MasterCard Customer Delivery GeoNorth Central America in San Jose, Costa Rica

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

Customer Delivery GeoNorth Central America


The Customer Delivery unit focuses in ensuring that MasterCard fulfills its delivery promise by establishing working relationships with internal delivery teams, customer support teams and customer business areas

Leads the Customer Delivery Activities for the Central America geographical region

oRepresents the Customer Delivery SBL as part of the leadership team in CA

oPartners with Business areas in establishing priorities in alignment with GeoNorth Scorecard

oEnsures proper coordination among CD and local teams (e.g. O&T, Market Development)

Responsible for all aspects of the operational relationship with key customers in CA:

oHelps identify business opportunities through understanding of the customer€™s technology infrastructure and improvement in their operational metrics

oPartners with customers to develop annual business plans and conducts quarterly operational reviews

Responsible for timely and efficient execution of key projects

oProvides overall Project Manager to large-scale complex initiatives.

oPartners with Account Managers and Product development areas in scoping proper solutions for customers

oDevelops/enhances implementation methodologies for new products in the region and provides insights for the planning process and financial tracking of project results

Act as product Delivery expert in assigned product or MC solutions to support sales, planning, and act as subject matter expert for other PMs in project execution. Promotes product readiness by partnering with regional product and market development units.


Plays a role as part of the leadership team in Central America, representing the SBL of Customer Delivery in promoting adherence to the GeoNorth strategy.

Partners with local teams to define execution plans for project portfolio and balance capacity management across local execution teams.

Monitors project execution of the CA portfolio to identify and solve discrepancies versus plan and supports Financial and Operational impact assessment.

Plays a key role in the development of operational strategies with customer(s) by maintaining a €œteam€ approach with Sales to execute service delivery plans and notifies them of any potential issues or opportunities

Establishes working relationships with internal support delivery teams, customer support team and customer contracts to develop annual business plans and conduct quarterly reviews

Reviews changes to rules, products, tools and services with the customer, and gathers feedback from customers and notifies customer accounts of product enhancement releases that changes services or enhances functionalities

Oversees process to ensure customer needs around training and communication of operational enhancements are met

Provides PMO services for assigned project portfolio: KPIs, MIS, Financial impact tracking, market launch, lessons learned and post implementation activities. Partners with Account Managers and Product development areas in the definition of scope, approach and solutions design.

Provides overall project management to correspondent high impact projects under the MasterCard guidelines and methodologies. Coordinates activities across multiple internal and external -functional areas and third party suppliers.

All About You

Solid experience in linking strategy with specific initiatives with the objective of prioritizing initiatives, scoping and defining initiatives, and secure optimal resource allocation.

Ability to effectively communicate with senior management in highlighting areas of opportunity or concern.

Extensive experience and demonstrated consistent success in scoping multiple work-streams and working across multiple teams/geographies

Demonstrates a thorough knowledge of MasterCard€™s systems and operations

Demonstrates a solid knowledge of customers€™ systems and the overall technology in the ecosystem in Banking industry and electronic processing

Demonstrated expertise in project management methodology (large-scale complex initiatives, simultaneous execution of multiple projects).

Ability to work under pressure against timelines and multiple priorities.

Effective communication at different levels across the organization. (from Senior Management to Specialists/Analysts)

Ability to communicate with different functional areas, mainly with technology and product development.

Equal Opportunity Employer
Requisition ID: R-39886