Leads operations across a specific product, region and/or customer base for business (B2B) and enterprise (B2E) customers that have product and service agreements with MastercardDevelops and implements policies, procedures, support strategies and global governance standards around customer support correspondence to ensure high quality and holistic issue resolutionLeverages technical expertise and expert-level understanding of Mastercard products/services to support integrations and expansion efforts for supported product, region and/or customer base ensuring that customer 'voice' is prioritizedEnsures compliance with regulatory procedures, information security requirements and legal policiesCommunicates with and supports customers to build strategic relationships and ensure customer satisfaction and retentionDefines Key Performance Indicators and oversees reporting on metrics to measure customer service performance and facilitate capacity planningEvaluates Global Contact Center performance to identify operational inefficiencies and implements process improvement initiativesPerform financial planning, forecasting, and budget tracking; resource and capacity planning for teamFormally supervises and coaches a large group and/or teams and ensures compliance to goal setting and performance appraisal processHelps identify and coach top talent within own teamsCOPC Certified

Leads acceptance optimization efforts including identification of root cause and assists in the creation of a resolution planLeverages analytical skills to serve as an expert-level technical resource responsible for reviewing analytics to identify and evaluate acceptance gapsCollaborates with other teams to align efforts and coordinate a resolution to acceptance gapsPrioritizes incident management according to the impact on the Global and regional key accounts provided by regionsInterfaces with Mastercard customers to resolve occasionally complex acceptance challenges, escalating highly complex or strategically important issues to more senior team membersMay perform financial analysis, planning, forecasting, and budget trackingManages a team, conducts goal setting and performance appraisal processes, mentors and coaches team members

 Strong technical competency and the ability to absorb and apply operational information to business solutions. Managing B2B customer relationships Providing world class customer experiences and integrates new products into existing B2B support models. Superior skills in supporting internal and external customers. Financial acumen and strong understanding of the four party payment process model. Ability to collaborate with others in support of products, processes and problem resolution. The ability to negotiate, resolve and present to internal/external customers. The ability to participate in customer visits for training, education and operational support. Strong analytical, problem resolution and project management skills, including negotiation and conflict resolution.

Data Analysis: Collecting, collating and carrying out complex data analysis in support of Management & customer requests, also involved in reporting statistical findings to Work colleagues and senior managers. Responsible for Provide outsourcing strategy and consulting, extracting and validation of client data.  Provide vendor relationship management & Liaising with end-users and 3rd party suppliers. Providing support to other process. Analyzing raw data, drawing conclusions & developing recommendations  Writing VBA scripts to manipulate data for data loads and extracts.  Developing data analytical databases from complex financial source data.  Data entry, data auditing, creating data reports & monitoring all data for accuracy.  Designing, developing and implementing new functionality.  Monitoring the automated loading processes. Performing daily system checks.  Advising on the suitability of methodologies and suggesting improvements.  Carrying out specified data processing and statistical techniques.  Supplying qualitative and quantitative data to colleagues & clients.  Designing, developing and implementing new functionality.  Manipulating, cleansing & processing data using SQL, VBA & Excel. Solving the discrepancy on client data. Designing, developing and implementing new functionality.