Senior Business Leader - Product Delivery - MasterCard - Japan - Tokyo

Job description
Job Overview
Customer Delivery Group role is to deliver reliable and consistent product deployments/launches, provide technology consulting support to functional partners and Sales/Accounts organizations, and act as focal point to Customers for operations support with matters related to authorization, clearing, settlement, as well as any MasterCard product or service.

This position is responsible for establishing the products implementation strategy and leading/managing the team conducting the tactical implementation activities, providing customer operations, technical and brand management support.

This SBL is responsible and accountable for the operational and technology relationship directly with customers, merchants and other institutions in the market.

Major Accountabilities
• Oversee Customer Delivery program managers handling deliveries of product launches, technology deployments, and solution development
• Charter delivery project pipeline in coordination with respective business and functional partners
• Retain required support from and lead active product launches related problem-solving with MasterCard’s Regional and Global stakeholders including Customer Delivery, MasterCard Technologies & Operations, and Franchise Development
• Plan and secure adequate skilled resources for projects to achieve implementation and business targets
• Oversee Operations resources responsible for the operational and technical relationship with customers
• Manage daily customer inquiries and issues for appropriate resolutions to complex technical or operational problems, working with Regional and Global Operations groups to push through solutions for the market as required
• Provide support while driving customer's compliance with all MasterCard technology upgrades and product enhancements (includes but not limited to payment devices, mobile and terminals, chip technologies, etc.) as defined in the MasterCard Operations bulletins and system upgrade releases
• Identify customer needs and drive regional roll-out plan for customer training and communication of operational enhancements/changes
• Oversee brand management processes for the purpose of delivering on the established pipeline and in-progress product launches
• Assist customers and related Sales/Account teams with the licensing, customer risk management, and card design/programs processes of in-progress product implementations
• Coordinate with Regional and Global Franchise Development organizations for global brand compliance and customer impact assessment impact of new policies/changes to the MasterCard Rules
• Manage the process until resolution with Regional Customer Risk Management and liaise with regulatory authorities in the event of a customer settlement failure
• Lead the organization and ensure all tasks are coordinated and delivered timely
 Provide leadership, direction and supervision to staff; regular updates on the group’s budget, customer activities, risk and mitigation responses, progress towards target and tracking of business results
 Ensure initiatives align with business goals and manage performance metrics and group/country objectives
 Establish and continuously evaluate the potential sales/implementation opportunities in coordination with Account Leads
 Ensure group or project is adequately staffed; trained and managed, which includes planning and anticipating future staffing and/or training needs
 Understand and identify current and future trends in infrastructures, operations related technologies which could impact customer and internal staffing requirements
 Act as spokesperson for Customer Delivery Group’s services, features and functionality to customers, merchants and other institutions

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