Payments Service Delivery Manager

Cognizant Technology Solutions Corporation; Ciudad de México; On-site; MXN 600,000 - 900,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

English

Spanish

Troubleshooting

Analytical thinking

Customer focus

Stakeholder management

Tools

Salesforce

Microsoft Office

Google Workspace

SQL

Job description

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

Strong understanding of the interactions and responsibilities across the payment’s ecosystem, including:

• 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!