Description
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
Outsourcing Support and Complaints Manager (Open Banking) OverviewOpen Banking is a worldwide phenomenon, often driven by regulatory action. It represents a massive change in the financial services markets. In Europe through PSD2, it is a now a reality; and around the world other markets are actively discussing the adoption of similar approaches.
Mastercard is developing a global Open Banking business to capitalise on this new, global market opportunity. In the long term this business is expected to be a very significant contributor to Mastercard's global revenues. Initially our sales focus is across Europe and we have launched our first product offerings – see www.mastercard.com/openbanking.
Mastercard has created and is running a successful Open Banking Business in Europe and through acquisitions other parts of the globe. This role is to support the expanded services we will be offering in the United Kingdom.
Role
The role of the Outsourcing and Complaints Manager for Mastercard Open Banking Services UK (MCOBS UK) is the ensure the smooth management of vendors, customer queries/support and complaints within the agreed SLAs and the Outsourcing Register.
The Outsourcing and Complaints Manager will report to the Head of Risk, Legal Compliance and MLRO with a dotted line to the Chief Operating Officer for matters relating to outsourcing.
Key responsibilities will include:
• Oversees that the Outsourcing processes and documents are applied consistently, throughout MCOBS UK.
• Expert point of contact in MCOBS UK for Business Owners on Outsourcing and the Outsourcing Policy.
• Provide guidance to Business Owners on whether the service would be categorized as Outsourcing and whether Critical / Important – supported by Product and Engineering Legal.
• Maintain the internal Register of relevant Outsourcing arrangements (the “Outsourcing Register”)
• Ensure that Outsourcing arrangements are flagged Critical / Important Outsourcing as relevant in accordance with this policy and associated procedures.
• Establish a monitoring process for all Outsourcing arrangements.
• Owning and ensuring resolution on open on tickets / PIR (Post Incident Review) resolution.
• Owning and ensuring the Complaints process and all complaints received are dealt within the regulatory timeframes.
• Ensuring the appropriate execution of the procedural steps outlined in Customer Support Procedure.
• Being the contact point for customer escalations if a query and/or complaint is not initially handled to the customer's satisfaction.
• Ensuring that Customer Support teams are adequately and regularly trained to provide the support expected by our Customers and PSUs (Payment Service User).
• Regularly report Information to relevant stakeholders (E.g. KPI´s to management, feedback to product teams.
All About You
• Strong technical and process background
• Able to function in a highly matrix environment
• Experienced project and/or product manager, familiar with the demands of ongoing “run” of a live business founded on technology products and services
• Strong customer-centricity
• Self-starter and delivery focused, actively collaborative, able and willing to share best practice and progress multiple initiatives simultaneously.
• Highly organised, structured thinker with strong attention to detail
• Stakeholder manager with the ability to build cross-functional relationships and to work, under pressure, with different teams and across different countries / cultures.
• A builder of bridges who can identify a route to a solution across a complex environment. A ‘can-do' and ‘will-do' attitude.
• Communication
• Strong written and verbal communication skills in order to clearly explain complex topics
• Strong listening skills
• Strong presentation skills at all levels
• Calm under pressure
• Willingness to “get sleeves rolled up” to ensure the right things happen
• In addition, the following, whilst not essential would be very desirable:
• Knowledge of Open Banking/PSD2 & APIs desirable
• Literacy in banking, payments and technology industries
• Expertise in agile product development methodologies
• Change management experience
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.
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