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
Specialist, Product Operations
Who is Mastercard?
We are the global technology company behind the world's fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless®. We ensure every employee has opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.
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Overview
MasterCard Loyalty & Engagement (L&E) provides a range of solutions to financial institutions, non-financial institutions and merchants to help them grow their business more profitably and in line with their business strategies. Our issuer value propositions include cardholder benefits and insurances (which protect cardholders and make their day to day lives easier) and rewards and card-linked offers platforms and program management capabilities. Our merchant solutions enable retailers to attract new customers, cross-sell to existing customers and win back customers leveraging spending data and MasterCard's network capabilities.
The L&E team is looking for a Senior Specialist, Rewards and Offers Program Support to support the regional Product Operations team, and the regional Product team, both in ensuring day to day management of all programs and products under Rewards and Offers, and managing all the billing and reconciliation activities (Issuer and Vendor).
The ideal candidate is highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset.
The successful candidate will bring to the role significant project delivery capability, commercial/business improvement acumen and be able to lead projects to deliver enhancements and new solutions with a high level of customer satisfaction.
Role
Support Program management operations - Ensure customers and vendors billing is reported/processed accurately
Support relationships with external vendors
Project Management and communication updates of key initiatives being undertaken to improve the overall operational performance and delivery of Rewards projects to stakeholders
Execute consistent change/update processes for reliable and efficient delivery and ongoing operations of Rewards programs
Collaborates cross-functionally to execute and support programs as defined by platform/application
Product documentation translations
Draft materials such as training decks to support new product implementation
Coordinating customer escalations on operational incidents and issues and ensuring timely resolution
* Work closely with the key Product & Platform leads to develop and enable client delivery requirements
The ideal candidate for this position should:
• Have worked and have experience in a Business Operations or Loyalty role within a Multinational Organization, preferably a customer facing role.
• Demonstrated success working with stakeholders across other business units, functions and markets in support of cross-functional projects/programs
• Be a strong and confident, writer and speaker, able to communicate your vision and roadmap effectively to a wide variety of internal and external stakeholders
• Have strong analytical and organizational skills - ability to identify process/efficiency enhancements and attention to detail
• Have foresight and ability to identify issues before they develop into problems and to proactively resolve issues directly or through escalation to appropriate partners or stakeholders
• Have undergraduate degree from a top university, ideally focused on Business Management, Finance or Statistics
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.