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.