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Customer Experience Delivery Manager-LATAM

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The Customer Experience Service Delivery Manager will provide regional coordination and oversight in the delivery of cardholder service programs conducted by consumer-facing Service Providers in a specified geographic location.

The individual will be responsible for ensuring that each Service Provider has appropriated and trained representatives who will handle inbound and outbound contacts from cardholders, merchants and financial institutions. Specifically, is responsible for the execution of training curriculum and work closely with Global Service Delivery and Experience resources.

Additionally, the individual will ensure that service forecasting and quality measurement activities are conducted regularly; agent incentive and that service recovery activities are enacted. The individual will access tools that provide guidance to internal and external customers to drive service delivery performance, the recommendation of service model enhancements and product constructs that advance the MasterCard Experience and Engagement model.

The individual will also manage the escalation process to analyze service failure points and oversee the response process.

Major Responsibilities

Cardholder Experience Management

– The Manager will be responsible for regional projects in support of global product initiatives and customer experience improvement plans
– Drive the analysis of customer data and develop business solutions
– Provide project management for strategic and tactical initiatives
– Collaborate with Program Delivery resources and Regional Delivery Centers
– Responsible for maintaining and reviewing performance measurement results to drive improvements.
– Support and drive the implementation of Service Models that ensure alignment of cardholder experiences with MasterCard product strategies
– Assist in deployment of an integrated Engagement model philosophy across various regional touch points
– Act as a Cardholder Experience subject matter advocate across the Cardholder solutions business lines and proactively drives business process improvement to fulfill cardholder expectations

Performance Measurement

– Oversee the regional post-launch mystery shopping and other evaluation techniques to measure Service Providers quality
– Oversee the regional Cardholder Satisfaction survey process world-wide to ensure Service Provider adherence, conduct root cause analysis of results, and recommend strategic and tactical improvement plans
– Identify educational and training opportunities as result of measurement activities
– Collaborate with other Service Experience and Delivery resources on a proactive service recovery process

Training and Certification

– Deliver high quality written training materials with rapid turnaround
– Build curriculum and course work for vendors and customer facing employees
– Develop interactive, experiential curriculum for a diverse audience
– Provide project management project from analysis through pilot/revision
– Oversee pre-launch service experience testing to ensure all Service Providers are in a capable and in a ‘production ready’ state
– Review and enhance test scenarios in the Test environment

Reputation and Recovery

– Identify opportunities to create case studies to support communication to issuers
– Implement regional a consumer response process
– Oversees the customer complaint process regionally looking to use complaints as a key source for enhancing cardholder experience and reputation
– Oversee and manage the regional Agent Incentive program based on agreed upon objectives for Service Providers
– Oversee and manage the regional Recognition and Award programs that celebrate the delivery of the desired MasterCard cardholder experience for Service Providers
– Leverage the prepaid card program currently in development to recognize service delivery
– Ensure that programs offer inspirational awards that differentiates MasterCard from other customers serviced at the Service Provider


– Work with Service Providers to ensure optimal forecasting and occupancy targets
– Manage the regional Training, Testing/Measurement and Service Recovery

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