Associate Managing Consultant, Specialized Product Delivery (Cards Operations Specialist)

MasterCard; Dubai; On-site; AED 120,000 - 150,000; Full time

Job summary

A leading company is seeking an Associate Managing Consultant for Specialized Product Delivery, focusing on optimizing card operations and enhancing customer satisfaction. The role involves managing operational activities, conducting gap analyses, and improving processes to ensure efficiency and security in card services.

Qualifications

• 7-9 years of experience in Card Business Operations.
• Familiar with Visa/MasterCard regulations and card-related systems.

Responsibilities

• Manage operational activities within card operations to maximize profitability.
• Support detailed analysis of card operations and recommend improvements.
• Enhance customer satisfaction through effective complaint management.

Skills

Project Management

Analytical Skills

Customer Relationship Management

Job description

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart, and accessible. Our technology and innovation, partnerships, and networks combine to deliver a unique set of products and services that help people, businesses, and governments realize their greatest potential.

Title and Summary

Associate Managing Consultant, Specialized Product Delivery (Cards Operations Specialist)

Cards Operations Specialist

Support in managing all operational and administrative activities within the client’s card operations and maximize the profitability of the cards business by ensuring that such activities are carried out with maximum efficiency, security, and control. Ensure quality service is provided to both internal and external customers by meeting service standards, managing costs through operational efficiencies, controls, and optimizing staff performance via motivation, guidance, and training.

Assist in reviewing card operations activities from card production to delivery to identify gaps and recommend improvements through process, technology, outsourcing, etc.

Support review of card settlement and reconciliation activities to identify gaps and recommend improvements.

Support detailed analysis of the cards issuing and acquiring GL structure to understand entries and allocations, identify gaps, and implement remedial actions.

Assist in reviewing card authorization/approval rates to suggest remedial actions and enhance customer experience.

Support review of chargeback and dispute resolution processes to identify weaknesses and provide support.

Assist in validating the cards business profit and expense lines to identify leakages and optimize P&L.

Help develop and maintain robust Card Operations procedures that conform to quality, efficiency, and control standards, including effective internal controls to manage operational risks and pass audits.

Contribute to operational health through continuous process improvements, including system solutions for better service, efficiency, controls, and security.

Review, recommend, and implement improvements to operational procedures and workflows within Card Operations.

Establish and monitor operational performance standards, service standards, and SLAs to ensure high customer satisfaction.

Work with Service Quality functions to manage customer complaints and feedback, integrating insights into process improvements.

Maintain all facilities within Card Operations to prevent downtime.

Provide training, motivation, and guidance to staff to optimize performance and morale.

Coordinate with Sales and Branches for operational support during new product launches.

Collaborate with Projects & IT to support system initiatives and enhancements.

Enhance customer satisfaction through customer-focused policies and effective complaint management.

Report material operational or control issues to the Head of Operations.

Support the delivery of large programs from initiation to benefit realization, ensuring projects are completed on time, within budget, and to quality standards.

Build strong client relationships and serve as a knowledgeable resource in the industry.

Identify new business opportunities supporting Mastercard solutions.

Qualifications/Expectations:

• 7-9 years of experience in Card Business Operations, with thorough knowledge of all aspects of Card Operations, including Visa/MasterCard regulations.
• Prior experience in card operations or technology, familiar with various card-related systems and processes.
• Experience as an Operations Lead in a large bank preferred.
• Ability to conduct detailed gap analyses and implement remedial actions.
• Excellent project management and delivery skills.
• Experience with chargebacks, settlement, and reconciliation is essential.
• Strong analytical skills.
• Willingness to travel.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks carry inherent risks. Every employee must:

• Abide by Mastercard’s security policies and practices;
• Ensure confidentiality and integrity of accessed information;
• Report suspected security violations or breaches;
• Complete mandatory security training as per guidelines.