Customer Solutions Center Lead is a very strategic as well as an execution driven role who understands market, segments and customer needs, translates market strategy into solutions for the frontline teams, coordinates efficient resourcing against priorities and enables knowledge sharing.

Key Responsibilities:

Enable market strategy
• Understands overall market strategy, industry trends, and customer needs for all segments in a given geography
• Works with division/market president to prioritize opportunities
• Empowers AMs and BDs to farm and hunt. Supports account planning, opportunity identification, and solutioning for frontline sales
• Meets customers to support important pitches and understand their needs
• Monitor utilization of products and platforms by our customers and take actions accordingly
Enable knowledge and best practice sharing
• Provides market intelligence and requirements to regional Product Management and Product Development teams along with their associated product specialists
• Understands new products & capabilities working together with solution specialists to ensure that information is shared and utilized across all customer solutions center resources
• Helps market development / segment heads with market intelligence and insights on demand for specific solutions across their segments
• Shares best practices with other CSCs within and across the region to drive better customer experience and more relevant solutions
Leverage Mastercard capabilities to translate market strategy into solutions
• Responsible for compiling of solutions to deliver meaningful value for MA customer base
• Manages the capacity and focus of the Solution Architects (SA), Technical Architects (TA) and Solution Specialists (SS) within the Customer Solutions Center (CSC) to ensure that each prioritized opportunity gets the right level of support it requires
• Builds agile 'squads' for high or moderately complex opportunities/RFPs requiring multiple MA capabilities by staffing with the right resources
◦ Identifies the right solutions architects, solution specialists and technical architects
◦ Request resources from other customer solutions centers in case of missing expertise for a specific opportunity
◦ Invites all enabling functions for support in solutioning in collaboration with AM / BD e.g. legal, finance etc.
◦ Drives the approach for enterprise level pricing and supports the SAs in developing the commercial propositions for complex solutions
• Tracks performance of agile 'squads' as well as resources in the Customer Solutions Center. Takes necessary actions to improve performance
• Supports the integration of acquired capabilities into the customer solutions center and supports the responsible parties with rollout planning of the acquired capabilities into the given geography
• Identifies gaps and requires additional investment in the customer solutions center based on evolving market needs - in collaboration with the relevant market heads
• Leads and oversees all product initiatives across North Cluster, to achieve business results and drive growth.

All About You

• Extensive general management experience with a proven ability to influence and motivate others to achieve objectives and to set a strategic vision of Products team across the organization
• General Management and P&L experience
• Demonstrated ability to develop strategic plans and go-to-market plans
• Competencies: business acumen and thought leadership that delivers solutions oriented results to customers and consumers
• High energy capable of motivating and developing others
• Strong analytical and financial understanding
• Strong understanding of relevant consumer, industry and market trends
• Excellent leadership and communications skills
• Learning agility and team management skills are a must
• Ability to link market developments to implications on MA products and services
• Strong interpersonal skills - the ability to build rapport and credibility
• Strong negotiation skills

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.