Manager, Customer Technical Services

Manager, Customer Technical Services
**Our Purpose**
We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.
**Title and Summary**
Manager, Customer Technical Services
Who is Mastercard?
Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.
Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.
Overview
Customer Technical Services (CTS) acts as a single point of contact for Schemes, Participants, business, and internal business partners, analyzing a wide variety of customer inquiries and providing end to end ownership of issues.
CTS provides first and second level technical support as well as drives system processing changes on behalf of Mastercard customers. Takes intelligence gained from servicing customers technical needs and provides feedback on business and process improvements to improve the customer experience.
Role
- Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard
- Responsible for overall satisfaction and retention of these business customers through knowledge of their core business and products
- Builds long-term customer relationships and ensures timely response and resolution of issues
**Responsibilities**:
- Elevates customer experience by managing day-to-day customer support services across all service support programs for customers and strategic partners that have product and service agreements with Mastercard
- Contributes to the development and maintenance of customer relationships to ensure satisfaction and retention of current customers
- Partners with business partners to manage internal development and implementation of any new product or enhancement ensuring that customer 'voice' is taken into account
- Leverages technical expertise and high level understanding of Mastercard products/services to guide teams on resolution efforts
- Addresses and resolves to complex customer issues escalated by customer service team
- Create and maintain Team Shift Schedule (Team operates in 24/7 Shifts)
- Drives team performance to deliver against established Key Performance Indicators and reduce inefficiencies in customer service delivery
- Assists with process improvement efforts and initiatives associated with optimization of resources and customer service delivery
- May perform financial analysis, planning, forecasting, and budget tracking
- Manages a team, conducts goal setting and performance appraisal processes, mentors and coaches team members
Experiences
- Demonstrated success in leading day-to-day customer support operations and activities across all technical service support programs
- Demonstrated success eliminating inefficiencies and driving team performance against established Key Performance Indicators
- Experience implementing new products or product enhancements with the Voice of the Customer as a priority
- Excellent written and verbal communication skills
- Experience in card operations with emphasis on authorizations, clearing, settlement and real-time payments is a plus
- Proven ability to interface directly with customers on most challenging/complex issues
- Experience supporting implementation of new products or product enhancements with the Voice of the Customer at the forefront
- Experience implementing process improvements according to standard procedures
- Willing to work in 24/7 shift environment
- Proactively seek out opportunities to improve support, software, and user experiences.
Familiar with ITIL framework
**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