Associate Managing Consultant, Specialized Product Delivery
Full time
at Mastercard
in
UAE
Posted on February 8, 2025
Job details
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
Associate Managing Consultant, Specialized Product Delivery - Cards Operations Specialist Support in managing all Operational and Administrative activities within client’s card Operations and maximize the profitability of the cards business by ensuring that such activities are carried out with maximum efficiency, security & control and that quality service is provided to both internal & external customers by agreed service standards, managing costs through operational efficiencies, controls, and optimized staff performance through motivation, guidance & training.- Support review of card operations activities from card production to delivery to identify any gaps and recommend opportunities for improvements through process, technology, outsourcing, etc.
- Support review of card settlement and reconciliation activities to identify any gaps and recommend opportunities.
- Support in conducting a detailed drill down of the cards issuing and acquiring GL structure to understand entries and allocations to identify gaps and present/execute remedial action plans.
- Support review card authorization/approval rates to present remedial actions and improve customer experience.
- Support review chargeback and dispute resolution process to identify weaknesses and provide support.
- Support and provide guidance on validation of cards business profit and expense lines to identify any leakages and optimize P&L.
- Support to develop and maintain a robust Card Operations for cards business and ensure that the operational procedures conform to the client’s standard of quality, operational efficiency, and controls.
- Support operational health of Card Operations through constant process improvements including process/system solutions for improved service, efficiency, controls, and security of operations.
- Continuously review, recommend and implement improvements/enhancements to operational procedures & workflow within Card Operations.
- Help client to establish and monitor operational performance standards, service standards, and service level agreements for all aspects of operational performance/service delivery within Card Operations.
- Work closely with Service Quality functions to ensure effective complaint management & handle customer complaints and inquiries when escalated.
- Ensure that all facilities within Card Operations are always maintained in good condition to eliminate possible downtime.
- Provide counseling, mentoring, motivation, guidance, and training to all staff in Card Operations to ensure that performance is optimized through a high level of staff morale/initiative/development.
- Work closely with Sales functions & Branches to ensure that all operational support is addressed whenever a new product or new product features are launched in the market.
- Work closely with Projects & IT to ensure that all operational supports are addressed on new system initiatives/enhancements/on-going business needs.
- Maximize both internal and external customer satisfaction through customer-focused operations and policies, implementation and monitoring of service standards, and effective complaint management.
- Keep Head of Operations advised of any material operational/process weaknesses and non-compliance with controls in Card Operations.
Execution and Implementation
- Support in delivery of large programs for clients from initiation to benefit realization.
- Successful execution of projects across different clients/businesses, identifying and mitigating risks, solving issues, developing plans, and ensuring they are implemented in line with agreed timescales, budgets, and quality criteria.
- Develop strong bonds with clients that endure beyond a particular assignment, serving as a go-to resource for client staff.
- Identify new business opportunities to support clients with Mastercard solutions.
Qualifications/Expectations Required
- 7 to 9 years of experience in managing Card Business Operations and must have thorough knowledge of all aspects of Card Operations including Visa/MasterCard regulations.
- The candidate should have prior experience in cards operations/cards technology and must be well versed with various card-related systems and processes.
- Experience as Operations Lead for a large bank would be preferred.
- The candidate should be able to conduct a detailed gap analysis of processes, controls, structures and provide remedial actions.
- The candidate should have excellent delivery and project management skills to execute remedial actions by working with various stakeholders across the cards ecosystem.
- Chargebacks, settlement, and reconciliation experience is a must.
- Analytical skills.
- Willingness to travel.
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks come 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;
- Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
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