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 Manager, Product Management CAE SEA (Malaysia) Summary Consumer Acquisition & Engagement (CA&E) is part of Mastercard Services and responsible for driving new customer acquisition, deepening customer relationship and engagement. This delivers both revenue and differentiation for the Company. We do this by bringing world-class loyalty solutions and marketing services. The role is responsible for driving CA&E product GTM and managing programs with strategic accounts in Malaysia and Brunei under Southeast Asia Division. The individual will drive commercialization of global and regional loyalty rewards, offers and promotion products. Meanwhile, the role will focus on managing loyalty program operation, driving program success, reviewing program KPIs, and identifying opportunity to increase CAE & loyalty product penetration per client. The role reports to VP of CAE SEA, and requires working closely with multiple stakeholders across the APAC region, including regional product, implementation, customer service, operations, and sales teams, legal. The individual should have a blend of strong product management, go-to-market, cross functional project skills and business analyst mindset to manage programs effectively. This role demands strong client relationship skill, hands on execution mindset, and the abil
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Role overview
Job description
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
Manager, Customer Technical ServicesOverview• Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard
• Responsible for overall satisfaction and retention of these business customers through knowledge of their core business and products
• Builds long-term customer relationships and ensures timely response and resolution of issues
Roles
• Elevates customer experience by managing day-to-day customer support services across all service support programs for customers and strategic partners that have product and service agreements with Mastercard
• Contributes to the development and maintenance of customer relationships to ensure satisfaction and retention of current customers
• Partners with business partners to manage internal development and implementation of any new product or enhancement ensuring that customer 'voice' is taken into account
• Leverages technical expertise and high level understanding of Mastercard products/services to guide teams on resolution efforts
• Addresses and resolves to complex customer issues escalated by customer service team
• Drives team performance to deliver against established Key Performance Indicators and reduce inefficiencies in customer service delivery
• Assists with process improvement efforts and initiatives associated with optimization of resources and customer service delivery
• May perform financial analysis, planning, forecasting, and budget tracking
• Manages a team, conducts goal setting and performance appraisal processes, mentors and coaches team members
All About You
• Demonstrated success in leading day-to-day customer support operations and activities across all technical service support programs
• Demonstrated success eliminating inefficiencies and driving team performance against established Key Performance Indicators
• Experience implementing new products or product enhancements with the Voice of the Customer as a priority
• Proficiency in Mandarin is essential
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.
What they are looking for
Skills & requirements
Hiring company
Mastercard
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