Senior Vice President, Customer Solutions Center

3 months ago

Johannesburg, South Africa Mastercard Full time

Our Purpose

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.

Title and Summary

Senior Vice President, Customer Solutions Center Lead, Africa

Our Customer Solutions Centers across Mastercard, lead the product solutioning for prioritized customer segments in markets.

It is the housing for all Mastercard’s products & services capabilities in a geography(s), and it aims to drive Mastercard growth and revenue by creating and selling compelling data-driven, scalable and needs-based solutions to new and existing customers by tapping into Mastercard’s extensive suite of products and services offerings.

The Customer Solutions Center Lead is a strategic as well as an execution driven role who understands market, segments and customer needs, translates market strategy into solutions for the frontline teams, coordinates efficient resourcing against priorities and enables knowledge sharing.

The Customer Solutions Center Lead reports to Division President.

Key Responsibilities:
Enable market strategy
- Understands overall market strategy, industry trends, and customer needs for all segments in a given geography(s).
- Works with Division President to prioritize opportunities and develop initiatives across the geography(s) that support Mastercard’s growth and relevancy in the geography(s)
- Empowers Account Managers to farm and hunt by providing product & services expertise to the Account Management teams. Supports account planning, opportunity identification, and solutioning for frontline sales.
- Meets customers to understand their needs and supports on important pitches as needed.
- Monitor utilization of products and platforms by our customers and identify opportunities for cross sell and upsell actions, both through bundling products into solutions as well as direct cross-selling.
- Leverage Mastercard capabilities to translate market strategy into solutions.
- Responsible for developing solutions for customers across all of our products & services, working to break down silos across verticals and bring value to our customers through integrated solutions that meet their needs - balancing delivering scalable solutions with local relevancy.
- Shares market & segment knowledge and future anticipated needs with Regional Product to help inform future product enhancements or new developments.
- Manages the capacity and focus of the Solution Architects (SA), Technical Architects (TA) and Product Specialists within the Customer Solutions Center (CSC) to ensure that each prioritized opportunity gets the right level of support it requires.
- Builds agile 'squads' for high or moderately complex opportunities/RFPs requiring multiple MA capabilities by staffing with the right resources:

- Identifies the right solutions architects, solution specialists and technical architects.
- Request resources from Regional Product Management teams or other customer solutions centers in case of missing expertise for a specific opportunity.
- Invites all enabling functions for support in solutioning in collaboration with Account Manager e.g. legal, finance etc.
- Works with regional product to understand the commercial & pricing models across our products & solutions and supports the SAs in developing the commercial propositions for complex solutions.
- Owns and monitors CSC performance metrics reports across the division, leveraging regional analytics team, to create awareness, prioritise and address risks and opportunities
- Tracks performance of agile 'squads' as well as resources in the Customer Solutions Center. Takes necessary actions to improve performance.
- Identifies gaps and requires additional investment in the customer solutions center based on evolving market needs - in collaboration with the relevant market heads and regional product/ services teams

Enable knowledge and best practice sharing:

- Provides market intelligence and requirements to regional Product Management and Product Development teams along with their associated product specialists.
- Understands new products & capabilities working together with solution specialists to ensure that information is shared and utilized across all customer solutions center resources.
- Helps market development / segment heads with market intelligence and insights on demand for specific solutions across their s

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