MasterCard Business Operations Director in Istanbul, Turkey
Who is Mastercard?
We are the global technology company behind the worlds fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.
Business Operations Director
This Director position will lead Business Operations for Payment Transaction Services-Turkey. The position is located in Istanbul, Turkey, will support teams located in Istanbul and directly report to VP in Istanbul.
The role of business operations is to be the production readiness steward for the platform, by managing, mitigating or elevating awareness of the business risk of all customer interactions with MasterCards technology platforms. We accomplish this by linking every technology recommendation with a business value, continuously monitoring platform health indicators, and elevating awareness when one of our main objectives is at risk.
Support daily operations with a hyper focus on triage and then root cause by understanding the business implications of our products. Shift left to be more proactive and upfront in the development process.
Proactively manage production and change activities to maximize customer experience, and increase the overall value of supported applications. Streamlining and standardizing traditional application specific support activities.
Centralizing points of interaction for both internal and external partners by communicating effectively with all key stakeholders.
Align Product and Customer Focused priorities with Operational needs.
Production Readiness Steward: Ensure any new products or product enhancements have the appropriate operational support structure to deliver advertised business outcomes. Elevates any unresolved risk concerns to business technology group executive.
Business Outcomes Monitoring: Ensure any documented service commitments are monitored, and appropriate mitigation steps taken to restore or maintain service commitments.
Relentless Focus on Automation and Self-Service: Relentless elimination of manual activities where possible and economically viable. Provide visibility to business technology group executive regarding areas of risk.
Optimize and Protect Platform Health: Align product and customer focused priorities with operational needs to protect the existing platform and customer experience.
Service Event Management: Provide oversight to platform service events, with objective to restore service quickly and drive to root cause remediation. Remove friction points during service events for touchpoints with internal and external stakeholders.
Collaborate with internal teams on: SLA Management/Dashboard reporting; Customer Communications about service events; Customer Temperature communication; Priority Ratings and Production Incident Review (PIR)s
All About You:
Experience in application development lifecycle and the cutting edge industry trends and standards.
Proven track record in supporting production applications to facilitate change and incident activities
Experience in working across development, operations, and product teams to prioritize needs and resolve differences through thought-leadership and partnership.
Experience in customer support and delivery roles
Experience with defining and delivering on long term strategies
Experience with financial oversight
Experience with financial and process efficiencies
Equal Opportunity Employer
Requisition ID: R-49855