Global Payments Service Delivery Lead

Cognizant Technology Solutions Corporation; Ciudad de México; Sur place; MXN 600 000 - 900 000; Plein temps

Résumé du poste

Cognizant Technology Solutions Corporation in Mexico City is seeking a Payments Service Delivery Manager to provide exceptional service and operational support to merchants, Global Account Executives, and key stakeholders. You will coordinate payment-related inquiries, escalations, and referrals to ensure timely resolutions and high customer satisfaction.

You will collaborate with cross-functional teams, processing partners, and service groups to improve operational efficiency, analyze issues,

Qualifications

• Experience delivering in payments/fintech environments.
• Strong communication with cross-functional teams.
• Bilingual English/Spanish communications.
• Ability to manage multiple priorities in a dynamic environment.

Responsabilités

• Serve as primary support resource for Global Account Executives (AEs), providing timely assistance and resolution for customer-related issues.
• Investigate, troubleshoot, and resolve issues submitted by the organization, ensuring accurate diagnosis and effective remediation of issues.
• Engage directly with customers to identify root causes, provide technical guidance, and drive issue resolution to completion.
• Analyze recurring referral trends and recommend corrective actions to improve operational efficiency and reduce future escalations.
• Communicate complex technical concepts in a clear, professional, and customer-friendly manner to both internal stakeholders and external customers.
• Partner closely with processing teams to explain identified issues, document findings, and provide detailed recommendations to prevent recurrence.
• Maintain high-quality case documentation, including troubleshooting steps, resolutions, and customer communications.
• Collaborate with cross-functional teams to ensure seamless customer experience and timely resolution of escalated cases.
• Demonstrate strong customer service skills while managing multiple support cases and maintaining established service levels.

Connaissances

English

Spanish

Troubleshooting

Analytical thinking

Customer focus

Stakeholder management

Outils

Salesforce

Microsoft Office

Google Workspace

SQL

Description du poste

Cognizant Technology Solutions Corporation in Mexico City is seeking a Payments Service Delivery Manager to provide exceptional service and operational support to merchants, Global Account Executives, and key stakeholders. You will coordinate payment-related inquiries, escalations, and referrals to ensure timely resolutions and high customer satisfaction.

You will collaborate with cross-functional teams, processing partners, and service groups to improve operational efficiency, analyze issues,