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Service Delivery Manager
MasterCard
O'fallon, MO, United States
Job Details - this job has expired, please see similar jobs below
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.
Service Delivery Manager
Overview
Supporting Operational role based out of St Louis for PbA (Pay by Account) and BillPay working for Zapp UK Biz Ops. Key objective is to build solid and close working relationship with US Biz Ops as to ways of working, tools and process. Must assist integrate the proposed Operating Support model for said above products to flow seamlessly between the UK and US Biz Ops teams in order to provide an overall robust end to end support, regardless of location. Handling complex customer service issues. The role will start in build phase and progress to integration and then onto run BAU.
Role
•Provide representation in St Louis for UK Biz Ops Ensure timely and accurate performance communications.
•Ensure that problems of varying complexity are resolved to the customer’s satisfaction which may include interfacing with appropriate support/development personnel to achieve problem resolution.
•Provide key data and guidance to senior management for fiscal planning, evaluating financial requirements and meeting financial objectives.
•Assist in identifying process pain points (or needs) and the development/implementation of procedures to fulfill departmental responsibilities.
•Participate in financial planning and administration of department. Manage workload within approved manpower and budget guidelines.
•Provide technical and advisory support to the team to ensure the development and implementation of performance metrics and dashboards.
•Ensure the successful management of all audit related activity for assigned business units.
•Design and develop reports using Excel, PowerPoint, Word, and Access.
•Provide business knowledge and process enhancements across the entire development/technical lifecycle relative to products and services including, Service Delivery, Customer Implementation, and Service Management.
•Ensure process compliance, document problem areas and coordinate resolutions reporting to management as necessary.
•Work closely with development staff and requesters to identify data requirements in the design of new or enhanced performance monitoring systems.
All About You
•Bachelor’s degree or equivalent combination of education and experience.
•Advanced degree preferred
•Advanced business knowledge with significant experience in related field.
•Experience compiling statistics, analyzing data, and defining metrics.
•Advanced knowledge of payments/card industry preferred.
•Strong analytical skills with extended experience in financial, statistical, and database analysis.
•Ability to communicate facts and ideas clearly both orally and in writing.
•Strong PC skills that include Word, PowerPoint, Excel, and Access.
•Foreign language skills are required in some cases.
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.