Manager, Market Delivery

Overview

Manager, Market Delivery role at Mastercard. The role focuses on end-to-end delivery of business initiatives for the Italian market within Mastercard’s Customer Delivery team in Europe.

Summary

The In-Market Delivery Manager will be part of the Italian Customer Delivery team, responsible for ensuring the end-to-end delivery of business initiatives for the Italian market. This role acts as a key point of contact for customers and internal teams, driving the implementation of solutions post-sale and ensuring customer satisfaction throughout the delivery lifecycle. The Manager partners closely with Account Managers and cross-functional teams to deliver against business and corporate objectives, providing project and program management for strategic and complex initiatives.

Key Responsibilities

• Own and drive the complete implementation process for business initiatives, coordinating with delivery units such as Product, Franchise, and Technology to ensure successful outcomes for internal and external stakeholders.
• Partner with the sales team, ensuring clear understanding of deliverables and alignment with business objectives.
• Provide enhanced Project or Program management for strategic and complex initiatives. Maintain a workplan identifying responsibilities, deliverables and processes to achieve expected results; maintain detailed workplans, documenting milestones, and steering execution to achieve results.
• Provide regular updates to customers and Mastercard senior management. Support post-execution reviews, including project closing meetings with sales team and customers, supporting customer after project deployment.
• Provide delivery solution consultancy and support pre-sales/business development activities for country and account managers, ensuring opportunities are assessed and feasible solutions are provided.
• Collaborate with regional/country contacts and other internal Mastercard functions to achieve business goals and enhance customer satisfaction.
• Act as Technology Account management for operational and technology related opportunities and issues for the Italian market; escalate and report as required. Analyze and improve customer operational performance and profitability through training and consultancy.
• Scout for new business opportunities in relation to processing services, by understanding the customer’s existing operational architecture and future needs and commercial ambitions.
• Continuously learn new products and align with division and company goals.
• Participate in initiatives to improve Mastercard services and delivery processes.
• Ensure all operational issues for customers are managed and compliance with Mastercard technology programs is maintained.
• Communicate proactively with the account team on Mastercard delivery initiatives.

Experience & Education

• Fully compliant with all processes and rules of the Customer Delivery department.
• Role based in Milan office.
• University/college degree or equivalent experience, preferably in business and/or information technology and/or payments or banking card industry.

Required Skills

• Proven ability to transform sales opportunities into business solutions and promote/sell these solutions.
• Demonstrable customer-facing experience and strong customer service history.
• Project management skills required; technology-related skills preferred.
• Great team player with the hunger to learn, adaptable, and able to prioritize tasks with urgency.
• Excellent written and oral communication skills.
• Previous experience in the credit card industry; knowledge of credit and debit card operations (issuing and acquiring), with emphasis on authorization, clearing, settlement, fraud, and risk management.
• In-depth knowledge of Mastercard’s processing products, services, and technology offerings is desirable.
• Effective leadership, communication, and negotiation skills.
• Strong analytical, problem-solving, and planning abilities.
• Personal organization and priority management.
• Ability to work independently and as part of a team.
• Cultural sensitivity.
• Fluency in Italian (mandatory) and English.
• Willingness and capability to travel as required.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks come with inherent risk. Every person working for or on behalf of Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach;
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.