Director - Customer Delivery
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Director - Customer Delivery
Director, Customer Delivery
Job Description: Director /Project Management, Customer Delivery
The Program Manager Officer (PMO) is responsible for the implementation and delivery of complex/large/important programs to MasterCard clients. The PMO integrates the several projects which form a program, from several areas internal to mastercard (Products, O&T, Franchise, Marketing, Interchange, Risk, etc) and from client's contacts areas (e.g. call center, marketing, training, MSP, etc). By having this integrated view from the entire project (A to Z) the PMO consolidates and oversees the execution as the single point of contact for that specific program. The PMO has strong team management abilities, project management skills, and generalists at the same time able to bring problem resolution to the table and acts as a conflict manager not only within mastercard but with clients as well. A technical/operations background is a plus although a broad set of skills (Marketing, Products, Projects, etc) is the most important to execute well.
Major Roles Accountabilities:
Manages, evaluates and develops clients programs to support business, products, marketing, technology needs for all mastercard card products and services.
•External and Internal Customer Interaction
•Divisional reports generation related to Geo Central Performance (Projects, KPIs, etc)
•Measure and tracks key success factors (budget, time frames, impacts on completion before time or delays - GDV, TCR,.. - and other key success factor
•Process Flow management and Process improvement
•Team work/alignment of projects and activities
•Negotiation among delivery areas, products, marketing, technology and business
•Customarily meets clients' technical, sales and operational, marketing and other areas to follow up programs/projects (external activity)
•Management of expectations and anticipation
•Management of resources/budget/cost of program
•Manages/participates in cross-functional teams that address the development and implementation of new programs. May work with regional (line) staff to ensure programs are effectively implemented
•Support Customer Delivery Geography managing high impact initiatives as defined with geography head
•Acts as key point of contact with customer and MasterCard sales team managing initiatives end to end
•Aligns with sales function to ensure understanding of deliverables to customer
•Supports pipeline management function as needed
•Defines and determines capacity in terms of projects and resources in order to help to manage pipelines and priorities
•Maintains a work plan identifying responsibilities, deliverables and processes that must be executed to achieve expected results
•Manages kick off meeting of initiatives and ensures key components for successful delivery are in place
•Coordinates MasterCard internal functions to ensure delivery of initiatives within budget, within established time frames and ensuring internal and external customer satisfaction
•Alerts and manages deviations from original plans to ensure actions taken to minimize impacts on budgets and time frames
•Effectively deal with difficult situations and analyze, define and develop solutions to complex problems.
•Maintains close communication with external customer key decision makers in order to ensure alignment
•Provides regular updates to customer and MasterCard internal teams
•Provides updates to MasterCard management
•Participates in customer satisfaction reviews as needed working with CRM/Quality - Improvement function and provides input to Department Critical Success Factors
•Supports documentation of department's standards and methodologies and ensures processes and projects are documented in order to facilitate future management of projects
•Ensures smooth transition to production environment and maintenance pieces are in place to support on-going operation with customer
•Closes initiatives and communicates to external and internal customer results/on going process and KSF as determined by type of initiative
•Communicates opportunities identified during customer project delivery execution (customer needs, potential products and services needs and others)
•Manages resources assigned as needed
•Manages/ work on several projects concurrently
•Ability to travel at least 30% of the time for meetings with customers, training and staff meetings as needed
With a minimum of 10 years of experience, the position requires having a significant background in banking business, payments/card and consumer with business to business background. This person has strong planning, analytical, creative, communications, interpersonal, sales and presentation skills. Potentially may manage/participate on cross-functional teams. Manages/ work on several projects concurrently.
Typically reports to Regional Head of Customer Delivery.
Key Educational Qualifications:
•Bachelor's degree required, advanced degree preferred.
•Strong knowledge of the payments industry preferred.
•Listening, oral, written and presentation skills and effective interpersonal skills.
•Organizational and planning and multi-tasking skills.
•Strong analytical/problem solving and planning skills.
•Strong leadership, interpersonal, relationship-building and negotiation skills required with a solid track record for developing internal and external relationships.
•Language: English is a must, written and oral communication skills; Spanish is a "plus
Equal Opportunity Employer
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