MasterCard Consultant â Technology Solutions, Business Process Improvement and Implementation in O'Fallon, Missouri
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.
Consultant Technology Solutions, Business Process Improvement and Implementation
Develops and maintains strong working relationships with key stakeholders, vendors and other resources to design Business Process and solutions that address customer needs for established objectives, define functional requirements, test and implement the solution that reduces costs and improve customer satisfaction.
Gain a thorough understanding of the customers objectives, culture, organizational structure, skills, experience, and processes in order define and implement change management within the customers environment;
Provide the strategic blueprint, technical direction and overall leadership for the Global Customer Service team.
Demonstrate any applications to be deployed and educate customers on all features and functionality;
Identify and understand how customers will interface with applications in order to define the user experience
Design and configure applications and system integration to meet customer requirements
Investigates advanced customer issues, concerns and requests for enhancements, simulates internal customer issues, and contributes to the design processes and solutions for the contact center that address those needs
Manage the implementation of Quality processes with the GCS team initiatives to standardization globally.
The manage and supports delivering high standards of service to customers through global Quality analytics and Business Process Improvement through transactional audits, data analytics and technology resource s or users of GCS
This leader will assist in the identification of Key Performance Indicators (KPIs) which promote high quality service delivery and develop reporting requirements and delivery automation through DOMO and other corporate tools..
Manage the systems for monitoring, scoring and reporting interactions between our staff and clients, identifying compliance, performance and training opportunities, which will lead to improved service quality
Recommends GCS business or process improvements; works with various work streams to formulate solutions
Responsible for the creation, maintenance and management of a repository of standard business analytical, operational and management reports.
Analyzes data from GCS projects and reports on performance relative to success metrics
Responsible for tracking and reporting on the status and impact of Business Process improvement initiatives.
Analyze content and implement best practices for more effective searches, usability, and solution effectiveness;
Identify and analyze content sources and incorporate best practices for content format and storage/organization;
Assist in the development of training materials as well as design workshop materials; lead and facilitate design workshops and customer training sessions;
JOB SPECIFIC EXPERIENCES
Experience applying GCS quality and business process mapping experience and understands its importance to process excellence
Articulates working knowledge of contact center quality and business processes and consistently takes a practical and fact-based approach to making decisions
Experience using tools, systems, and documentations to resolve difficult customer issues, and guiding junior members to MasterCard resources
Experience working at contact center facilities and on Customer business locations
Thrive in a fast-paced, constantly changing environment and maintain a positive, can-do attitude.
Experience working on core contact center functions
Experience in building client and vendor relationships and understanding the Customer Experience objectives
Experience working on mid-size projects across functions and exposure managing tactical components of larger projects
Experience providing individual expertise to supplement available tools for customer queries
Demonstrated advanced ability in a specific area of Customer Experience, in addition to general competency across disciplines
Expert Data Analytics
Expert IT Business Process
Advanced Requirements Gathering
Expert Technical Documentation
Expert Project/Solution Management
Expert Solution Delivery
Foundational Understand Key Customer Needs
Expert Business Acumen
Expert Future Focus
Expert Global Perspective
Expert Innovation and Thought Leadership
Expert People Leadership
Expert Personal Influence
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 email@example.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-70573