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MasterCard Customer Service Support Manager in Harrogate, United Kingdom

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion (https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html) for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Job Title

Customer Service Support Manager

Introduction to mastercard:

Mastercard is a technology company in the global payments...

Mastercard is a technology company in the global payments business. We connect consumers, financial institutions, merchants, governments and businesses worldwide and enable them to use secure and convenient electronic forms of payment. Mastercard is a driving force at the heart of commerce, enabling global transactions and bringing insight into the payments process to make commerce faster, more secure, and more valuable to everyone involved. As a critical link among financial institutions and millions of businesses, cardholders and merchants worldwide, MasterCard provides services in more than 210 countries and territories.

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Intro on Vocalink:

Vocalink technologies power the UK’s real-time payments, settlements and direct debit systems, as well as the UK’s network of nearly 60,000 ATMs. We process over 90 percent of salaries, more than 70 percent of household bills and almost all state benefits!

Position: Customer Service Support Manager – Operations & Tecnology

Overview

We are looking for an experience IT Operations Manager with a focus on customer support and regulatory adherence and control over critical processes. Responsible for ensuring all SLA and customer obligations are achieved with a focus on improving processes and procedures. Acting as a customer escalation point for disputes and complaints. Managing small teams who provide specialist critical support and processing for critical national infrastructure products. Oversight across network operations area to build repeatable framework for governance control. Certifying and reporting within strict timeframes and frameworks, ranging from internal and external audits to industry ISO standards and regulatory compliance.

Requirements

• Extensive proven experience of managing critical technology operations

• Broad range of technical knowledge with ability and willingness to learn new products and services

• Customer focused and competent at managing difficult conversations at all levels

• Experience of working within governance frameworks

• Staff and resource management with ability to deliver and drive cultural and strategic change

• Design and creation of KPI reporting across multiple dynamics

• Experience of working in financial services sector desired but not essential

Who would suit this position:

The position would suit somebody with the following skills.

• Strong management and leadership capabilities

• Able to demonstrate clear and thorough understanding of delivering to governance frameworks and standards

• Ability to understand technical processes and procedures

• Strong management skills and demonstrated experience of driving change and culture

• Excellent reporting skills. Ability to analyse data, and provide clear management information and messages.

• Proficient at creating reports for presenting across wide stakeholder levels

• Awareness of industry standards and best practices, including LEAN processing

• Broad understanding technology functions and ITIL framework

Due to COVID-19, most of our employees are working from home. We’ve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely. We value the safety of each member of our community because we know we’re all in this together.

Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.​

If you require accommodations or assistance to complete the online application process, please contact reasonable.accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Requisition ID: R-125837

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