Director, Customer Technical Services (Contact Center Lead)

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

Director, Customer Technical Services (Contact Center Lead)

Overview:

Mastercard Cross-Border Services helps banks, digital providers, and non-bank financial institutions modernize their Cross-Border payment services to provide senders (consumers and businesses) with faster, more transparent, and more secure payments through multiple channels and payout methods. Cross-Border Services specializes in use cases including P2P (remittances), B2P (disbursements), and B2B (business payments) and supports a variety of payout options including bank accounts, mobile money accounts, and retail cash pick-up. The ideal candidate should have a deep understanding of the payment’s ecosystem, strong leadership skills, and the ability to drive strategic initiatives.


The Role:

This position is a senior leader position, located in CDMX, Mexico. The Director and Contact Center Lead, manages the Customer Support organization and all associated activities for our Manila, Philippines and CDMX, Mexico locations. The Contact Center supports customers globally which are consuming the Mastercard Cross-border services. Currently there are 50+ Customer Support employees reporting into their respective supervisors/manager units.

The position includes the following responsibilities:

- Develops and implements policies, procedures and service standards for customer correspondences, exception payment handling and resolution activities.

- Develops and implements controls to ensure we consistently deliver against targeted service levels.

- Designs, implements, and oversees end-to-end workflows for managing all customer inquiries and issue resolution including an effective and efficient escalation process.

- Ensures all functions and teams are following regulatory requirements and procedures, information security requirements, and all internal policies and procedures.

- Communicates with senior leadership regarding trends in service issues identified based on support services delivered.

- Evaluates performance to identify operational inefficiencies and implements process improvements and automation to improve the customer experience and quality and timeliness of service.

- Performs resource and capacity forecasting and planning for the team.

- Provides frequent communication updates to teams and ensures ongoing coaching, training, development, goal setting and performance appraisals for all team members.

- Monitoring customer feedback and satisfaction metrics and implementing strategies to improve service quality.

- Supports Customer Support managers, supervisors and employees which are located in CDMX and Manila, Philippines.

- Schedules and hosts regular virtual or in-person sessions to keep open lines of communication and employees informed.

- Fosters a positive work environment, employee engagement, and creates a greater sense of belonging for the entire office.

- Act as the primary point of contact for questions or concerns for global stakeholders.

- Partners with and communicates frequently with functional leaders globally, the country manager, and our local People & Capability business partner about concerns, needs, and suggestions.


All About You:

- Extensive knowledge in the cross border/money transfer network deep understanding of the payment’s processing flow.

- Experience in utilizing AI and technologies to automate enterprise-level processes in a global organization is a must.

- Written and oral proficiency in Chinese language will be strongly preferred for this role.

- Excellent leadership, analytical, problem-solving and decision-making skills.

- Proven history overseeing and leading a large customer support or operations team.

- Demonstrated ability to contribute to a strategic vision for customer support.

- Demonstrated success defining Key Performance Indicators and leveraging metrics to optimize resources, improve the customer experience, and maintain continuous process improvement initiatives related to people, process, and operations improvements.

- Demonstrated capability and success responding to complex escalations from customers, internal stakeholders, and executive leaders.

- Relentless focus on the customer, meeting their needs, and turning feedback into action.

- Ability to communicate, motivate, inspire, and lead people effectively.

- Aptitude in decision-making and problem-solving under pressure with a high sense of urgency utilizing all available resources.

- Ability to work independently and effectively in a fast paced and dynamic environment

- Excellent written and verbal English communications skills and interpersonal abilities

- Excellent interpersonal and public speaking skills and comfortable and skilled at communicating with customers directly, especially for escalations, and with internal teams.

- Cultural Differences: Be attuned to collaborating and respecting individuals from diverse backgrounds and effectively communicate with a global customer base.


Qualifications:
- Education: Bachelor’s degree in finance, Business Administration or a related field

- Considerable experience in a leadership role, in the financial services or payments industry

- Oral and written proficiency in English, Filipino is a must.

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.