Senior Analyst, Technology Account Management

Job Title: Senior Analyst, Technology Account Management

Overview:

As the Senior Analyst, Technology Account Management, based in Singapore, you will be the representative and contact for Mastercard pertaining to role as technical, system and operational contact matters for MasterCard’s customers in Singapore.

This role requires extensive understanding of the customer’s implementation plan/ requirements, operational environment, challenges/ “pain-points.” The successful candidate must also be familiar with MasterCard Rules, products, and solutions and able to function as a bridge/channel between the local market and the Mastercard regional teams, collaborating to deliver innovative payment solutions/ platforms to customers.

The Role

1. Leading the implementation of the MasterCard solutions with customers and onboarding of new customers onto Mastercard. This includes pre-implementation scoping with customers, assess readiness of customers, support for initiating implementation projects and seeing the project through to completion.
2. Enhancing customer relationships at an operational and technical level and managing project activities as a key point of escalation.
3. Managing in-market products implementation and delivery of services based on prioritization with the market management team.
4. Supporting the Regional team in the project management activities, facilitate customer and partner relationships, and coordinate local-based activities assigned to customer and partner.
5. Ensure robust project management, performance management and quality outputs across all phases of the delivery process.
6. Managing the delivery function which includes providing operational support for Mastercard core systems, product/ services.
7. Conducting the investigation and resolution of production/nonproduction issues with the support of second line escalation teams.
8. Contributing to the pipeline development, working with the account managers, business development and regional products/support teams, to prioritize in-market projects and initiatives.
9. Conducting training and consultation to the customers to improve their operational efficiency.

All About You

1. More than 4 years’ of relevant experience in the payment industry related fields.
2. Good knowledge about card/digital payments (e.g., transaction flow, transaction processing and card center operations) is a critical skill for this role.
3. Experience with working in international card scheme(s)/ payment processor will be an advantage.
4. Experience in coordinating/tracking/managing projects, customer operational and production support.
5. Proven experience and good track record in managing technical implementations and ability to navigate complex matrix environments for issue resolution/ operational support.
6. Proven ability to work across cultures, time zones and career levels.
7. Knowledge in Core Payment products such as Switching/Authentication / Clearing & Settlement processes and services is a plus.
8. Ability to empathize with customers’ pain-points, understand their needs and translating that into solutions to address them will be a critical skill for this role.
9. Proficient in communicating in English, both written and spoken.