Job Description

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, Service Delivery - P&C
Overview
The Global Business Service Center (GBSC) is a shared services center within Mastercard whose mission is to add value to our partners and serve our customers by delivering operational excellence, enhanced customer experiences, and focused business results. The Manager, Service Delivery plays a key role in support of customers as we execute on our mission in collaboration with business unit partners. This role will be located in Mastercard’s Singapore location.

• Are you passionate about customer experience and empowering business partners to execute on our Mastercard strategy?
• Are you solution driven and motivated by challenges?
• Do you want to engage in a dynamic global operation?
• Can you balance strategy and execution of day to day?

Role

• Collaborates with GBSC delivery teams across all regions to build operational knowledge critical for servicing customers.
• Serves as customer relationship manager and business advocate monitoring the health of customer interactions with GBSC, with increasing responsibility to areas beyond P&C.
• Operates customer governance program to measure service performance and inform priorities.
• Generates actionable insights accumulated through customer relationship model and day to day interactions.
• Builds expertise to continuously improve customer engagement models.
• Serves as a point of escalation for service level issues and develops remediation plans to address root-cause issues.
• Evaluate voice of customer feedback and operational performance metrics, summarize findings and make timely recommendations to GBSC P&C Operations
• Owns operational governance program to drive performance excellence, improvements, and innovate solutions.
• Evaluates Customer Survey results, summarizes findings and makes timely recommendations on process improvements.
• Delivers performance feedback and shares recommendations with business partners to process owners.
• Oversees projects and programs such as statutory audits
• Maintains communications with key stakeholders keeping them informed of key GBSC actions to improve processes and overall customer experience
• Cultivates expansion and improvement efforts.

All About You

• Commitment to customer service excellence.
• Expert understanding of shared services and process fundamentals.
• Experience leading a team or process with an understanding of critical success factors.
• Experienced collaborator building trusted relationships with business partners.
• Track record of leveraging data, analytics and other insight tools to influence strategic direction or improvements.
• Excellent verbal and written communicator to all levels of the organization

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.