Job 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 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 BizOps Engineer

Summary
Overview

• Provides first tier technical support directly to constituents via phone, web or email communications
• Manages vendors who work primarily with cardholders to diagnose problems and/or resolve questions
• Provides support on all/most functions within the Customer Support function

Responsibilities

• Investigates and resolves consumer product/service issues, concerns and requests according to established policies and procedures as well as guidance from more senior resources (as needed)
• Serves as a subject matter expert capable of formulating solutions to consumer issues through simulation and cross work stream collaboration
• Escalates complex or unusual consumer product/service inquires and issues to appropriate senior resources
• Contributes to development of new product or product enhancement service as well as process improvement efforts and initiatives associated with optimization of resources and consumer support delivery
• Leads medium-sized projects/initiatives as an individual contributor with knowledge of Mastercard's products/services within a particular discipline
• Provides guidance to less experienced team members

Experiences

• Extensive experience troubleshooting and contributing to the delivery of holistic resolutions to consumer product/service inquiries
• Experience implementing process improvements according to standard procedures
• Experience serving as a subject matter expert to deliver resolutions in a timely manner

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.