Manager, Implementation

Mastercard-posted 2 days ago
Full-time • Manager
Miami, FL
5,001-10,000 employees
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Overview: The Cross border TPI team is a global team within the Global Customer Delivery and Care Product Enablement organization dedicated to providing comprehensive support for products and services that require enhanced customer guidance. This team actively collaborates with product owners, development teams, and various Delivery teams and to deploy solutions swiftly, efficiently, and with predictability. Their responsibilities encompass aiding customers and prospects from pre-sales through production by offering enhanced technical guidance. Additionally, they focus on equipping our Delivery teams with the necessary support and improved processes and documentation to facilitate the rapid and scalable execution of customer projects. The Cross border TPI Team at its core is a technical team having development experience with the following remit: • Responsible for educating and supporting new and existing customers on the integration aspect of Cross Border Services product implementations including consultancy, training, testing, and customized production configurations. • Partners with Global Product, Customer Delivery and TECH provide technical and product expertise support to customers throughout the lifecycle of the customer journey from pre-sales to production launch. • Partners with Product Owners and Global Product Integrators to define requirements for product, process, and tool enhancements ensuring adherence to standards, processes, and best practices. • Responsible to upskilling Regional Delivery teams with the technical knowledge required to best support our customers, through training, documentation, and tooling enhancements with a key focus on cross-border services.

  • Support customers throughout the onboarding journey, including pre-implementation, ensuring they have the level of understating required to complete implementation including what is required to code to our APIs and complete integration successfully.
  • Partner with Regional Delivery teams to troubleshoot customer integrations during implementation, providing guidance to implement with speed.
  • Partner with Global Product Integrators to provide product technical training and enhanced technical documentation for Regional Delivery teams.
  • Support collection and reporting of team KPI metrics.
  • Participate in strategic conversations with key stakeholders and leadership.
  • Engage with key stakeholders across the organization for continuous improvements.
  • Partner GPI, Product, and Regional Delivery to enhancing the product through programming, unit testing, implementation, and documentation with a focus on seamless customer integration.
  • Actively seek opportunities to enhance standards, improve process efficiency, and enhance the customer experience in partnership with key stakeholders with feedback to the team lead.
  • Strong understanding of bank payments systems, technology and infrastructure.
  • API Expertise is required.
  • Customer-facing Support experience required.
  • Must be high-energy, detail-oriented, proactive, and able to function under pressure to meet tight deadlines.
  • Strong verbal and written communication skills.
  • Strong relationship, collaboration, and organizational skills with a high degree of initiative and self-motivation.
  • Ability to work as a member of matrix based diverse and geographically distributed project team.
  • Willingness and ability to learn and take on challenging opportunities.
  • Can quickly learn and implement modern technologies, application appropriate frameworks and tools.
  • Must have exceptional attention to detail.
  • Must be proactive in anticipating the customer’s, our partners, and the business needs.
  • Ability to comprehend and apply complex concepts and technologies.
  • Ability to deduce and discern challenges, bottlenecks, and pitfalls at conceptual phases of an architecture, solution and / or infrastructure.
  • Language fluency o English o Spanish o Portuguese
  • Cross border system & network understanding preferred.
  • SWIFT messaging standard expertise and experience preferred.
  • Experience in complex technology change projects within banks or at Fintechs.
  • Experience with Mobile and internet banking systems.
  • Cross border payment processing experience with FX management, Treasury management, AML & sanctions screening know how.
  • Experience in payments as a service and cloud banking.
  • Experience with ERP and large corporate banking integrations (SAP, Oracle, Ariba).
  • Good understanding and knowledge of Software Engineering Concepts and Methodologies is preferred.
  • Working knowledge of SQL, PL SQL and Oracle is preferred.
  • Working knowledge of rest services is preferred.
  • Working knowledge of cloud-based application development like PCF or AWS is preferred.
  • Working knowledge of web development and technologies is preferred.
  • Development experience of cryptography frameworks preferred.
  • insurance (including medical, prescription drug, dental, vision, disability, life insurance)
  • flexible spending account and health savings account
  • paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave)
  • 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire
  • 10 annual paid U.S. observed holidays
  • 401k with a best-in-class company match
  • deferred compensation for eligible roles
  • fitness reimbursement or on-site fitness facilities
  • eligibility for tuition reimbursement
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