Senior Specialist, Customer Operations Support | RUE-301

Senior Specialist, Customer Operations Support | RUE-301

11 sep
|
NuData Security
|
Bogotá D.C.

11 sep

NuData Security

Bogotá D.C.

Our Purpose We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Job Title Senior Specialist, Customer Operations Support Overview The Operations and IT Manager of MCCA, based in Bogotá City, will report to the General Manager of MCCA in a solid Line and will reports to Business Leader, Colombia Customer Delivery VP in a dotted line. He/She will be a member of the execution teams of these respective areas. The Operations and IT Manager for MCCA is responsible for the operations area in MCCA assuring that all the operational process will be performed with high quality standards, aligned to the customer’s value propositions and aligned with the Mastercard corporate policies. In addition He/She will be a responsible to lead the Switching Projects in front of Mastercard Inc. for all the Colombia customers requiring the services of MCCA. The candidate will possess skills and experience in driving operational areas of electronic and/or digital payments in the financial Colombia industry, experience leading Customer Service areas and important knowledge about the routing, clearing and settlement process for electronic transactions in the domestic Colombia Market. This person will also have the capacity to establish strategic relationships with customers and good communications skills. He/She will work closely with the General Manager of MCCA and the Colombia Customer Delivery VP to align efforts against top business priorities. Some of the major activities include developing good relationships with the Colombia Payment Industry operations managers, support the operations with settlement agent in Colombia, to serve as a first point of contact for escalations issues for the customers of MCCA and to maintain the company continuity plan to assure the operations in front of the Colombia Regulator. Role • Responsible for define, communicate and monitoring, based on the objectives and pillars established by MCCA and MasterCard Inc, the strategic operational planning of MCCA (Goals, KPIs, programs and initiatives) • Responsible for define and monitoring the Budget execution of the operations area of MCCA. • Responsible for assure the right and continuous work of the authorization, clearing and settlement process for the participants of the MCCA. • Responsible for develop, communicate and implement the IT strategy in MCCA (Policies, methods, standards, tools and KPIs) aligned with the objectives and goals established by the senior management. • Responsible for customer service actions in front of the clients of MCCA in order to attend and support the escalating issues reported by the customer and manage the response with the responsible team in MasterCard Inc. • Manage projects of switching for customers of MCCA in front of MasterCard Inc. • Report periodically the KPIs of the operations area in front of the: Operations Committee of MCCA and customers participating in the MCCA switching process. • Responsible for the Business continuity plan in MCCA. Develop, communicate, training and maintenance the plan. All About You • Bachelor’s degree in a related field is required. Industry engineer, system engineer, electronic engineer or any career related to the operations process. • Experience on: o Manager in payments operations areas. o Manager in customer service areas. o Project management knowledge. o Knowledge of Authorization, Clearing and Settlement process. o Basic technology knowledge. • Skills/Abilities: o The ideal candidate will have a distinguished track record as a high achieving professional with a demonstrated capacity to manage operation areas that support business growth within a dynamic and changing corporation. o Partnership management skills o Team building skills. o Project management skills. o Work under pressure. o Building value-based relationship generating alliances internally and externally by continuously identifying and acting on those things that will create success for the MasterCard and its customers and suppliers. o Planning and organizing. o Team player who will work well senior business and functional leaders of MasterCard establishing collaborative working relationship. o Oral and written English communication skills in business environment. Due to COVID-19, most of our employees are working from home. We’ve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely. We value the safety of each member of our community because we know we’re all in this together. Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.​ If you require accommodations or assistance to complete the online application process, please contact [email protected] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly. Corporate Security Responsibility Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and therefore, it is expected that the successful candidate for this position 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.

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