Senior Analyst, Technology Account Management

Job description / Role

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.

Overview

The Technology Account Management (TAM) role, focused on external partners, is aligned with the Mastercard account teams. TAM team members are responsible for all aspects of the technology and operational relationship with the customer and are responsible for the customer's overall operational relationship with Mastercard. This specific position will be responsible for the relationship/portfolio of multiple Mastercard FinTech customers across the EEMEA region. The candidate will serve as an internal liaison with Account Teams, Global Product & Engineering (P&E), Product Delivery, Market Development, and Operations & Technology (O&T). Ongoing responsibilities may include defining and initiating new system development needs, portfolio optimization activities, coordinating and assessing customer service escalations, and ensuring flawless project execution by respective Customer Delivery and Tech functional areas.

Do you thrive in a fast-paced customer-facing environment?
Do you have a strong ability to influence and collaborate cross-functionally with business and technology teams?
Are you able to toggle between the fine technical details of our business and that of our customers, and the broader strategic picture?

Role

• Ensures the end-to-end delivery of business initiatives for the market related to Non-FIs (Non-Financial Institutions) but not limited to.
• Provides enhanced program management for digital strategic and complex initiatives. Maintain a work plan identifying responsibilities, deliverables, and processes that must be executed to achieve results. Document and steer specific milestones.
• Provides delivery solution inputs during pre-sales and customer business development support to account managers, to ensure that opportunities are assessed, and feasible solutions provided.
• Take ownership of the delivery of solutions after the sale has been completed by driving the initiation process of implementation with delivery units such as product delivery, franchise, and technology, to ensure internal and external satisfaction.
• Partners with EEMEA and Global Mastercard teams to support (where possible) the development and implementation of any new product and/or technology enhancement that would complement Non-FI offerings but not limited to.
• Supports production launch success and operational temperatures with account teams and customers through operation reviews.
• Acts as escalation contact for all service level and operational issues.
• Analyze and optimize customer operational performance when needed. Involve and liaise with Mastercard's Care Team to ensure optimal operational support is offered.
• Participates with Mastercard Services team experts to develop the packaging of professional services for commercial deployments.
• Participates in initiatives to improve Mastercard services and delivery processes.
• Identifies customer needs and arranges for training.

All about you

• Strong digital payment skills and the ability to transform opportunities into business solutions. At ease with analysis of business needs and the ability to provide expertise and feedback on technical and business components.
• Business consulting and/or IT and integration experience preferred.
• Ability to support customer delivery engagements towards customers.
• Strong core payments understanding preferred.
• Excellent customer-facing skills, including good communication and negotiation skills.
• Must demonstrate effective leadership and take ownership.
• Strong analytical and problem-solving skills.
• Good personal organization and priority management skills.
• Team player, but also able to work independently.
• Agile project management understanding is a strong plus.
• University education or equivalent work experience with emphasis on business, information technology, and/or payment or bank card/mobile industry experience.
• This function is based in Dubai and may require travel (up to 25%).

Corporate security responsibility

All activities involving access to Mastercard assets, information, and networks come 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.