Product Specialist, Product Operations
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Product Specialist, Product 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 product operations specialist who has had direct operations and vendor management experience in travel and rewards program 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 working with a multi-geography implementation and operations group with teams in countries and a team in the regional center.
•Work with Mastercard systems (MRS in particular) to manage day to day operational activities related to in flight programs
•Be part of a regional team that primarily manages loyalty operations 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 operations are fully and consistently applied across local Loyalty Solutions and divisional Core Products teams
•Work with Issuers, Merchants and other Mastercard customers to ensure the ongoing support for in flight programs
•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 with the team responsible for all regional billing activity for Loyalty Solutions Asia Pacific and works closely with key support functions e.g. Loyalty Finance.
•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.
•Manages Customer and Cardholder Grievances within the agreed SLAs escalating where needed.
•Provides redundancy to other operations staff in the team to allow for backup in market and within the region.
All About You
•An eye for detail. This is crucial for this role
•Experienced in an operational support role working in a large matrixed organisation
•Strong communication skills - able to manage technical conversations with a broad range of global and regional partners.
•Foresight - ability to identify issues before they develop into problems and to proactively resolve issues directly or through escalation to appropriate partners/stakeholders.
•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
•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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