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MasterCard Service Delivery Manager (Service Account Manager) in Oslo, Norway

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

Service Delivery Manager (Service Account Manager)

Who is Mastercard?

Mastercard is a global technology company in the payments industry. Our mission is 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. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

Overview

Mastercard Payments Norway is looking for a Service Delivery Manager to drive our customer experience strategy forward by consistently innovating and problem-solving. The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset.

Role

The main responsebilities of the role:

• Join the Account Team led by KAM (Key Account Manager) on defined customers with responsibility for SLA and follow up the service delivered to the customers (mainly banks)

• Prepare monthly reports that show actual delivery vs agreed delivery (SLA) to our customers

• Ownership of a meeting place with the customers for review of delivery reports in accordance with the agreed interaction model with the customers.

• Take an active role in our Account Teams

• Work actively with improvements in delivery quality in relation to how the market develops.

• Push the organisation to simplify routines, digitize and automate measurements and reporting as far as possible

All About you

The ideal candidate for this position should:

• Look at everything through the eyes of the customer and see their need for an easy and profitable life. Be the customers representative internally in Mastercard.

• Have a clear mission that focuses on the attention of the customer’s need above your own

• Continually look at the customers need of development, and be a partner when discussing operational matters.

• Go out of your way to get close to the customer in order to find out what their needs are and how a product or service can help

• Look for complementary products or services that can also help the customer in cooperation with the KAM.

• Identify areas where resources fall short of needs and provide thoughtful and sustainable solutions to benefit the value chain and the customer.

• Be skilled at explaining technical problems succinctly and clearly

• Always look for potential solutions to solve problems

• Be a strong, confident, and exacting writer and speaker, able to communicate your vision and roadmap effectively to a wide variety of stakeholders

• Speak and write Norwegian and English

COVID-19 Considerations

We value the safety of each member of our community because we know we’re all in this together. In many locations, which may change over time, we’ve implemented a virtual hiring process and continue to interview candidates by video or phone. In addition, in some locations, only individuals who have been fully vaccinated will be permitted inside Mastercard offices until further notice.

In the US, Mastercard is a government contractor, which may legally require most Mastercard employees to be vaccinated unless a verified approved medical or religious exemption is granted. Further, we are currently making every effort towards having employees return to work in the office 2 days per week, if that makes sense for their team. Everyone must be vaccinated to enter Mastercard offices at this time. Therefore, we expect all candidates to be vaccinated or to be approved for a medical or religious accommodation prior to commencing work at Mastercard.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

  • Abide by Mastercard’s security policies and practices;

  • Ensure the confidentiality and integrity of the information being accessed;

  • Report any suspected information security violation or breach, and

  • Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

Requisition ID: R-164477

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