Vice President, Customer Care in O'Fallon, MO

Description

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. 

Job Title

Vice President, Customer CareJob Overview
The Vice President of Customer Care ensures the Contact Center meets customer and organization needs.
Our customers are truly at the centre of all that we do here at Mastercard. With that in mind this is a vital role and one that has a far-reaching impact across the business.
Responsible for the strategic planning and execution of all Contact Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching, and training.
It cannot be overstated enough that we are working to push the boundaries of what it truly means to deliver a quality service in every single customer interaction. We're looking for a leader who thrives in a fast paced and dynamic environment and leads with authenticity, empathy, and care.
Provide operational and technical support for customers by analysing proactively a wide variety of issues, determine needed actions, and follow through to resolution. Interact with customers to provide information in response to inquiries about products or services and handle and resolve or coordinate the resolution of customer issues.
A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

Major Accountabilities
The VP success is measured by the organization's ability to provide high quality services while meeting Service Level Agreements (SLA), improving service performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics.
• Leading, motivating and inspiring the organization around our mission.
• Building a robust organization serving various customer verticals across the regions.
• Actively partnering with stakeholders to deliver an outstanding customer
• Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
• Deliver cost efficiencies and increased in Customer Satisfaction Scores.
• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
• Be responsible for the end-to-end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
• Manage the day-to-day performance of the Contact Centre Operations to deliver a best-in-class service, meeting or exceeding all KPIs and within budget.
• Set the strategy for the development of the contact centres, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
• Lead, inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues.
• Applying best practise, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
• Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies; Telephony, CRM and WFM to create a cost-effective operation consistently achieving contact handling SLAs.
• Responsible for the recruitment, training, induction, and coaching strategy across the contact centres
• Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of contact centre colleagues.

Knowledge, Skills & Experience Required Skills: Proven experience of leading a successful driven contact centre operation with experience of managing an operation through periods of significant growth or change.
• Excellent communication and leadership skills to lead and motivate a growing and changing service operation The ability to engage with senior executives and managers at all levels across the wider business to achieve goals and objectives.
• Building a robust organization serving various customer verticals worldwide.
• Leading, motivating and inspiring the organization around our mission.
• Developing and managing the operations that focus on serving customers with care.
• Actively partnering with stakeholders to deliver an outstanding customer experience.
• 7+ years of management experience leading a customer service organization.
• A proven track record of delivering exceptional service for customers.
• Experience building, operating, and enhancing 24x7x365 customer support teams.
• Experience working cross-functionally and articulating complex problems clearly.
• A passion and talent for writing along with excellent verbal communication skills.
• Exceptional business acumen coupled with high emotional intelligence.
• Strategic thinker with the ability to think and respond quickly in front of customers
• Strong focus on user needs and an intellectual curiosity about the products that help to meet them
• Experience navigating complex enterprise organization with proven ability to influence contacts across all areas of an organization
• Strong organizational skills with keen attention to details
• Deeply analytical: use frameworks, data, and analytical tools to help structure the team's thinking, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems
• Exceptional ability to develop and manage results-oriented recruiting and training programs,
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations,
• Strong negotiation, interpersonal, written, and oral communications skills – including statistical report writing,
• Computer Skills: Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM preferred)

COVID-19 Considerations

We value the safety of each member of our community because we know we're all in this together. In many locations, which may change over time, we've implemented a virtual hiring process and continue to interview candidates by video or phone. In addition, in some locations, only individuals who have been fully vaccinated will be permitted inside Mastercard offices until further notice.

In the US, Mastercard is a government contractor, which may legally require most Mastercard employees to be vaccinated unless a verified approved medical or religious exemption is granted.  Further, we are currently making every effort towards having employees return to work in the office 2 days per week, if that makes sense for their team.  Everyone must be vaccinated to enter Mastercard offices at this time.  Therefore, we expect all candidates to be vaccinated or to be approved for a medical or religious accommodation prior to commencing work at Mastercard.

In the US, Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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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