Mastercard
Financial Services
Director,CustomerTechnicalServices(ContactCenterLead)
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“Director, Customer Technical Services (Contact Center Lead) at Mastercard. Skills: Customer Technical Services, Contact Center Management, Cross-border Services. Develop policies and procedures. Implement service standards”
What You'll Achieve.
Improve customer experience; Improve service quality; Improve timeliness of service
Industry & Context.
Problem-solving; Decision-making under pressure
What They're Looking For.
Must Have
Bachelor's degree in finance or Business Administration, Considerable experience in a leadership role, Oral and written proficiency in English, Oral and written proficiency in Filipino
Nice to Have
Written and oral proficiency in Chinese language
What You'll Do.
Develop policies and procedures
Implement service standards
Handle exception payments
Deliver against service levels
Manage customer inquiries
Manage issue resolution
Oversee escalation process
Ensure regulatory compliance
Ensure information security
Follow internal policies
Communicate trends to leadership
Identify operational inefficiencies
Implement process improvements
Improve customer experience
Improve service quality
Improve service timeliness
Perform resource forecasting
Perform capacity planning
Provide communication updates
Conduct performance appraisals
Monitor customer feedback
Monitor satisfaction metrics
Support managers and supervisors
Keep employees informed
Foster positive work environment
Foster employee engagement
Create sense of belonging
Act as primary point of contact
Partner with functional leaders
Communicate with country manager
Communicate with People & Capability partner
How You'll Work.
Team & Collaboration
Cross-functional teams; Global stakeholders; Functional leaders globally
Communication Scope
Written communication; Verbal communication; Interpersonal abilities; Public speaking
Full Job Description
**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 accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential._ **Title and Summary** ### Director, Customer Technical Services (Contact Center Lead) ### Overview: Mastercard Cross-Border Services helps banks, digital providers, and non-bank financial institutions modernize their Cross-Border payment services to provide senders (consumers and businesses) with faster, more transparent, and more secure payments through multiple channels and payout methods. Cross-Border Services specializes in use cases including P2P (remittances), B2P (disbursements), and B2B (business payments) and supports a variety of payout options including bank accounts, mobile money accounts, and retail cash pick-up. The ideal candidate should have a deep understanding of the payment’s ecosystem, strong leadership skills, and the ability to drive strategic initiatives. The Role: This position is a senior leader position, located in CDMX, Mexico. The Director and Contact Center Lead, manages the Customer Support organization and all associated activities for our Manila, Philippines and CDMX, Mexico locations. The Contact Center supports customers globally which are consuming the Mastercard Cross-border services. Currently there are 50+ Customer Support employees reporting into their respective supervisors/manager units. The position includes the following responsibilities: \- Develops and implements policies, procedures and service standards for customer correspondences, exception payment handling and resolution activities. \- Develops and implements co
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