Director, Customer Account Manager

Our Purpose

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 Summary

Director, Customer Account Manager

Overview

The Director, Customer Account Manager role within Real Time Payments will have responsibility for the end-to-end customer solution and relationship, for a Small /Medium RTP customer, enhancing the commercial return for Real Time Payments by driving opportunities for profitable growth. The role includes responsibility for the customer strategy, customer relationship, reporting, operational resilience, Risk and Customer P&L.

Role

In this position, you will be :-

• Accountability for the strategic and long-term vision/agenda for your RTP customer account, focused on driving revenue generation through successful customer and regional partnerships, contract renewals, revenue diversification and commercial change requests.
• Accountable for managing the Customer Reporting process – mapped to agreed SLA/KPI metrics that power decision making.
• Responsible for the management of a detailed Customer Account Plan in collaboration with Regional Teams, improving visibility and tracking of customer activities at all levels, identifying business opportunities and product ideas.
• Accountability for the Customer Portfolio product roadmap and change management, ensuring alignment with core product strategy and development.
• Accountable for the RTP Customer P&L, working in partnership across RTP and wider Mastercard in driving service stability, cost stabilisation and optimisation, while securing and improving revenues and margins.
• Responsible for continuous review of customer and market landscape; recommendation, development, and implementation of new and creative approaches to ensure customer and Mastercard business objectives are met.
• Accountable for management of the demand into internal Product and Engineering teams assigned to support the delivery of CRs, Maintenance Releases and product solutions.
• Identifies how the business will respond and commit to complex customer needs and solutions, partnering with cross-functional teams to establish the best outcome.
• Accountable Our Purpose

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 Summary

Manager, Public Policy

Our Purpose

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.

About Mastercard

Mastercard is a technology company in the financial services industry. We operate the world’s fastest payments processing network, connecting consumers, financial institutions, digital wallet providers, merchants, governments and businesses in more than 210 countries and territories.

Mastercard’s Public Policy team protects Mastercard’s reputational and regulatory interests in markets around the world, working closely with regulatory, privacy and other business colleagues. We engage directly with policymakers and other stakeholders to build goodwill and common understanding. Our aim is to inform regulatory and policymaking in areas of relevance to Mastercard business and ensure that Mastercard’s business strategy is grounded in policy and regulatory reality.

We are a Global Public Policy team who works globally partnering across Mastercard to help shape and execute against our strategy. We demonstrate decency and personal accountability to help lead the business forward through hands-on engagement, partnership and strategic value creation.

The ideal candidate must thrive in a fast-paced environment and with a diverse workload. The candidate must have demonstrable experience managing projects, conducting research, organizing events, maintaining relationships, writing internal and external content, and building partnerships.

About The Role

The Manager, Global Public Policy will be a direct report of the Vice President for Multilateral Engagement and will support a comprehensive engagement, research, and advocacy on a wide array of issues in payments and digital policy This engagement strategy will focus on monitoring multilateral digital policy trends, developing internal/external thought leadership, supporting and managing engagement with relevant stakeholders across academia, think tanks NGOs, trade-associations and across Mastercard. In addition, this role will contribute to the ongoing development of the Policy Center for the Digital Economy (PCDE), Mastercard’s external platform dedicated to advancing and leading dialogue on critical public policy issues around the world.

Responsibilities

• Distill research insights and identify opportunities and methods, including data visualization, to communicate research outputs to a variety of internal and external stakeholders.
• Assist in writing and editing of key content, including blogs, articles, presentations, and infographics.
• Support the planning and execution of Mastercard engagement during key multilateral global events such as the UNGA, World Bank and IMF Spring/Annual Meetings, World Economic Forum, G20, APEC etc.
• Work with the Vice President for Multilateral Engagement on sustaining strong and active engagement with a wide array of global and regional multilateral institutions.
• Monitor digital policy programs and initiatives by multilateral institutions, assist in the editing of the Multilateral Monitor, and identify opportunities for priority engagement.
• Support the development and implementation of a global research agenda focused on digital and financial inclusion, emerging issues in digital policy, and multilateral cooperation on digital policy.
• Create engaging social media content that can help Mastercard reach influential audiences, such as policymakers, reporters, grassroots supporters and other online stakeholders.
• Project manage research activities to drive timely delivery of outputs and outcomes.

Skills/Experience

• Experience operating in matrixed organizational structure is a plus.
• Strong analytical skills, with demonstrated ability to conduct research, synthesize complex concepts, and prepare briefings for senior leadership.
• Demonstrated ability to analyze complicated business, economic, and policy issues.
• Demonstrated ability to work quickly, respond to urgent, unanticipated requests, and manage ambiguity.
• Excellent oral and written communications skills.
• Demonstrated interest in public policy, technology, current events, and the role of the private sector in the digital economy.
• Able to present complex issues to internal and external audiences, including senior leadership.
• Creative thinker possessing high level of comfort with fast-paced, dynamic work environment.
• Solid understanding of the multilateral institutions landscape.
• Proven skills in relationship management and managing multiple stakeholders with professionalism and maturity.
• Demonstrated project management, organization, and execution skills with strong ability to manage deliverables and deadlines for multiple initiatives and teams.
• Experience successfully supporting and executing policy research and/or advocacy programs.
• Prior work experience in international organizations, think tanks, research institutions, &/or public sector.
• Strong writing, editing, and proofreading skills and attention to detail.

In the US, 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 [email protected] 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.

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

• Report any suspected information security violation or breach, and
• Abide by Mastercard’s security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

Pay Ranges

Washington, District of Columbia: $145,000 - $224,000 USD