Specialist, Customer Operations Support

Who is Mastercard?

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.

Job Title

Specialist, Customer Operations Support

Overview

•The team processes payments via a number of various methods
•We are a B2B service centre who prides itself on building a relationship with our distributors through service excellence

•Lead a strong and experienced team of professionals to deliver outstanding performance with a Global footprint
•Coach and develop people to create a high performing team
•Become an SME within our business

•Have you ever led a team through diverse change?
•Are you passionate about process improvement?
•Have you led a team of diverse skills and experience?

Role

•Mentor, coach and support staff to deliver high standard service
•Identify opportunities for improvement in the delivery of our company's services
•First point of contact for all escalations through our multichannel services
•Conduct weekly team meetings and performance coaching sessions
•Manage business and individual KPIs to ensure targets are met
•Protect the business from potential financial loss and exposure by ensuring adherence to process
•Understand and report on the business service levels
•Identify coaching needs and provide Ad hoc training and solutions on all products
•Pro-actively contribute to the development of the department

All About You

•You will be able to demonstrate you are an expert in the field of team leadership
•Previous experience in financial services is desirable
•Effective planning, organisational and analytical skills
•Excellent team player, able to contribute to ideas and innovations, willing to share information and provide support and guidance to others
•Must possess excellent written communication skills
•Be a change champion
•An excellent understanding of a call centre environment and the telephony systems along with experience in email servicing is essential.
•Able to demonstrate high levels of continuous improvement, with a strong emphasis on customer service

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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