Manager, 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, Account Management

Overview:

The account team is responsible for leading the issuing and acquiring relationships with UK banks, understanding their needs and pain points, and identifying Mastercard products and services that will meet these needs, in order to grow the relationship and our respective businesses.

This Account Optimisation role will report into the Account Director responsible for a large UK bank, but will also work closely with the Account Directors responsible for the Commercial issuing and Acquiring relationship. The successful candidate will act as the conduit between the business and technology. Working in close collaboration as part of the account team and with the client, the role will highlight and support the Operational performance needs of the scheme relationship, act as a point of escalation, initiate and give direction on projects, identify sales opportunities, perform analytics/reporting and ensure a best-in-class service.

Responsibilities:

Work with the account management teams to drive Mastercard incremental growth and own specific end-client operational relationships to ensure clients receive the highest standards of service.

Act as first port of call for client operational escalations, over and above Mastercard BAU customer technical support. Help to navigate internal operations teams at pace, whilst managing client expectations and timelines through to resolution.

Undertake operational benchmarking analysis / research / reporting and lead operational reviews to improve client's operational performance.

Create content, to participate in monthly / quarterly client business review meetings.

Highlight key Mastercard announcements, & bulletins to the client and understand the impact on their business, facilitating meetings with subject matter experts as necessary.

Manage the client's compliance with Mastercard rules / obligations and be familiar with Mastercard manuals.

Assist in identifying business opportunities whilst supporting sales strategy and execution.

Build strong relationships and align with key internal functions to ensure customer feedback and requirements are regularly communicated. Involvement in advocacy, issue resolution, product inquiries, card scheme management, fraud and card processing discussions.

Serve as a proactive educated facilitator of communications and projects between Mastercard and the client. Oversee the delivery of Mastercard projects, by scoping the client requirements, initiating, and then driving the implementation process with delivery units, such as product, franchise and technology.

Ensure all management reporting is prepared and delivered in a timely manner both internally and externally.

Proactively identify ways to improve process & procedures.


Experience:

Experience in cards, payments, card scheme management or related fields with an understanding of authorisation, clearing & settlement processes.

Service orientated, customer focused individual with good attention to detail.

Experience in using reporting systems / databases / data analysis tools.

Proven strong team player whilst also being able to work independently.

Demonstrate knowledge and proactive interest in the evolution of the payments industry.

Be an experienced retail banking or payments professional with a good understanding of the payments ecosystem, trends, landscape, economics and value chain.
Be able to lead customer facing and internal meetings, engage all parties to get to the heart of issues and / or opportunities, and interact, influence and build consensus across a variety of internal and external stakeholders at all levels

Be capable of securing and coordinating indirect resources across Mastercard’s matrix-based organisation; critical to the success of this role will be securing the support required to deliver to your customer. Similarly, be able to navigate the customer’s organisation.
Demonstrate a structured, diligent approach. Be hands-on, execution-oriented; project management skills a big plus.

Be an outstanding communicator, able to engage multiple different 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 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.