Manager/consultant B2C Customer Care

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
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
Manager/Consultant B2C Customer Care & Operations
- Oversees and manages B2C vendor management governance structures for all internal and external contact center operations to strengthen and optimize performance
- Standardize and manage all contact center operations including vendor management, agent performance and service delivery to support business/product goals and strategies
- Define, measure, manage and be accountable for the customer service experience and contact center performance to desired performance levels
- Identify and drive adoption of leading practices for contact center operations supporting product optimization through ‘voice of the customer’ feedback
- Leverage the scale of MasterCard and strengthen and optimize vendor relationships across business lines by region and globally
- Have you ever designed the consumer experience for a product going to market?
- Are you motivated to be a part of driving vendor performance to deliver the MasterCard Brand Promise globally?
- Have you led a project team of diverse skills and experience?
Role
- Manage the overall performance of selected contact center operation (s) in the LAC region; Implement plans and policy as determined by MasterCard and GCCM B2C Operations; Document and act on key risks and issues impacting the program/site or operations; Act as primary point of contact for site specific questions, initiatives and operational issues
- Work with site operations leadership to develop and execute performance improvement programs; follow-up to ensure programs are effective, implement change as necessary, and escalate when appropriate
- Conduct Focus groups as needed aimed at gathering feedback on improvement opportunities; Schedule and lead call monitoring sessions regularly; Share best practices and lessons learned
- Be a part of a regional and global team of operations experts who lead the way on behalf of Global Customer Care in the contact centre industry
All About You
- Strong understanding of MasterCard/Payments products, services and operations
- Ability to drive operational performance change and improvement
- Results oriented with sound tactical and implementation skills
- Customer service focused and oriented
- Strong communications, presentation and interpersonal skills
- Has partnership approach and works collaboratively across the organization
- Strong skillset of analytical/problem solving and planning skills and the ability to organize, multi-task and prioritize work based on current business needs
- Ability to formulate strategy based on business demand and aligned to department/organizational objectives
- Bachelor’s degree required, Advanced degree preferred.
- Business & advanced levels of English and Spanish knowledge and Portuguese native speaker a must.
- Strong experience in contact center/vendor operations performance management and service delivery
- Desired experience in an organization that was dependent on the excellence of its vendor network for success
- Experience or awareness in SOX compliance management essential
COVID-19 Considerations
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.

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