Director, Product & Customer Relationship, Real Time Payments International

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

Director, Product & Customer Relationship, Real Time Payments International

Overview
The Director, Product & Customer Relationship role within Real Time Payments International will be located in the MA Riyadh Office, working alongside the Regional Account Management Team and reporting directly to the Customer Account Manager RTP International. This role will interface directly with our customer Saudi Payments, to help Saudi Payment’s to develop their account to account services. Vocalink provides Saudi Payments (Scheme Operator) both real-time and bulk payments software alongside a proxy directory that simplifies customer payment journeys, all of which is regulated by the Saudi Arabia Monetary Authority .

This is a broad role encompassing aspects of business development, customer relationship, account management and service support for all RTP International products and services deployed with Saudi Payments. Firstly, identifying commercial opportunities through regular face to face customer engagement and subsequently supporting the prioritisation and delivery of agreed enhancements to the solution. Secondly, staying close to both the client’s business and technology stakeholders to support the alignment of technical roadmaps between Saudi Payments and Vocalink. And finally, to develop strategic plans focused on a longer time horizon to develop a deeper partnership with Saudi Payments.

Role
In this position and in close collaboration with the Regional Team you will:-

• Support the strategic and long-term vision/agenda for the customer account, focused on driving revenue generation through successful customer and regional partnerships, contract renewals, revenue diversification and commercial change requests.
• Responsible with the RTP International Customer Account Manager for the management of a detailed RTP Customer Account Plan in close collaboration with Regional Teams, improving visibility and tracking of customer activities at all levels, identifying business opportunities and product ideas.
• Accountable for managing the Customer Reporting process – mapped to agreed SLA/KPI metrics that power decision making.
• Partner with RTP Product and Engineering teams to inform the product roadmap and change management, ensuring alignment with core product strategy and development as well as supporting the delivery of CRs and Maintenance Releases.
• Identifies how the business will respond and commit to complex customer needs and solutions, partnering with cross-functional teams to establish the best outcome.
• Responsible for continuous review of customer and market landscape; recommendation, development, and implementation of new and creative approaches to ensure customer and Mastercard business objectives are met.
• Support Risk partners to ensure operational, financial and business risks are understood and managed appropriately.
• Assist in the preparation of quarterly and annual business reviews, along with financial performance including sales / CR pipeline management.
• Actively partner with teams across Mastercard to meet customer objectives and to deliver on the day-to-day customer contracted commitments, including driving effective relations across partnership functions, e.g. Regional teams, Product & Engineering, Operations & Technology, Delivery, Finance, Risk, Legal & Franchise Integrity
• Drives identification and implementation of improvements to optimize ways of working, efficiencies and success rates.

All About You
The ideal candidate for this position exhibits the following skills and capabilities:
• Customer facing experience, including account management and day to day support of critical payment services
• Track record achieving business development targets and building business relationships through customer sales
• Experience in account management of payment software (ideally account-to-account payments) and familiar with working in a highly regulated environment
• Deep understanding of market / consumer trends and go-to-market discipline to drive strategy adoption at scale in collaboration with regional product teams, markets and cross functional teams.
• Demonstrated track record of planning, managing and closing complex, competitive sales efforts
• Able to form successful relationships and gain credibility at all levels in an organisation
• Experience supporting senior leadership team with key strategic decisions
• Manages conflict well and diplomatically challenges people and situations
• Ability to quickly conceptualize and express lines of thinking

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach, and
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

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