Senior Vice President, Customer Solutions Center, Australasia

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.

The Customer Solutions Center is a new structure which enables Mastercard to develop better solutions & bundles for prioritized customer segments in markets. It aims to drive Mastercard growth, influence and revenue by creating and selling compelling data-driven, scalable needs-based solutions to new and existing customers by tapping Mastercard’s extensive toolbox of product and service offerings. The Customer Solutions Lead is both a strategic and execution driven role that understands market, segments and customer needs, translates market strategy to solutions for frontline, coordinates efficient resourcing against priorities, and enables knowledge sharing.

The role will be responsible for a broad range of functions and capabilities including Solutions Architects, Technical Architects, Digital & Consumer Solutions, Services. Responsibility for Australia, New Zealand and Pacific Islands. The SVP – Customer Solutions Lead will report to the Australasia Division President.

Key Responsibilities

• Understands overall market strategy, industry trends, and customer needs for all segments in a given geography.
• Works with market president to prioritize opportunities.
• Responsible for compiling of solutions to deliver meaningful value for MA customer base.
• Empowers AMs and BDs to farm and hunt. Supports account planning, opportunity identification, and solutioning for frontline sales.
• Meets customers to support important pitches and understand their needs.
• Manages the capacity and focus of the solution architects (SA) and product specialists within the customer solutions center to ensure that each prioritized opportunity gets the right level of support it requires.
• Builds agile 'squads' for high or moderately complex opportunities/RFPs requiring multiple MA capabilities by staffing with the right resources.
• Tracks performance of agile 'squads' as well as resources in the Customer Solutions Center. Takes necessary actions to improve performance.
• Provides market intelligence and requirements to regional Product Management and Product Development teams along with their associated product specialists.
• Drives Mastercard strategic solutions/products in a holistic way to advance local payment ecosystem to ensure the current Mastercard strategic focus is executed at the market level.
• Shares best practices with other CSCs within and across the region to drive better customer experience and more relevant solutions.
• Identifies gaps and requires additional investment in the customer solutions center based on evolving market needs – in collaboration with the relevant market heads.
• Travel required in the role.

Required Skills

• Strong understanding of industry trends and market intelligence.
• Good understanding of regionally relevant MA products, services, and solutions.
• Solid product management knowledge and experience.
• Knowledge of new technologies and methodologies and how they are being applied today - AI, agile.
• Detailed payments experience in issuing, acquiring, fintech.
• Ability to link market developments to implications on MA products and services.
• Solid Leadership and cross functional team management experience.
• A proven ability to influence and motivate others to achieve objectives.
• High energy, strong people leadership, experience in leading diverse teams.
• Strong analytical and financial understanding.
• Good understanding of product technology and APIs.
• Strong interpersonal skills - the ability to build rapport and credibility quickly across functions.
• Strong negotiation skills with a proven track record in delivering commercial performance.
• Exceptional stakeholder management skills.

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.