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Manager, Technology Account Management

Mastercard
Cairo, Egypt
Posted 4 years ago
102People have clicked1 open position
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Job Description

Overview

  • This is a critical role which requires in-depth technical knowledge with a focus on non-traditional customers such as mobile network operators, merchant aggregators, local switch, fintech’s, and local regulator.
  •  This role will lead all MPG / mobile commerce related implementations across all levels, use cases & entities within the Egypt market.
  •  Be the lead technical relationship manager for all MPG related technology issues with banking partners, fintechs, local switch & Mobile Network Operators.
  •  Lead the deployment of mobile related products & / or services in Egypt, provide local technical expertise, and act as the escalation point on any production related issues.

Role

  • Support all MPG related customers on-boarding by managing internal as well external coordination to ensure smooth implementations.
  • Develop MPG ecosystem enhancement framework which allows proper co-ordination across all stakeholders when it comes to introducing any new or enhanced services / features.
  • Monitor the overall performance of MPG Egypt ecosystem by conducting regular reviews on uptime network availability and approval / decline ratios for each player within the value chain (i.e. mobile network operators, EBC, PayMob, banks, and Trianz)
  • Responsible for the execution and delivery of non-standard solutions in the market in accordance with local regulations whist managing relationships with non-traditional customers and government bodies.
  • Establish an end to end implementation process to ensure seamless customers’ on-boarding.
  • Provide and manage training materials for both external and internal customers around current & future mobile activities / functionalities.
  • Partner with key constituents both internally (Country Manager, Acceptance team, MPG Business lead, O&T, Product, and Customer Delivery), as well as all players within the MPG value chain to ensure seamless execution of the strategy
  • Provide on-going support to customers via face to face meetings, telephone and email, subject to the level of service agreed with customers.
  • Maintain strong relationships and build trust with key senior technical individuals of all players within the MPG value chain
  • Identify pain points and provide process enhancement solutions/workflow across the entire development/technical lifecycle relative to products and services including, Service Delivery, Customer Implementation, and Service Management.
  • Identify and deliver against customer and Mastercard corporate objectives, opportunities, and commitments.
  • Accountable for projects kick off and clarify project scope and customer readiness as part of project initiation to ensure internal stakeholders (i.e. Product Delivery, CIS) are clear on products/services implementation requirements with customers
  • Monitor post-implementation customer service quality, provide Voice of Customer feedback to improve quality
  • Act as escalation point during implementation of customer implementation projects to ensure customers’ and Mastercard’s needs are met.
  • Develop and maintain strong working relationships with key vendors in areas such as payments processing, network infrastructure and digital technology
  • Identify customer needs and communicate operational enhancements to relevant internal stakeholder

Job Requirements

  • Bachelor's degree preferred or strong applicable work experience.
  • Significant knowledge of cards/payments industry is critical in particular the mobile and mobile ecommerce space.
  • Experience in the payment systems integrations as well as the mobile environment is essential.
  • Excellent customer service skills.
  • Strong written and verbal communication skills (Proficiency in written and spoken English is a must)
  • Detail oriented and excellent organizational skills required.
  • Solid problem solving and analytical skills, highly motivated, and quick learner.
  • Demonstrated ability to work with minimal supervision.
  • Self-motivated, people-centric and results-oriented.
  • Ability to work in a high paced team environment.
  • Strong interpersonal skills – ability to work cross functionally and across levels in a matrix organization.
  • Ability to manage multiple priorities and initiatives while exercising sound judgment and flexibility.
  • Strong proficiency in Microsoft Word, Access, Excel, and PowerPoint

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JobsOperations/ManagementManager, Technology Account Management