Sr. Analyst, Mastercard Academy, Delivery
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.
Sr. Analyst, Mastercard Academy, Delivery
Are you motivated to bring value to customers via a world-class learning and development center? Does expediting customer onboarding to Mastercard interest you?
A critical piece to the success of Mastercard resides in its ability to provide educational and training services to customers in every aspect of the Payment Systems industry and Mastercard products, services, and operations. In the LAC Region, this service is provided via the Mastercard Academy program.
This role is responsible for managing two of the educational pillars of the LAC Mastercard Academy program: Academy On the Web and On-Demand training services.
This function is based in Miami.
Administer the LAC Academy On the Web (AOW) program:
oDevelop LAC AOW Strategy 2.0 and execute against strategy.
oProvide technical support and lead the upgrades to the AOW platform.
oWork with the markets and functional areas in search of new courses of interest for AOW courses. Plan, manage and create the yearly AOW calendar accordingly.
oProactive reach to both Customers and MC Account Managers to grow AOW activation and usage.
oPrepare and Host AOW courses (create seminar rooms, send invites, rehearsals, etc).
oCollect, update, and proof-read AOW courses content from SMEs and ensure a consistent 'look and feel' according to Academy branding standards. Arrange for translations as necessary.
oCompile, analyze and establish process improvement ideas as a result of the feedback provided by customers.
oResponsible for ensuring AOW fees collection and establishment of the zero-rate customers. Financial management (billing and control).
oManage AOW Inbox and phone, and provide customer service to clients.
oRegister new users (and manage cancellations).
oManage customer retention (opt-out) issues, and escalate as appropriate.
oCreate executive MIS reports on AOW performance, at Regional, Country, and Account levels.
oDrive and manage the process for AOW pricing structure modifications.
oManage the certification method for AOW participants.
Administer the LAC Academy On-demand training services:
oAnalyze customer operational data to proactively prepare and offer customized training solutions to customers.
oDevelop and review course material to ensure it is updated, and according to Academy's branding look and feel.
oManage finance process to leverage CBA funds for customer training purposes.
oWork with SMEs to prepare customized proposals according to customer needs; ensure appropriate follow up to secure contracts.
oManage the customized training end-to-end processes (welcome kits, invites, certificates, survey compilation and tabulation, etc).
oManage customer participants' mailing list.
oKeep Academy database updated with most current information.
All About You:
oExcellent verbal and written communication skills, and ability to effectively coordinate multiple external and internal resources to produce results in a highly dynamic environment.
oStrong analytical and detail-oriented skills.
oSound knowledge of the Payment Systems Industry
oExperience in material/content development, and education/teaching techniques.
oGreat inter-personal skills with the ability to work independently under minimal supervision and collaboratively across functions with a results-driven orientation.
oExcellent organizational skills, and someone who thrives in a multi-disciplinary/multi-tasking environment.
oProven sense of urgency, demonstrated resourcefulness, and proactive
oStrong at problem-solving and solution-seeking.
oProfessional English and Spanish (verbal and writing) a must. Portuguese a plus.
oAbility to think strategically and out-of-the-box, resulting in implementable solutions.
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.
Meet Some of Mastercard's Employees
VP, Product Development & Innovation
Charlotte and the ACH Payments Team focus on the strategy, development, and commercialization of new products leveraging real-time payments technology. The team was formed in light of Mastercard’s entry into the real-time payments space and acquisition of the UK-based company Vocalink.
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