Senior Specialist, Product Operations

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, were helping build asustainableeconomy where everyone can prosper. We support a wide range of digital payments choices, making transactionssecure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Senior Specialist, Product OperationsMastercard is a global technology company in the payments industry. Our mission is to power an inclusive, digital economy by making transactions safe, simple, smart, and accessible. Through secure data, trusted networks, and strategic partnerships, we enable individuals, financial institutions, governments, and businesses to realise their full potential.
Mastercard Prepaid Management Services (MPMS) delivers end-to-end prepaid card solutions across travel, transit, foreign exchange, gifting, and buy-now-pay-later segments. As a fintech enabler, MPMS operates a scalable, modular platform that supports a global portfolio of prepaid programmes, combining innovation with operational excellence.
Overview:
The successful candidate will work closely with the Product Operations team to support the day to day operations of the cardholder servicing teams. The work will include supporting the B2B and B2C teams with the day-to-day management of the MPMS products and ensuring processes and followed and providing ad-hoc support for complex queries.
The Role:
To support the Product Operations team in the day-to-day interactions with the B2B and B2C servicing teams by providing support for complex and new issues
Work with internal and external stakeholders to help triage and prioritise issues and defects affecting cardholders
Offer operational and product support to the servicing teams to allow them to train and communicate process and operational changes
Provide oversight and support from an MPMS perspective to any new intake requests for new products being managed by the Customer Delivery team
Interrogate individual customer queries and escalations as required and and provide support with next steps to resolution and/or timelines of events occurred to identify any training opportunities or process failings
Conduct oversight and quality assessment of B2C and B2B interactions by reviewing cases and calls e2e on monthly basis to identify remediation opportunities
Conduct ongoing reviews of product and process materials to ensure the support information being used is accurate and up to date
All about you- Key skills
Background Prepaid products and customer service is desired
Strong communication skills
Quick learner, inquisitive and self motivated
Experience in dealing with internal and external stakeholders

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 Mastercards 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 Mastercards guidelines.

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