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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