Director, Product Management - Security Solutions - Asia Pacific

Director, Product Management - Security Solutions - Asia Pacific

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.

Overview

The Dispute Management & Post Transaction Experience team as part of the Security Solutions organization is managing cutting-edge technology and data analytics to provide Mastercard customers better capabilities in Dispute handling, Post Transaction Experience that reduces the friction, improves better fraud management strategies and enhances the end customer experience. This is part of the overall vision to:

1. Enable trust, compliance & security-by-design across all our rails
2. Enable our customers to participate in the growth potential of the Digital commerce
3. Provide transaction transparency to consumers
4. Expand Mastercard’s reach by providing direct relationships to Central Banks, Country Regulators, Payment Processors etc while deepening relationships with issuers and acquirers across the Asia Pacific region

The candidate will serve as the lead for the Post Transaction Experience and Dispute Management for the AP region. The candidate will drive collaboration and coordination across the Mastercard organization to define, deliver and expand use of Mastercom and Ethoca solutions across new and existing customer segments. The candidate will have responsibility for market product management, sales coordination and achievement of revenue targets, helping ensure the maximization of value for Mastercard and our customers.

Role

The three primary areas of responsibility include:

1. Management, alignment and execution of Mastercard’s Post Transaction Experience and Dispute Management across line of business:

• Drive coordination of business and customer activities across teams, helping ensure transparency, communication and alignment to maximize revenue and customer satisfaction.
• Identify and prioritize new opportunities to broaden the reach of Mastercom and Ethoca solutions.

• Responsible for achievement of in-year and multi-year revenue targets.
• Enhance customer experience and satisfaction by leveraging data insights, voice of the customer feedback to drive process and product enhancements.
• Develop and maintain ongoing assessment of competitive landscape to inform sales strategy and future product roadmap.

• Responsible for end to end management of Mastercom, Ethoca and Dispute management solutions across the AP region.
• Serve as the SME in Post Transaction Experience and Dispute Management and support advanced sales opportunities as needed.

All About You

• A broad, cross-functional view of payments, digital commerce, and dispute management with varying degrees of expertise on strategy, processes, governance and enabling technologies.
• Digital Fraud management and Dispute Management experience at FIs and Processors a big plus.
• Strong product management or product marketing experience with excellent business acumen, strategic thinking, people management and relationship building skills.
• Experience translating strategies into product launches and implementation plans across multiple markets.
• Proven record of writing concise and accurate documentation with thorough attention to detail.
• Excellent verbal communication, comfortable presenting, influencing and negotiating at senior management level, able to shift gears for audiences from different business disciplines of varying technical ability.
• Self-starter with a strong work ethic and highly organized, holding self and others to high standards, able to work autonomously and as part of a team, fostering a positive team culture.
• Open and creative; comfortable with uncertainty in a changing/fast paced environment.

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.