless project execution by respective Customer Delivery and O&T functional areas
• Do you thrive in a fast-paced customer facing environment?
• Do you have a strong ability to influence and collaborate cross functionally with business and technology teams?
• Are you able to toggle between the fine technical detail of our business and that of our customers, and the broader strategic picture?
[Role]
• Ensures the end-to-end delivery of business initiatives for the market. Take ownership of the delivery of solutions after the sale has been completed by driving the initiation process of implementation with delivery units such as product delivery, franchise, and technology, to ensure internal and external satisfaction.
• Provides delivery solution inputs during pre-sales and customer business development support to account managers, to ensure that opportunities are assessed, and feasible solutions provided.
• Provides enhanced Program Management for digital strategic and complex initiatives. Maintain a work plan identifying responsibilities, deliverables and processes that must be executed to achieve results. Document and steer specific milestones.
• Partners with EEMEA, IMK, Global P&E, and O&T to support (where possible) the development and implementation of any new product and/or technology enhancement that would complement MPGS offering but not limited to.
• Supports production launch success and operational temperatures with account teams and customer through quarterly operation reviews.
• Acts as escalation contact for all service level and operational issues
• Analyze & optimize customer operational performance when needed. Involve and liaise with the dedicated Customer Technical Services (CTS) resources to ensure optimal operational support.
• Participates with P&E team experts to develop the packaging of professional services for commercial deployments.
• Participates in initiatives to improve Mastercard services and delivery processes.
• Identifies customer needs & arrange for training.
[All About You]
• Strong payment skills and the ability to transform opportunities into business solutions. At ease with analysis of business needs and the ability to provide expertise and feedback technical & business components.
• Business consulting and/or payments onboarding experience preferred.
• Ability to support customer delivery engagements towards customers.
• Strong core payments and processing understanding preferred.
• Excellent customer-facing skills, including good communication & negotiation skills.
• Must demonstrate effective leadership and take ownership.
• Strong analytical/problem solving skills.
• Good personal organization & priority management skills.
• Team player, but also able to work independently.
• Agile project management understanding strong plus.
• University education or equivalent work experience with emphasis on business, and information technology and/or payment or bank card /mobile industry experience.
• This function is based in Cairo, Egypt, and may require travel (up to 50%)
• English, Arabic & French Speaker preferred
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
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, and
Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.
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