MasterCard Card & Merchant Operations, Manager in Istanbul, Turkey

Who is Mastercard?

We are the global technology company behind the world€™s fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.

Job Title

Card & Merchant Operations, Manager


Leads a team of specialists handling customer service requests and issues responsible to clarify, respond or coordinate results until resolution as per customer expectations and SLA standards


Responsible for improving resolution time, through owning and escalating service requests and issues, leading to create urgency on stakeholders and internal partners€™ work plans.

Acts as voice of customer within the company to achieve the best customer experience and increase awareness of customer feedback within the company.

Identifies and implements opportunities to improve customer experience; delegates workflows effectively and efficiently based on core/technical strengths

Ensures own & team€™s compliance to regulations, procedures, standards and customer contractual SLAs.

Manages function workflow within approved staffing and budget guidelines

Formally supervises, coaches, and develops a work group/team; oversees all-skill levels of projects/initiatives

Responsible for onboarding new products and migrations, creating customer service procedures, and managing communication and knowledge sharing, to ensure readiness of customer service teams across all functional internal and external teams

All about you

Experience managing Customer Service in a business area and multiple teams of various levels

Ability to delegate workflows effectively using more advanced skills

Expert familiarity with established policies, procedures and service level agreements

Ability to clearly communicate business goals and strategy

Ability to design and develop support model for products and define roadmap for providing support for business needs (trouble-shooting, defining tools, etc.)

Experience working on cross-functional and large projects

Experience managing projects and work of Customer Operations teams

Familiarity with budgeting and other operational logistics

Experience in supervising, coaching, and developing junior members and providing regular feedback


Equal Opportunity Employer
Requisition ID: R-49797