Who you are

- Demonstrated customer and relationship management skills and ability to build and maintain strong, positive working relationships at all functional levels within customer and internal MasterCard organization is essential

- Experience in payments business with preferred area of experience in credit and debit card operations (issuing and acquiring) - authorizations, clearing, settlement, and fraud & risk management

- Demonstrated successful Account Management experience

- Ability to manage complexity and simplifying for customers and key stakeholders

- Technology and operations related skills required; project management and implementation skills preferred

- Demonstrated operational excellence in managing escalations and timely responses

- Ability to grasp technology details and translate them into solutions and/or to address business opportunities

- Strong analytical/problem solving and planning skills

- Ability to quickly learn, explain and bridge the gap between the business, product and technology that supports it

- Ability to thrive and effectively collaborate in a dynamic, quick-paced, team environment that embraces giving, receiving as well as acting on feedback

- Ability and willingness to provide off-hours support to customers if needed

- College/University degree or equivalent work experience with emphasis on business, and information technology and/or bankcard industry experience

- Information technology and relevant industry experience preferred

What the job involves

- The Technology Account Management team is responsible for delivering all technology and operations supporting North American Markets (NAM) customers

- This team identifies customers’ technology needs and solves them with MasterCard’s technology assets, tools, and services

- Reporting to the Director,



Technology Account Management in Customer Delivery Canada; In this customer-facing position, the Technology Account Manager, will build, grow, and manage the operational and technological relationship with Key Accounts in market (including issuing members, acquiring members, and/or processors)

- Ensures resolution of day-to-day technical/operational issues, customer issues and/or as related to assigned delivery projects

- Identifies and delivers against customer and Mastercard business and corporate objectives, opportunities, and commitments

- Be a strong communicator, works with a sense of agility & urgency, while delivering quality output to customers and internal partners

- Acts as central point of contact for customers and/or MasterCard customer representatives

- Partners with cross functional partners including Sales, Marketing, and Products throughout Mastercard supporting the internal development and implementation of any new product and/or technology enhancement and support

- Establishes close working relationships with internal and customer's executive- and decision-making-level contacts

- Brings ability to enhance customer experience by driving business growth with portfolio optimization, emerging technologies, and find faster ways to get work done with sustained quality

- Analyzes and improves customer operational performance and profitability through back-office reviews, ie. chargebacks, authorization, etc

- Identifies and arranges for training and communication of operational enhancements

- Participates in and contributes to account planning with customer and internal partners to prioritize strategic, mutually shared objectives

- Works with internal colleagues to ensure customer's compliance with all Mastercard technology enhancements

- Executes project initiatives and develops quantitative/qualitative report

- Improves product offerings by communicating customers' feedback to Product Management and applicable internal teams

📌 Manager of Technology Account Management (Toronto)
🏢 Mastercard
📍 Toronto