Vice President, Customer Solution Center
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.
Title and SummaryVice President, Customer Solution CenterWho 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.
Customer Solutions Center (Ukraine & Moldova cluster) is a new structure which enables Mastercard to develop better solutions & bundles for prioritized customer segments in markets. It is basically the housing for all Mastercard capabilities, and it aims to drive Mastercard growth, influence and revenue by creating and selling compelling data-driven, scalable needs-based solutions to new and existing customers by tapping Mastercard’s extensive toolbox of product and service offerings.
Customer Solutions Center Lead is a very strategic and also a execution driven role who understand market, segments and customer needs, translates market strategy to solutions for frontline, coordinates efficient resourcing against priorities and enables knowledge sharing
Customer Solutions Center Lead reports to UKR cluster General Manager.
Understands overall market strategy, industry trends, and customer needs for all segments in a given geography
Works with market president to prioritize opportunities
Responsible for compiling of solutions to deliver meaningful value for MA customer base
Empowers AMs and BDs to farm and hunt. Supports account planning, opportunity identification, and solutioning for frontline sales
Meets customers to support important pitches and understand their needs
Manages the capacity and focus of the solution architects (SA) and product specialists within the customer solutions center to ensure that each prioritized opportunity gets the right level of support it requires
Builds agile 'squads' for high or moderately complex opportunities/RFPs requiring multiple MA capabilities by staffing with the right resources
Identifies the right solutions architects, product specialists and technical architects
Request resources from other customer solutions centers in case of missing expertise for a specific opportunity
Invites all enabling functions for support in solutioning in collaboration with AM / BD e.g. legal, finance etc.
Drives the approach for enterprise level pricing and supports the SAs in developing the commercial propositions for complex solutions
Tracks performance of agile 'squads' as well as resources in the Customer Solutions Center. Takes necessary actions to improve performance
Provides market intelligence and requirements to regional Product Management and Product Development teams along with their associated product specialists
Drives Mastercard strategic solutions / products in a holistic way to advance local payment ecosystem to ensure the current Mastercard strategic focus is executed at the market level
Understands new products & capabilities working together with product specialists to ensure that information is shared and utilized across all customer solutions center resources
Helps market development / segment heads with market intelligence and insights on demand for specific solutions across their segments
Supports the integration of acquired capabilities into the customer solutions center and supports the responsible parties with rollout planning of the acquired capabilities into the given geography
Shares best practices with other CSCs within and across the region to drive better customer experience and more relevant solutions
Identifies gaps and requires additional investment in the customer solutions center based on evolving market needs – in collaboration with the relevant market heads
All about you
Strong understanding of industry trends and market intelligence
Good understanding of regionally relevant MA products, services, and solutions
Ability to link market developments to implications on MA products and services
Solid Leadership and cross functional team management experience
A proven ability to influence and motivate others to achieve objectives
High energy, strong people leadership, experience in leading diverse teams
Strong analytical and financial understanding
Good understanding of product technology and APIs
Strong interpersonal skills - the ability to build rapport and credibility quickly across functions
Strong negotiation skills with a proven track record in delivering commercial performance
Exceptional stakeholder management skills
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.