Senior Analyst-Delivery Desk (Customer Support)

Title and Summary

Sr. Analyst, Delivery Desk

Overview

The Services team is a key differentiator for Mastercard, providing the cutting-edge services that help our customers grow. Focused on thinking big and scaling fast around the globe, this agile team is responsible for end-to-end solutions for a diverse global customer base. Centered on data-driven technologies and innovation, these services include consulting, loyalty and marketing programs, test-and-learn business experimentation, and data-driven information and risk management services. Within the Services organization, the Advisors & Consulting Services (A&CS) organization is responsible for delivering our various products and solutions to clients.

The A&CS Insights & Enablement group aims at constantly improving the overall efficiency of A&CS. This year, the ambition is to set up a centralized team dedicated to taking over administrative activities from A&CS Project Managers cohort. The Senior Analyst will be part of the newly created team to provide centralized support to the business.

About the Role

• Understand our business landscape, and engage with various key stakeholders in A&CS and other Services teams to identify their priorities and pain points

• Understand project management lifecycle, and proactively identify opportunities to centralize activities targeting to alleviate the admin burden on PMs

• Help establish and maintain operational processes to support business activities realizing efficiencies for A&CS team

• Build partnership with A&CS team closely collaborating with project managers and maintaining high customer support standards

• Liaise with other I&E teams to drive system developments and enhancements to ensure optimal user experience and business continuity

All about you

Essential skills and experience:

• Business acumen – Good understanding of the A&CS business drivers;

• Partnership – Required to work in close partnership with different stakeholders in A&CS team, across Services and Insights & Enablement organization;

• Project Management – Strong project management and communication skills;

• Analytical mind – Ability to run diagnostics and analysis to ground efficiency improvement proposals;

• Agility – Used to work in agile environment with short sprints, changing brief and ad-hoc teams;

• Tools: Good knowledge of Salesforce/ Financial Force and MS tools: MS excel, PowerPoint, etc.