Specialist, Product Operations

Mastercard Makati, National Capital Region, Philippines

Overview

Title: Specialist, Product Operations

Company Description: Mastercard enables B2B cross-border and cross-network value transfers through a single connection. It builds on the successful deployment of mobile enabled person-to-person transfers in emerging markets and the digitalization of money transfer services. Mastercard service innovatively bridges the gap between finance and telecommunication service providers and enables consumers to send money to and from mobile money accounts, payment cards, bank accounts or cash outlets – regardless of their location or that of the recipient.

Responsibilities

• Provide assistance to customers relating to their use of our services. The Level 1 team handles the majority of queries; Level 2 handles more complex cases and provides support and training to Level 1.
• Provide operational monitoring and support for services provided to our customers.
• Provide technical and business-related knowledge to the L1 team to help resolve customer queries, including knowledge management (documentation).
• Detect potential breakdowns or service interruptions to partners and anticipate problems.
• Root cause analysis (mature problem, configuration, change management, process).
• Analyze service performance trends and escalate issues with detailed tracking and status updates.
• Process automation capabilities and identifying procedural improvements.
• Resolve customer queries forwarded by the Level 1 team and take ownership by coordinating feedback to customers where cross-department analysis is required.
• Perform customer service monitoring value analysis and conduct specific research for technical queries (internal and external).
• Coordinate minor configuration changes that must be performed by customers and monitor specific transactional flows.
• Participate in monitoring of internal operational processes and create system-generated alarms to anticipate potential partner service interruptions.

Qualifications and Preferred Skills

• Has studied at higher education level, can learn fast, and is willing to reach autonomy rapidly.
• Ability to manage stressful situations and maintain up-to-date knowledge of company systems, products, and procedures.
• Excellent interpersonal communication and a customer-service oriented mindset.
• Analytical thinking with the ability to provide consultancy and guidance to customers about specific questions.
• Proven experience in a technical, commercial, or support position, preferably in a service or financial institution.
• Familiar with common IT office tools (MS Excel) and interested in expanding knowledge in this domain.
• Ability to provide training to newcomers and/or customers.
• Very good knowledge of English (verbal and written); additional languages are assets.
• Basic knowledge of Linux, Splunk, Salesforce.

Main Working Partners

The successful candidate will work closely with customer support colleagues and other Operations team members to resolve queries and collaborate on initiatives. Regular contact with Finance on specific queries or internal processes.

Soft Skills

• Leadership demonstrated by actions, accountability, and results.
• Clear and appropriate communication, problem solving, prioritization.
• Organization, time management, and work management; ability to plan and manage work efficiently.
• Customer service oriented; data processing; ability to work in a multicultural team.
• Spoken and written technical English is mandatory; innovative mindset to improve service and daily tasks.
• Teamwork; positive attitude; customer focus.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks come with inherent risk. 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 confidentiality and integrity of information accessed;
• Report any suspected information security violation or breach;
• Complete all periodic mandatory security trainings as per Mastercard’s guidelines.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Management and Manufacturing

Industries

• Financial Services, IT Services and IT Consulting, and Technology, Information and Internet

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