MasterCard Consultant – Technology Solutions, Business Process Improvement and Implementation in O'Fallon, Missouri

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

Consultant €“ Technology Solutions, Business Process Improvement and Implementation

RESPONSIBILITIES

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 customer€™s objectives, culture, organizational structure, skills, experience, and processes in order define and implement change management within the customer€™s 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 (KPI€™s) 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.

BROADENING EXPERIENCES

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

TECHNICAL SKILLS

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

PROFESSIONAL SKILLS

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 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-70573