Mastercard Hiring Specialist Product Operations | Gurgaon

Company Overview

Mastercard supports economies and individuals across more than 200 countries and territories. Working with partners and customers, the company contributes to building a sustainable economy where everyone can prosper.

Its technology, innovation, partnerships and global network enable secure, simple and accessible digital payment solutions. Mastercard delivers products and services that help people, businesses and governments reach their full potential.

Role Summary

The Specialist, Product Operations within the Advisors Client and Product Support (CAPS) team ensures that customer inquiries are handled professionally and resolved in a timely manner. The role focuses on maintaining strong satisfaction and loyalty among users of Mastercard information services products.

Supported solutions include PortfolioAnalytics, Location Services, Merchant Identifier, Local Market Intelligence and the Global Collections Only program. The team assists more than 10,000 internal and external users globally while meeting defined service level agreements.

Key Responsibilities

• Provide technical and general assistance to customers through phone and email support for both internal and external users.
• Drive engagement and adoption of selected Information Services products among customers.
• Work directly with clients to help them understand product capabilities and use insights effectively.
• Resolve issues of varying complexity and coordinate with development or support teams when required.
• Create strategies and frameworks to improve active usage and reactivation among product users.
• Conduct training sessions and record webinars to increase awareness and usage across regions.
• Offer operational and technical support by analyzing issues, identifying required actions and ensuring resolution.
• Serve as a product support specialist and develop subject matter expertise across Mastercard solutions.
• Capture detailed information about customer issues, enhancement requests and concerns.
• Interact with global customers regarding service inquiries for Mastercard applications and products.
• Recreate or simulate user issues to diagnose and resolve operating difficulties.
• Collaborate across teams to support product operations, processes and problem resolution.

Qualifications

• Bachelor’s degree or an equivalent combination of education and relevant experience.
• Experience in product or account management is beneficial, particularly within financial institutions.
• Ability to deliver product engagement sessions and client training across different regions and products.
• Background working in cross functional environments where influence and coordination are required.
• Knowledge of the payments or card industry is preferred.
• Proficiency with PC tools such as Microsoft Word, PowerPoint, Excel and Access.
• Experience in customer service or technical service desk roles.
• Capability to communicate complex technical or business information in a clear manner.
• Ability to collaborate with diverse stakeholders and meet defined service level agreements.

Corporate Security Responsibility

Individuals with access to Mastercard systems, information and assets are expected to follow established security policies and practices. Responsibilities include maintaining confidentiality and integrity of information, reporting suspected security incidents and completing required security training programs.