Payments Service Delivery Manager

Cognizant; Ciudad de México; Sur place; MXN 900 000 - 1 200 000; Plein temps

Résumé du poste

Cognizant invites a skilled Payments Service Delivery Manager to join our team in Mexico City. You will coordinate payment-related inquiries, escalations, and case referrals, delivering exceptional service to merchants, Global Account Executives, and stakeholders.

You will partner with cross-functional teams to drive operational excellence and high customer satisfaction. The ideal candidate communicates fluently in English and Spanish, analyzes complex issues, and manages multiple priorities in

Qualifications

• Excellent verbal and written communication in English and Spanish.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Ability to explain technical issues and solutions clearly.
• Customer-focused mindset with strong relationship skills.
• Experience handling escalated customer issues and technical support processes.

Responsabilités

• Serve as a primary technical 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.
• 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 manner to internal and external stakeholders.
• Partner with processing teams to explain 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 service levels.

Connaissances

English & Spanish

Troubleshooting

Problem solving

Analytical thinking

Customer focus

Escalation handling

Stakeholder management

Multi-priority management

Outils

Salesforce

Microsoft Office

Google Workspace

SQL

Description du poste

We’re hiring!

At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant!

About The Role

The Payments Service Delivery Manager is responsible for delivering exceptional service and operational support to merchants, Global Account Executives (AEs), and key stakeholders. This role serves as the primary point of coordination for payment-related inquiries, escalations, and referrals, ensuring timely resolution of issues while maintaining a high standard of customer satisfaction. The individual will collaborate closely with cross-functional teams and service partners to drive operational excellence, resolve complex cases, and enhance the overall customer experience.

Key Responsibilities

• Serve as a primary technical 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.

Required Qualifications

Professional Skills

• Excellent verbal and written communication skills in both English and Spanish, with the ability to effectively engage with customers, stakeholders, and cross-functional teams.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Ability to explain technical issues and solutions in a detailed yet easy-to-understand manner.
• Customer-focused mindset with strong relationship management skills.
• Experience working with escalated customer issues and technical support processes.
• Ability to collaborate effectively with internal and external stakeholders.
• Ability to manage multiple priorities in a dynamic environment.

Technical Skills

• Experience using Salesforce.
• Proficiency with Microsoft Office Suite, including Excel, PowerPoint, Word, and Outlook.
• Experience utilizing Google Workspace applications, including Docs, Sheets, Slides, and Gmail.
• Working knowledge of SQL.
• Ability to create and execute queries to analyze data, investigate issues, and support operational reporting.
• Strong analytical, organizational, and problem-solving skills.

Electronic Payments Industry Knowledge

Working Knowledge And Experience With

• ISO 8583 transaction messaging standards
• EMV payment technologies
• Card Present (CP) transaction processing
• Card Not Present (CNP) transaction processing
• Payment Tokenization/Recurring Transactions

Electronic Payments Ecosystem Knowledge

• Issuers
• Payment Networks
• Acquirers
• Merchants
• And all the players around

Preferred Candidate Profile

The ideal candidate is a delivery-focused professional with experience in the payments industry who can effectively bridge business and operational requirements. They are proactive, customer-oriented, and capable of managing multiple stakeholders while maintaining a strong focus on execution and results.

Why Cognizant?

Improve your career in one of the largest and fastest growing IT services providers worldwide

Receive ongoing support and funding with training and development plans

Have a highly competitive benefits and salary package

Get the opportunity to work for leading global companies

We are committed to respecting human rights and build a better future by helping your minds and the environment

We invest in people and their wellbeing.

We create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered.

Igualdad de Empleo y Política de Acción Afirmativa:

Cognizant es un empleador que ofrece igualdad de oportunidades. Todos los solicitantes calificados recibirán consideración para el empleo sin distinción de sexo, identidad de género, orientación sexual, raza, color, religión, origen nacional, discapacidad, estado de veterano protegido, edad o cualquier otra característica protegida por la ley.

At Cognizant we believe than our culture make us stronger!

#BeCognizant #IntuitionEngineered