Loyalty Delivery and Operations
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We are the global technology company behind the world's fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.
Loyalty Delivery and Operations
Job Description Summary
MasterCard Loyalty Solutions provides a range of solutions to financial institutions and non-financial institutions and merchants to help them grow their business profitably. Our issuer value propositions include cardholder benefits and insurances (which protect cardholders and make their day to day lives easier), rewards and card-linked offers platforms and program management capability, and customer service delivery (leveraging our global network of assistance centers). Our merchant solutions enable retailers to attract new customers, cross-sell to existing customers and win back existing customers leveraging spending data and MasterCard's network capabilities.
Role & Responsibilities
We are looking for an experienced program delivery and operations management lead who has had direct operations and vendor management experience in travel and rewards program implementations and service delivery management in Asia. The incumbent must have experience of managing an operations function serving a diverse customer base comprising of financial institutions and merchants; delivering single country and multi-country programs.
The incumbent must have experience of having managed a multi-geography program implementation and operations group with teams in countries and a team in the regional center. The incumbent must have the proven track record of having created and implemented near-zero error rate processes and having created year-on-year operating efficiencies - and of having developed and implemented operations policy and processes for highly reliable, low cost delivery of program management commitments, products and platforms.
•Is the Delivery & Operations lead for HK, Macau, Taiwan, Korea & China working closely with the Regional Product Delivery team - reporting to the Regional Product Delivery Lead.
•Ensures global best practices for Loyalty solutions implementations and operations are fully and consistently applied across the in-market Loyalty Solutions team and the divisional Core Products teams
•Consolidates market input and feedback to the Regional Product Delivery and Regional Products & Services leadership within Loyalty Solutions for Asia - ensuring global strategy, priorities and processes meet the operating needs of the Asia market teams and their customers.
•Works closely with the Regional Product Delivery teams to support that the Loyalty solutions implementation strategic roadmap for HK, Macau, Taiwan, Korea & China leveraging the Regional Product Delivery teams where appropriate and providing a clear vision and path to enhance operating procedures and drive continual efficiency and quality improvements.
•Develops and measures regional implementation and operations performance through a data-driven, KPI-based framework.
•Partners with regional and local in market Products & Services teams and the wider Regional Product Delivery and Product Operations team members (direct reports) to ensure that the implementations and operations procedures for any new solutions or vendors are documented, teams are trained and divisional Core Products teams are equipped to enable the sales force across the region prior to new product launches.
•Inputs to all vendor procurement processes led by regional or global Products & Platforms teams to ensure the vendors selected and the Statements of Work fully reflect Asia Pacific an implementations and operations requirements.
•Partners with regional and global teams including O&T; Operations and Technology, CIS; Customer Implementation Services, CCM; Customer Configuration Management, LSPS; Loyalty Technology Solutions Platform Support and Customer Delivery to ensure timely delivery of loyalty programs and the rapid resolution of any systems defects or quality issues
•Partners where appropriate with regional GCCM; Global Contact Centre Management leadership to ensure achievement of regional benchmark standards for CSAT; Customer Satisfaction and NPS; Net Promoter Score scores.
•Partners with regional Business Control to ensure operating processes are always fully compliant with all relevant regulations and audit requirements.
•Oversees the team responsible for all regional billing activity for Loyalty Solutions Asia and works closely with key support functions e.g. Loyalty Finance.
•Takes shared responsibility for growing the revenue and earnings of the Loyalty Solutions business in the region through effective and continually improving implementation and operations processes.
All About You
•Experience managing an operations team preferably in a large organsiation
•Strong communication and influencing skills - able to manage difficult/technical conversations with a broad range of global and regional partners, securing 'buy in' for recommendations.
•Strong analytical skills - ability to identify process/efficiency enhancements and to optimize resource allocation across competing demands within the region.
•Foresight - ability to identify issues before they develop into problems and to proactively resolve issues directly or through escalation to appropriate partners/stakeholders.
•Ability to maintain a self-motivated, consistently high level of focus and enthusiasm on a daily basis across the team.
•Six Sigma Black Belt certification or similar would be a distinct advantage.
•Strong project management skills and financial/commercial acumen are required.
•Solutions-oriented with proven record of outperforming and delivering superior results.
•Listening and gathering customer/user inputs, simplifying complex topics for non-technical audiences and preparing quick pointed summaries for executives and stakeholders
•Must be fluent in English, Cantonese and Mandarin
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.
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