Senior Specialist, Product Operations
il y a 1 semaine
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
Senior Specialist, Product Operations
Job Title: Customer Support Engineer
Company description
HomeSend is a joint venture created by MasterCard, Wameja and BICS that enables B2B cross-border and cross-network value transfers through a single connection. It builds on the successful deployment of mobile enabled person-to-person transfers in emerging markets and the digitalization of money transfer services. The HomeSend service innovatively bridges the gap between finance and telecommunication service providers and enables consumers to send money to and from mobile money accounts, payment cards, bank accounts or cash outlets - regardless of their location or that of the recipient.
Overview of function
- Provide assistance to HomeSend customers relating to their use of HomeSend services. While the Level 1 team is the first point of contact for customers handling the majority of queries, the Level 2 customer support team members handle the more complex customer cases and provide support and training to the Level 1 team.
- Provide operational monitoring and support for services provided to our customers.
Key responsibilities
- Provide technical and business-related knowledge to the L1 team to help resolve customer queries, this includes knowledge management (documentation)
- Detect possible breakdowns service interruptions to our partners and anticipate potential problems
- Root cause analysis (mature problem, configuration, change mgmt., process)
- Analyze service performance trends
- Escalate to appropriate group a detailed issue tracking (ticket), status update to logger (requester)
- Process automation capabilities & detect possible heaviness’s procedural improvements
- Resolve customer queries that have been forwarded by the Level 1 team
- Take ownership by coordinating the feedback to the customer where analysis is required from other HomeSend departments
- Perform customer service monitoring value analysis
- Carry out specific research for technical queries both internal and external
- Coordinate minor configuration changes that must be performed by customers
- Monitoring of specific transactional flows
- Participate in monitoring of internal operational processes
- Creation of system generated alarms to anticipate potential partner service interruptions
Preferred skills and experience
- Has studied at higher education level, can learn fast and is willing to reach autonomy rapidly.
- Can manage stressful situations and is willing to maintain an up-to-date knowledge the company's systems, products and procedures.
- Has excellent inter-personal communication skills and can demonstrate a customer-service oriented attitude and a supportive mindset.
- Can display analytical thinking and to provide consultancy and guidance to Customer about specific question
- Has proven experience in a technical/commercial/support position, preferably in a service or financial institution.
- Is familiar with common Information Technology Office tools (MS Excel) and is interested in acquiring more knowledge in this domain.
- Can provide training to newcomers and/or customers.
- Very good knowledge of the English language (verbal and written) and any other language is an asset.
- ITIL - certification is a plus
- Basic knowledge of Linux, Splunk, Jira is a plus
Main Working Partners
Soft skills
- Leadership - Leadership is demonstrated by actions, accountability and results.
- Communicate clearly and appropriately
- Problem solving, prioritization
- Organization, time management, work management - Plan and manage your work efficiently
- Customer service oriented
- Data processing
- Ability to work and interact effectively in a multi-cultural team.
- Spoken and written technical English is mandatory.
- Innovative - Suggest new technologies and/or methods to improve our service and daily jobs
- Teamwork - A good team works as one - locally, globally
- Positive attitude - Positive attitude produces positive results; enjoy what you do
- Customer focus - Our customers are the reason for our existence
- HomeSend’s goals drive your behavior - Deliver outcomes based on HomeSend’s goals.
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, a
-
Senior Specialist, Product Operations
Il y a 7 mois
Waterloo, Belgique Mastercard Temps plein**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....
-
Senior Specialist, HR Services
Il y a 7 mois
Waterloo, Belgique Mastercard Temps pleinOur 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...
-
Senior Vice President, Operations
Il y a 4 mois
Waterloo, Belgique Mastercard, Inc. Temps pleinSenior Vice President, Operations & Technology, Europe **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,...
-
Specialist, Product Management
Il y a 7 mois
Waterloo, Belgique Mastercard Temps pleinOur 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...
-
Specialist, Product Management
il y a 1 semaine
Waterloo, Belgique Mastercard Temps pleinOur 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...
-
Senior Security Operations Center Incident Response
il y a 1 semaine
Waterloo, Belgique MasterCard Temps pleinThe Security Operations Center (SOC) is a high-performance team responsible for security monitoring and response using advanced toolsets. The team is available 24/7 though a globally distributed operational team. The Security Monitoring and Response Senior Analyst is an integral member of the SOC’s Incident Response team, providing direct support for...
-
senior accountant international
il y a 3 semaines
Waterloo, Wallonia, Belgique Austin Bright Temps pleinAbout the Company: Our client, a renowned international company specializing in cultural entertainment, is seeking a Senior Accountant to join their growing team. With decades of experience, this Italian-founded company is recognized for its innovative and creative approach, delivering captivating cultural experiences for audiences of all ages. With a...
-
Senior Counsel
Il y a 2 mois
Waterloo, Belgique Mastercard Temps pleinOur 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,...
-
Senior Specialist, Implementation
il y a 7 jours
Waterloo, Belgique Mastercard Temps pleinOur 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...
-
Senior Professional, Finance Business Partner
il y a 4 jours
Waterloo, Belgique MasterCard Temps pleinOur 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...
-
Senior Counsel
Il y a 7 mois
Waterloo, Belgique Mastercard Temps pleinOur 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...
-
Senior Accountant
il y a 11 heures
Waterloo, Wallonia, Belgique Austin Bright Temps pleinAbout the Company: Our client, a renowned international company specializing in cultural entertainment, is seeking a Senior Accountant to join their growing team. With decades of experience, this Italian-founded company is recognized for its innovative and creative approach, delivering captivating cultural experiences for audiences of all ages. With a...
-
Senior Counsel, Privacy and Data Protection
il y a 1 mois
Waterloo, Belgique Mastercard, Inc. Temps pleinSenior Counsel, Privacy and Data Protection **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...
-
Senior Design Engineer
il y a 1 semaine
Waterloo, Walloon Region, Belgique ZipRecruiter Temps pleinJob DescriptionThe Senior Design Engineer will work as a valued member of the Engineering team. This job will work with a team of design engineers responsible for designing mechanical products and systems resulting in a finished product that meets the needs and expectations of their customers.ResponsibilitiesPlan and complete engineering projects according...
-
Senior Analyst, Financial Planning
Il y a 9 mois
Waterloo, Belgique Mastercard Temps pleinOur 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...
-
European Cyber Resilience Centre
Il y a 4 mois
Waterloo, Belgique Mastercard, Inc. Temps pleinEuropean Cyber Resilience Centre - Operations 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,...
-
European Cyber Resilience Centre
Il y a 5 mois
Waterloo, Belgique Mastercard Temps pleinOur 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...
-
Manager, Products
il y a 2 semaines
Waterloo, Belgique MasterCard Temps pleinOur 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...
-
Product Category Manager
Il y a 7 mois
Waterloo, Belgique IZ Recruit Temps pleinWe are the number one têxtile brand in Europe, and still growing. Known for beautiful, timeless collections for a wide portfolio of business segments. We imbue all our collections with rich storytelling that envokes our ‘Savoir Faire’, business mindset but mostly our commitment to our business partners. Our company is lead by a CEO, who in turn is...
-
Associate Specialist, Implementation
Il y a 7 mois
Waterloo, Belgique Mastercard Temps plein**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....
