Manager, Technical Account Management

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, 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

Manager, Technical Account Management

Overview
The role of Manager, Technical Account Manager, based in Jakarta, Indonesia, will be the representative and contact for Mastercard pertaining to role as technical, system and operational contact matters for MasterCard’s customer in Jakarta, Indonesia.
The role requires an good extensive understanding of the customer’s implementation plan/ requirements, operational environment, challenges/ “pain-points”; and The successful candidate must also be familiar with MasterCard Rules, products and solutions and able to act as a bridge/ channel between the local market and the Mastercard regional teams, working in high degree of collaboration to deliver innovative payment solutions/ platforms to customers and garner support from internal teams in resolving customer’s technical issues.
Role
The Key focus areas are: Customer Relationships at an operational and technical level and managing project activities, Point of escalation, in-market products/ services implementation and delivery prioritization with the market management team. Operations performance optimization, readiness assessments and project/ solution scoping.
•Provide lead role for delivery function such as operational support for Mastercard core systems, product/ services in the market.
•Ensure robust project management, performance management and output quality across all phases of the delivery process.
•Leads the implementation of the MasterCard solutions with customers and onboarding of new customers onto Mastercard. This includes pre-implementation scoping with customers, assess readiness of customers, support for initiating implementation projects and seeing the project through to completion.
•Provide technical account management for customers in the market viz. supporting the investigation and resolution of production/nonproduction issues with the support of second line escalation teams.
•Contribute to the pipeline development, by working with the country manager, account managers, in country business development leads, regional product leads and the O&T leads, to prioritize in-market projects and initiatives.
•Provide necessary training to the customers or their vendors (if required by customer) to improve their operational efficiency and performance and provide advice on solutions/ fixes to prevent/ pre-empt future technical issues.
•Support the regional team in the project management activities, facilitate customer and partner relationships, and coordinate local-based activities assigned to customer and partner.
All About You
• More than 5 years experience in the Payment and/or Banking industry related fields.
• Good knowledge about card/digital payments (e.g. transaction flow, transaction processing and card center operations) is a critical skill for this role;
• Experience with working in International card scheme(s)/ payment processor will be an advantage.
• Demonstrable success in project management, focusing on technical aspects of customers’ accounts, and able to provide “hands on” operational support/ issue resolutions and technical implementation of Mastercard core systems/products & solutions
• Strong and proven experience in managing technical implementations and ability to navigate complex matrix environments for issue resolution/ operational support.
• Proven ability to work across cultures, time zones and career levels.
• Technical oriented and experienced in managing and delivering technical solutions.
• Understanding of Mastercard/Payment products and services at a high level is a plus.
• Able to clearly communicate complex technical and business information in an easy to understand manner
• Understand customer needs, empathize with customers’ pain-points and translating that into solutions to address them will be a critical skill for this role.
• Able to identify issues and proactively resolve issues through escalation to appropriate partners
• Proficient in both Bahasa Indonesia and English
• Able to effectively deliver messages both verbally and in writing
• Experienced in coordinating and tracking progress in large project implementations.

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.