Senior Analyst, Product Delivery

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Senior Analyst, Product Delivery

About Product Delivery

Product Delivery (PD) is dedicated to enabling and empowering the core of Customer Delivery throughout the Asia Pacific region by providing streamlined knowledge, expertise, materials, training, and education. By leveraging our robust global partnerships and subject-matter expertise, we offer insights, experience, and solutions to foster innovation, ensuring our products and platforms are prepared for large-scale deployment. We excel in addressing uncertainties in delivering pilot projects and executing complex and strategic programs. Our team is inclusive, supportive, and innovative, fostering a problem-solving environment. Our team culture emphasizes accomplishing tasks efficiently while maintaining a positive and enjoyable work atmosphere.

The Product Delivery Project Team in Asia Pacific is a technical project team responsible for overseeing, supporting, and providing subject-matter expertise on the deployment of Mastercard products, including the technical integration of product APIs. This role entails collaborating with various internal cross-functional teams such as Product Management, internal Delivery partners, and Business teams. Additionally, the team works with the Enablement arm to ensure that products and new features are ready for rollout into new markets. The team provides proactive support and management for these projects, which includes assessing and validating all necessary artefacts and test strategies to ensure successful customer implementation, and standardizing processes for repeatability and scalability across specific markets.

The Role

Customer Engagement:

• Lead technical/solution engagements with external customers to simplify and help them understand product and solution implementation requirements. These could happen at the sales/pre-implementation consultation stage where extensive customer engagement will be expected.

Technical Subject-Matter Expertise:

• Develop expertise as the technical subject-matter expert (SME) for designated products and/or services.
• Provide technical consultation and support, including troubleshooting, to both customers and internal partners, ensuring technical issues are resolved efficiently.

Project Management:

• Lead and project manage First-In-Market (FIM) projects, including discovery of market (country) nuances, to be highlighted in implementation documents for handover to delivery teams for scaling in future projects similar in nature.
• Act as the primary interface to customers, while coordinating all internal and external project related activities.
• Engaging with external customers to ascertain solution requirements is a pivotal activity. This involves conducting detailed needs assessments, leveraging technical specifications, and utilizing advanced methodologies such as requirements elicitation and stakeholder analysis to ensure comprehensive understanding and alignment with project objectives.
• Collaborate with implementation teams to develop a comprehensive project implementation plan, clearly delineating the various workstreams (where applicable), interdependencies, and critical path milestones.
• Meticulously track and monitor the project schedule, risks, and issues, ensuring robust change control management through tools such as Gantt charts and risk matrices.
• Effectively manage and resolve issues and escalations throughout the project by utilizing appropriate issue tracking systems and escalation protocols.
• Prepare and disseminate comprehensive project status reports to all stakeholders, both internal and external, on a regular basis to ensure transparency and alignment throughout the project lifecycle. Utilize advanced project management tools such as Gantt charts, risk matrices, and issue tracking systems to provide detailed insights into project progress, risks, and mitigation strategies.

Training:

• Conduct workshops and training sessions for external customers, providing comprehensive product knowledge, including the implementation of APIs and product usage.

Cross-functional Team Interaction:

• This role involves collaborating with cross-functional teams and external customers across Asia Pacific markets. Adaptability to different time zones is essential for seamless communication and collaboration. This includes leveraging advanced communication tools and methodologies, such as asynchronous communication platforms (e.g., Microsoft Teams), project management software (e.g., Microsoft Project), and real-time collaboration tools (e.g., Microsoft Teams & Zoom), to facilitate effective interactions and maintain alignment across all stakeholders.

Regional and Compliance Knowledge:

• Maintain good exposure to Asia Pacific regional market practices, regulatory, and compliance guidelines to ensure that all implementations adhere to local standards and regulations.

Collaborative Problem-Solving:

• Collaborate with cross-functional partners to identify and remedy delivery pain points during product pilots, ensuring a smooth and successful rollout.
• Continuously seek to identify opportunities for efficiency & control improvements with the goal of implementing these enhancements whenever possible.

All About You:

• Certification and Experience: A valid PMP (or equivalent) certification is preferred, with a minimum of 3-5 years of technical project management experience in a customer-facing environment. Proven effectiveness to drive complex multi-stakeholder planning processes and managing risks.
• Good Understanding of Payments Domain: A good understanding of the payments domain is highly preferred, both traditional and emerging payments landscape.
• Product Group Knowledge: The candidate should have working knowledge of any of these other product groups: Instalment/Buy-Now-Pay-Later (BNPL), Acceptance, Real-time payments, Digital, Loyalty, and Cyber & Security Services.
• Passion for Enabling New Products: The candidate should be passionate about enabling new products and functions for customers, including assessing & providing feedback on product readiness, Go-To-Market planning, and product rollouts for different markets in Asia Pacific.
• Comfort with Ambiguity: The candidate should be comfortable with the ambiguity that generally comes with new product implementation and take the lead to build clarity for involved stakeholders, proactively monitoring and documenting market nuances.
• Independent Worker: The candidate should be able to work independently as a member of a matrix-based, diverse, and geographically distributed project team.
• Strong Communicator and Collaborator: Effective communication is essential; the candidate must collaborate with team members and customers primarily via digital platforms (written, audio, and video). Key tasks must be completed to a high standard within set deadlines, requiring excellent problem-solving and organizational abilities.
• Multi-lingual Capability: Multi-lingual capability, especially in languages commonly used in Asia, is strongly preferred.
• Willingness to Travel: The candidate should be prepared for occasional travel as required.

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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