Title and Summary

Manager, Technology Account Management

OVERVIEW:

The Technology Account Management team is responsible for delivering all technology and operations supporting North American Markets (NAM) customers. This team identifies customers' technology needs and solves them with MasterCard's technology assets, tools, and services.

Reporting to the Director, Technology Account Management in Customer Delivery Canada; In this customer-facing position, the Technology Account Manager, will build, grow, and manage the operational and technological relationship with Key Accounts in market (including issuing members, acquiring members, and/or processors).

ROLE:

The successful candidate will:
• Ensures resolution of day-to-day technical/operational issues, customer issues and/or as related to assigned delivery projects
• Identifies and delivers against customer and Mastercard business and corporate objectives, opportunities, and commitments
• Be a strong communicator, works with a sense of agility & urgency, while delivering quality output to customers and internal partners
• Acts as central point of contact for customers and/or MasterCard customer representatives
• Partners with cross functional partners including Sales, Marketing, and Products throughout Mastercard supporting the internal development and implementation of any new product and/or technology enhancement and support
• Establishes close working relationships with internal and customer's executive- and decision-making-level contacts
• Brings ability to enhance customer experience by driving business growth with portfolio optimization, emerging technologies, and find faster ways to get work done with sustained quality
• Analyzes and improves customer operational performance and profitability through back-office reviews, ie. chargebacks, authorization, etc
• Identifies and arranges for training and communication of operational enhancements
• Participates in and contributes to account planning with customer and internal partners to prioritize strategic, mutually shared objectives
• Works with internal colleagues to ensure customer's compliance with all Mastercard technology enhancements
• Executes project initiatives and develops quantitative/qualitative report
• Improves product offerings by communicating customers' feedback to Product Management and applicable internal teams

ALL ABOUT YOU:
• Demonstrated customer and relationship management skills and ability to build and maintain strong, positive working relationships at all functional levels within customer and internal MasterCard organization is essential
• Experience in payments business with preferred area of experience in credit and debit card operations (issuing and acquiring) - authorizations, clearing, settlement, and fraud & risk management
• Demonstrated successful Account Management experience
• Ability to manage complexity and simplifying for customers and key stakeholders
• Technology and operations related skills required; project management and implementation skills preferred
• Demonstrated operational excellence in managing escalations and timely responses
• Ability to grasp technology details and translate them into solutions and/or to address business opportunities
• Strong analytical/problem solving and planning skills
• Ability to quickly learn, explain and bridge the gap between the business, product and technology that supports it
• Ability to thrive and effectively collaborate in a dynamic, fast-paced, team environment that embraces giving, receiving as well as acting on feedback
• Ability and willingness to provide off-hours support to customers if needed
• College/University degree or equivalent work experience with emphasis on business, and information technology and/or bankcard industry experience
• Information technology and relevant industry experience preferred
• Hybrid position with an expectation to be in office on an average 3 days per week

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.

In line with Mastercard's total compensation philosophy and assuming that the job will be performed in Canada, the successful candidate will be offered a competitive pay based on location, experience and other qualifications for the role and may be eligible to participate in a discretionary annual incentive program. This posting reflects one or more current openings on our team.

Pay Ranges
Toronto, Canada: $109,000 - $158,000 CAD