Product Leader, Product Account Support & Deployment in Dubayy [Dubai], United Arab Emirates

at MasterCard

Industry
Engineering / Technology
Specialization
Sales/Business Development
Minimum Qualification
Bachelor's Degree
Required Experience
7 - 10 years
Employment Type
Full Time
Gender
Male or Female
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Job Description

Product leader, Product account support & deployment
General Purpose:
The individual will be responsible for the coordination and delivery of service quality activities for MasterCard programs at a Regional Delivery Centre and/or other vendor site within responsibility of Cardholder Solutions.
This individual will access tools that provide guidance to internal and external customers to drive service delivery performance, the recommendation of service model enhancements and product constructs that advance the MasterCard Experience and Engagement model.

Responsibilities

Major Responsibilities:
Overview
The Manager will be responsible for regional projects in support of global product initiatives and customer experience improvement plans
§ Drive the analysis of customer data and develop business solutions
§ Provide project management for strategic and tactical initiatives
§ Collaborate with Program Delivery resources and Regional Delivery Centers Responsible for maintaining and reviewing performance measurement results to drive improvements.
§ Support and drive the implementation of Service Models that ensure alignment of cardholder experiences with MasterCard product strategies
§ Assist in deployment of an integrated Engagement model philosophy across various regional touch points
§ Act as a Cardholder Experience subject matter advocate across the Cardholder solutions business lines and proactively drives business process improvement to fulfill cardholder expectations

Key Responsibilities

§ Oversee the regional post-launch mystery shopping and other evaluation techniques to measure Service Providers quality
§ Oversee the regional Cardholder Satisfaction survey process world-wide to ensure Service Provider adherence, conduct root cause analysis of results, and recommend strategic and tactical improvement plans
§ Identify educational and training opportunities as result of measurement activities
§ Collaborate with other Service Experience and Delivery resources on a proactive service recovery process
§ Provide project leadership for delivery of services
§ Collaborate with Regional teams to align global Cardholder Experience activities with Regional Delivery quality initiatives

§ Monitor measure and report on the performance of CS product line in terms of quality and customer experience. This includes product SLA definitions.
§ Support Account Management/Sales as well as Regional Management requests to review customization of existing Products to support a specific request.
§ Reviews vendor performance and ensures quality delivery of products or services. Monitors expenses against budget; assists with development of P&L for services provided by service providers
§ Complies with all regulatory procedures, information security requirements and contract policies, within region.
§ Ensures the effective development and execution of project plans that are created in collaboration with internal CS personnel, regional stakeholders, vendors and the issuers.
§ Drives process to ensure the appropriate review and sign-off of all project deliverables by internal and external stakeholders.

Key Responsibilities

§ Oversee the regional post-launch mystery shopping and other evaluation techniques to measure Service Providers quality
§ Oversee the regional Cardholder Satisfaction survey process world-wide to ensure Service Provider adherence, conduct root cause analysis of results, and recommend strategic and tactical improvement plans
§ Identify educational and training opportunities as result of measurement activities
§ Collaborate with other Service Experience and Delivery resources on a proactive service recovery process
§ Provide project leadership for delivery of services
§ Collaborate with Regional teams to align global Cardholder Experience activities with Regional Delivery quality initiatives

§ Monitor measure and report on the performance of CS product line in terms of quality and customer experience. This includes product SLA definitions.
§ Support Account Management/Sales as well as Regional Management requests to review customization of existing Products to support a specific request.
§ Reviews vendor performance and ensures quality delivery of products or services. Monitors expenses against budget; assists with development of P&L for services provided by service providers
§ Complies with all regulatory procedures, information security requirements and contract policies, within region.
§ Ensures the effective development and execution of project plans that are created in collaboration with internal CS personnel, regional stakeholders, vendors and the issuers.
§ Drives process to ensure the appropriate review and sign-off of all project deliverables by internal and external stakeholders.

Requirements

Experience/Knowledge:
§ Bachelor’s degree or equivalent experience required
§ 7+ years total experience
§ 3+ years experience Customer Service, Customer Experience and Brand management
§ Credit Card, Financial Services or Insurance industry experience preferred
§ Experience in design of customer service programs across multiple channels highly preferred
§ Bilingual preferred
§ Experience with MS Project and Excel and PowerPoint.
§ Six sigma training and demonstrated project management experience
Functional Skills Required:
§ Strong relationship and communication skills are necessary to collaborate with regional and vendor partner relationships, and product owners across MasterCard to drive results
§ Demonstrated general management skills and experience including vendor management, technology development, and customer service management
§ Ability to work on projects and recommendations that are global in scale and while supporting local needs
§ Reengineering experience is desirable given the need to continually improve the programs' economics and quality
§ A passion for the customers with demonstrated experience with Voice of customer, benchmarking and analysis
§ Excellent analytical skills are essential to analyze Cardholder Experience research data to formulate improvement recommendations
§ Analyzes problems & develops recommended solutions
§ Effective collaboration and cross functional partnering
§ Project Management

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