Senior Vice President, Customer Solutions Center Lead

Senior Vice President, Customer Solutions Center Lead MasterCard

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 culture of inclusion 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.

Title and Summary
Senior Vice President, Customer Solutions Center Lead, East Arabia. Our Customer Solutions Centers across Mastercard lead the product solutioning for prioritized customer segments in markets. It is the housing for all Mastercard's products & services capabilities in a geography, and it aims to drive Mastercard growth and revenue by creating and selling compelling data-driven, scalable, and needs-based solutions to new and existing customers by tapping into Mastercard's extensive suite of products and services offerings. The Customer Solutions Center Lead is a strategic as well as an execution-driven role who understands market, segments, and customer needs, translates market strategy into solutions for the frontline teams, coordinates efficient resourcing against priorities, and enables knowledge sharing. The Customer Solutions Center Lead reports to the Division President and works closely with the Cluster General Managers in East Arabia, as well as key internal products and services stakeholders.

Key Responsibilities:

1. Enable market strategy: Understands overall division and market strategies, industry trends, and customer needs for all segments in the East Arabia markets. Works with Division President to prioritize strategic opportunities and develop initiatives across the geography that support Mastercard's growth and relevancy.
2. Empowers Account Managers to farm and hunt by providing product & services expertise to the Account Management teams. Supports account planning, opportunity identification, and strategizing and solutioning for frontline sales.
3. Meets customers to understand their needs, scope out requirements, and supports on important pitches as needed.
4. Monitor utilization of products and platforms by our customers and identify opportunities for cross-sell and upsell actions. Orchestrates cross-functional teams to deliver high-quality product solutions, service bundles, as well as direct cross-selling.
5. Leverage Mastercard capabilities to translate market strategy into solutions.
6. Responsible for developing solutions for customers across all of our products & services, working to break down silos across verticals and bring value to our customers through integrated solutions that meet their needs balancing delivering scalable solutions with local relevancy.
7. Shares market & segment knowledge and future anticipated needs with Regional Product to help inform future product enhancements or new developments.
8. Manages the capacity and focus of the Solution Architects (SA), and Product Specialists within the Customer Solutions Center (CSC) and works closely with the Product and Services BD Lead to ensure that each prioritized opportunity gets the right level of support it requires.
9. Builds agile 'squads' for high or moderately complex opportunities/RFPs requiring multiple MA capabilities by staffing with the right resources.
10. Owns and monitors CSC performance metrics reports across the division, leveraging the regional analytics team, to create awareness, prioritize and address risks and opportunities.
11. Tracks performance of agile 'squads' as well as resources in the Customer Solutions Center. Takes necessary actions to improve performance.
12. Identifies gaps and requires additional investment in the customer solutions center based on evolving market needs in collaboration with the relevant market heads and regional product/services teams.
13. Enable knowledge and best practice sharing: Provides market intelligence and requirements to regional Product Management and Product Development teams along with their associated product specialists.
14. Helps market development/segment heads with market intelligence and insights on demand for specific solutions across their segments.
15. Shares best practices with other CSCs within and across the region to drive better customer experience and more relevant solutions.
16. Dual People Leadership: CSC function typically has individuals with Dual (or matrix) management (employees with 2 people leaders) to increase alignment and collaboration across countries/markets and regional functions. CSC Lead will play a key leadership role in ensuring strong alignment & balance (markets vs function) around objectives/KPIs and necessary rigor around meaningful feedback conversations to support fair and robust performance reviews.

Required Skills
Strong understanding of Payment and Fintech industry trends and market intelligence. Strong understanding of product development lifecycle, product optimization, and performance management, as well as good understanding of relevant technology platforms, payment stacks, and APIs. Good understanding of regionally relevant MA products, services, and solutions. Ability to link market developments to implications on MA products and services. Strong strategy, operations, analytical, and financial understanding. Proven ability to influence senior stakeholders, build a high-performing team, and motivate others to achieve objectives. Autonomous leader with passion and vision with strong people leadership, experience in leading diverse and cross-functional teams. Strong interpersonal skills - the ability to build rapport and credibility quickly across functions.