Director, Customer Performance
Vor 6 Tagen
Job Title:
Director, Customer PerformanceOverview:
Director, Customer Performance in Western EuropeOverview:
The role is the primary interface with customers and customer facing teams regarding customer performance (fraud rate, approval rate, authentication success rate, compliance with standards) in Western European countries.
Role:
Responsibilities include selling and delivering Franchise Solutions (trainings, performance optimization projects, mandatory FMP reviews) and engaging with customers when there are performance issues (including rule violations). The role also requires identifying fraud trend and to share these with product teams, customers, banking associations and regulators.
Reports to Vice President, Customer Engagement & Performance.
All about you:
Fraud management experience, knowledge in card payments and transaction processing (including authentication and authorization), understanding of scheme rules and ideally European rules like PSD2 are required. The ideal candidate will have worked with financial institutions on fraud and approval rate optimization, or have experience in selling tools and solutions in this space.
Required competencies:
1. Communication: Strong verbal and written communication including delivering presentations, are necessary at both business and technical levels. Being able to sell ideas is desired.
2. Collaboration: collaborates effectively by taking ownership without being asked and working with team members to achieve common goals.
3. Execution: drives execution with strong follow-up of action items, making efficient use of time and incorporating contingencies into planning and following through on commitments.
4. Performance: is focused and results driven, able to identify opportunities for selling Franchise Solutions and other Mastercard services.
5. Flexibility: exhibits flexibility and commitment demonstrated by remaining focused when unanticipated changes occur and by effectively resolving conflicts to accomplish goals.
6. Problem solving: Identifies root causes of problems thanks to data analysis, thinks creatively to find and implement solutions, rather than just raising issues.To find US Salary Ranges, visit People Place. Under the Compensation tab, select "Salary Structures." Within the text of "Salary Structures," click on the link "salary structures 2025," through which you will be able to access the salary ranges for each Mastercard job family. For more information regarding US benefits, visit People Place and review the Benefits tab and the Time Off & Leave tab.
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