Manager Technology Account Management

Job Title: Manager, Technology Account Management Overview: The job holder will carry out responsibilities detailed below in the EMERGING MARKETS. Major Accountability: Working with our banking partners or third-party processors, the position is responsible for bringing projects to fruition and successfully resolving processing issues of varying complexity to the customer’s satisfaction. Participate in the pre and post sales process with the EMERGING MARKETS account teams in analyzing and providing subject matter expertise; Consultative support and proposing innovative solutions to specific/complex customer requirements; Collaborate with account teams in identifying revenue generating opportunities with key customers. Specific Responsibilities: Project management: • Manages projects from the project inception to implementation • Responsible for managing operational targets with members and/or the Processor Certification Plan with processors in key countries/markets • Coordinates and integrates operations and technology activities with members to leverage MasterCard assets to obtain mutual objectives • Ensures activities, project assignments, problem resolution and reporting are coordinated • Clearly assigns responsibility for tasks and sets clear objectives • Monitors process, progress and results • Makes process improvements and changes to the project plan as necessary • Support MasterCard advanced payment products through successful deployment. • Manage and Support all Chip and Paypass implementations/migrations within the EMERGING MARKETS. • Dynamically manages its own portfolio of projects by tracking progress, reporting to PMO and escalating when necessary Event management: • Manages all operational issues and technical opportunities with top member/processor accounts within assigned countries • Manages financial issues such as settlement / billing failures & address them in a timely fashion. • Manages all credit and debit operational issues for members and/or processors and ensures compliance with all MasterCard technology enhancements. • Serves as a central point of contact for customer issues, concerns and needs • Takes time to understand and explore customer needs and acts at all times with the customer in mind • Ensures problems of varying complexity are resolved to the customer's satisfaction • Meets established deadlines and escalates issues which require additional resolution • Ensures technical & network related issues are resolved as needed by coordination with other corporate departments • Have the ability to support customer across all type of implementations to include both web as well as mobile payment gateways Customer engagement: • Analyzes and improves operational performance and profitability through reviews; training and communication of operational enhancements