MasterCard Business Operations Manager 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 Manager
Job Description for Business Operations Manager:
This Manager position will lead not only ATM & POS Operation Team but also conduct Service Event Management roles for all the platforms within the Business Operations (Biz OPS) Organization of Payment Transaction Services-Turkey. The position is located in Istanbul and directly report to Biz OPS Director 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.
Coaches and manages 24/7 ATM & POS operations team which effectively supports the POS and ATM customers of Mastercard within the defined operational processes and SLAs
Communicates with the internal and external customers not only to receive requests but also to proactively suggest solutions in order to improve the operational process.
As needed, delivering automated custom reports in order to meet the requests of internal and external customers by actively using the available BI tools.
Process Improvements: provide oversight to operational processes from end to end by defining, monitoring and improving the operational processes by aligning the 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.
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; priority ratings and production incident review (PIR)s
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.
Optimize and Protect Platform Health: Align product and customer focused priorities with operational needs to protect the existing platform and customer experience.
JOB SPECIFIC EXPERIENCES
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
Experiences in ATM and POS operations is a plus, not mandatory
Excellent organizational, analytical and interpersonal skills
Excellent written and verbal communication skills in English & Turkish
Equal Opportunity Employer
Requisition ID: R-62382