Director, Implementation

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.

Job Title

Director, Implementation

Customer Delivery Europe is in the centre of the MasterCard Europe organization and the key contact between the Divisions, TECH, the Product & Innovation team and the other business units. We are close to the markets and to our customers.

Role

Within the CIS Europe team we are looking for a CIS lead leading one of our implementation project management teams.
- Acts as a senior reviewer to the project team, provides business/technical consultation in several related disciplines and translates senior vision to direct reports
- Makes recommendations on strategic direction and quality commitments (e.g., time-to-market, customer satisfaction, audit compliance).
- Supports compliance activities to ensure conformity with standard implementation metrics and SLA's
- Performs strategic, financial & resource planning, administration and departmental oversight.
- Formally supervises and coaches the group/team, helps identify and coach top talent within own team
- Responsible for all aspects of customer implementation engagements, oversees the beginning-to-end customer implementation process, including consultancy, training, project management, testing and customized production configurations for existing and new customers
- Partners with product team, sales team, Customer Delivery and TECH to customize specific implementation plans while providing technical and implementation expertise to customers
- Takes the lead as the primary interface between the customer and Mastercard during technical implementations
- Manages implementation projects and/or initiatives as an individual contributor with advanced knowledge of the discipline; is typically engaged in larger/more complex initiatives
- Holds frequent discussions with customers to unearth under-the-surface needs and translates them into implementation activities. Reviews customer needs to ensure deliverables meet demands; fine tunes back-office operations as needed
- Provides expertise to critical client inquiries; acts as first-reviewer of escalated requests
- Strategizes a critical path to improve customer service and customer effectiveness after discussions with customers
- Sells training services to customers, if and where needed
- Participates in the development, creation and documentation of implementation processes. Creates road maps and templates for tools (e.g., critical path designs, workflows) in order to drive for continuous improvement

All About You
- Experience leading projects across multiple locations and functions
- Passionate about forecasting needs, developing strategies and creating and executing organizational business plans, all with the ability to measure effectiveness and go for continuous improvement
- Experience providing regular feedback to team members and resolving performance issues as well as in hiring, supervising and coaching a team
- Experience with complex implementation projects (e.g., designing, testing, troubleshooting, tracking)
- Demonstrated ability to translate client needs into implementation activities
- Successfully sold products and services to customers; built rapport with varied client-base
- Experience with managing technical implementations and performing testing across MCI product and service offerings for complex customer accounts within multiple teams/geographies
- Experience identifying gaps in project plans and incorporating adjustments before implementation
- Successfully anticipated project risks and prepared comprehensive contingency plans
- Proven customer focus, business acumen, results driven, solutions oriented skill set
- Be a team player, strong documentation and communication skills.
- Stress-tolerant, motivated and proactive. Be positive minded, driven
- Process oriented, able to promote working procedures
- Able to be comfortable with ambiguity
- Be a true people manager
- Experience in card operations with emphasis on authorizations, clearing, settlement and fraud. Any API experience is a nice add-on

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, M