MasterCard Card & Merchant Operations, Manager in Istanbul, Turkey
Who is Mastercard?
We are the global technology company behind the worlds 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.
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 & teams 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