Director, Technology Account Management

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

Director, Technology Account Management

Job Description Summary
Director, Technology Account Management

OVERVIEW:
The Canada Technology Account Management team is responsible for delivering all technology and operations supporting North American Market customers. This team identifies customers’ technology needs and solves them with MasterCard’s technology assets, tools, and services. This role is suited to somebody who enjoys a bird eye-view to different areas of Mastercard products and businesses.

ROLE:
Reporting to People Leader, Director, Technology Account Management; In this customer-facing position, the Director Technology Account Management, will build, grow, and manage the operational and technological relationship with Key Accounts in market (including issuing/ acquiring members, and/or processors)

• The ideal candidate will be experienced in the Payments Industry with understanding of the business technology and the ability to translate that into customer solutions to address business opportunities.
• Ability to enhance customer experience by driving business growth with portfolio optimization, emerging technologies and find faster ways to get work done with sustained quality.
• Identify and deliver against customer and Mastercard business and corporate objectives, opportunities, and commitments.
• Quick to identify opportunities to help Mastercard expand its offerings to customers.
• Ability to manage complexity and think strategically.
• Ability to quickly learn, explain and bridge the gap between the Business, Product, and Technology that supports it.
• Work with a sense of agility, while delivering quality output to customers and internal partners
• Ensures resolution of day-to-day technical/operational issues, customer issues and/or as related to assigned delivery projects
• Collaborate with cross functional partners including Sales, Marketing, Product (Consumer and Commercial Credit and Debit) throughout Mastercard to manage the internal development and implementation of any new product, service, and/or technology enhancement and support.
• Establish close working relationships with internal and customer's executive- and decision-making-level contacts.
• Participate and contribute to business planning with customer and internal partners to prioritize strategic, mutually shared objectives.
• Work with internal staff to ensure customer's compliance with all MasterCard technology enhancements.
• Ensure customers are kept up to date with important business communication and their compliance responsibilities.
• Executes project initiatives and develops quantitative/qualitative reports
• Oversee the resolutions of any escalated credit products and debit products operational issues
• Improve product offerings by communicating customer feedback to Product Management and Engineering

ALL ABOUT YOU:
• Demonstrated customer and relationship management skills are required.
• Experience in Technology Account management or similar relationship management roles is required.
• Experienced in credit and debit card operations (issuing and acquiring) with emphasis on authorizations, clearing, settlement, and fraud & risk management
• Experienced in payments eco-system
• Experienced with technology and operations related skills
• Demonstrated operational excellence in managing escalations and timely responses

• Ability to build and maintain strong, positive working relationships at all functional levels within customer and internal MasterCard organization is essential.
• Excellent communication skills (verbal and written) that can present relevant information to different audiences as appropriate. The role includes presentation to internal and client senior executive management as well as functional business partners.
• Ability and willingness to provide off-hours support to customers as needed
• Ability to grasp technology details and translate them into solutions and/or to address business opportunities.
• Ability to quickly learn, explain and bridge the gap between the business, product and technology that supports it.
• Intellectually Curious, Assertive, Tenacious, Persistent, Resilient
• Demonstrate strategic thinking and thought leadership
• Self-motivated individual with ability to engage and influence peers and business partners
• Ability to manage complexity and simplifying for customers and key stakeholders
• Strong analytical/problem solving and planning skills.
• Must effectively and consistently demonstrate thoughtful risk taking and display professional courage with sound judgement.
• Ability to thrive and effectively collaborate in a dynamic, fast-paced, team environment that embraces giving, receiving as well as acting on feedback.
• College/University degree as well as work experience with emphasis on business, and information technology and/or bankcard industry experience.
• Relevant industry experience is an asset.

Mastercard is an inclusive equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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.