Mastercard Gurgaon Hiring Product Operations Specialist | ₹8-14L

About Mastercard

Mastercard powers economies and supports people in more than 200 countries and territories. In partnership with customers, the company works to build a sustainable economy where everyone can prosper. Its technology, partnerships, and networks enable secure, simple, and accessible digital payments for individuals, businesses, and governments.

Group Overview

Mastercard Data & Services, also known as Advisors, is the professional services arm of Mastercard. The team provides payments focused consulting, marketing, information, and risk management services to financial institutions and merchants worldwide.

With deep category expertise and strong insight into customer needs, Mastercard Advisors helps clients address complex challenges across the payments lifecycle. The group also supports Mastercard's strategic initiatives and contributes to the company’s global thought leadership.

Role Overview

The Specialist, Product Operations joins the Client and Product Support (CAPS) team. The role focuses on ensuring that customer inquiries are handled professionally and resolved promptly to maintain high levels of satisfaction and loyalty.

The team supports a wide set of Information Services products including Mastercard/Acquirer Intelligence Center, Location Services, Merchant Identifier, Local Market Intelligence, and the Global Collections Only program. These solutions serve more than 10,000 internal and external users across multiple regions, with strict service level targets.

This position involves providing technical and operational assistance through phone and email interactions with customers. The role also contributes to increasing product engagement and helping users gain meaningful insights from supported solutions.

Key Responsibilities

• Respond to customer requests and provide technical or general support via phone and email.
• Resolve issues of varying complexity and coordinate with development or support teams when needed.
• Encourage customer engagement and adoption across selected Information Services products.
• Work with customers to explain product capabilities and guide them in deriving insights and actionable outcomes.
• Deliver training sessions and record webinars to increase regional product usage.
• Provide operational and technical assistance by analyzing issues, identifying required actions, and following through to resolution.
• Serve as a focal point for customer concerns, requests for enhancements, and product related questions.
• Capture detailed information about issues and recreate user scenarios to diagnose operational difficulties.
• Collaborate with internal teams to support products, processes, and problem resolution.
• Respond to service inquiries related to Mastercard applications and products used by global customers.

Qualifications

• Bachelor’s degree or an equivalent combination of education and professional experience.
• Experience working in a cross functional environment where influence and collaboration are required.
• Prior exposure to customer service roles or a technical service desk environment is beneficial.
• Knowledge of the payments or card industry is preferred.
• Strong analytical and problem solving abilities with attention to detail.
• Ability to communicate complex technical or business information in a clear manner.
• Proficiency with PC tools including Microsoft Word, PowerPoint, Excel, and Access.
• Capability to work effectively with global stakeholders in a dynamic environment.
• Multilingual skills such as English, Spanish, or Portuguese are considered an advantage.

Corporate Security Responsibility

All activities involving access to Mastercard systems, information, and assets carry inherent security responsibilities. Individuals working for or on behalf of Mastercard must follow established security policies and ensure information confidentiality and integrity.

• Comply with Mastercard security policies and operational practices.
• Protect the confidentiality and integrity of accessed information.
• Report any suspected information security incident or breach.
• Complete mandatory security training in accordance with company guidelines.