Manager, Technology Account Management

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

Manager, Technology Account ManagementOverview

The role of Manager, Technical Account Management, based in Jakarta, Indonesia, will serve as the representative and primary contact for Mastercard regarding technical, system, and operational matters for Mastercard's customers in Indonesia & Timor Leste.

This role requires a comprehensive understanding of the customer's implementation plans and requirements, operational environment, and challenges or "pain points." The successful candidate must also be familiar with Mastercard rules, products, and solutions, and be able to act as a bridge between the local market and Mastercard's regional teams. The role involves a high degree of collaboration to deliver innovative payment solutions and platforms to customers, while also garner support from internal teams in resolving customer's technical issues.

The Role

• Building Customer Relationships at an operational and technical level

• Managing project activities as the main point of escalation

• In-market products/ services implementation and delivery prioritization with the market management team (which includes operations performance optimization, readiness assessments and project/ solution scoping).

• Lead delivery functions such as operational support for Mastercard core systems and products/services in the market.

• Ensure robust project and performance management, and maintain high output quality across all phases of delivery.

• Lead the implementation of Mastercard solutions with customers and onboard new customers. This includes pre-implementation scoping, readiness assessments, project initiation, and completion.

• Provide technical account management for customers, including support for investigating and resolving production and non-production issues with the support of second line escalation teams.

• Contribute to pipeline development by working with the country manager, account managers, in-country business development leads, regional product leads, and O&T leads to prioritize in-market projects and initiatives.

• Deliver training to customers or their vendors (if requested) to improve operational efficiency and performance, and offer advice on solutions to prevent or pre-empt future technical issues.

• Support regional teams in project management activities, facilitate customer and partner relationships, and coordinate local-based activities assigned to customer and partner.

All About You

• Preferably with 10 years of experience in the payment industry or related fields.

• Excellent knowledge of card and digital payments (e.g., transaction flow, processing, and card center operations) is essential.

• Experience working with international card schemes or payment processors is an advantage.

• Knowledge on payment systems technologies such as ISO 8583 Messaging, APIs, Authorization, Clearing and Settlement will be highly preferred.

• Proven success in project management, with a focus on technical aspects of customer accounts, and the ability to provide hands-on operational support/issue resolutions and technical implementation of Mastercard core systems/products & solutions

• Demonstrated experience in managing technical implementations and navigating complex matrix environments.

• Ability to work effectively across cultures, time zones, and career levels.

• Technically oriented with experience in delivering technical solutions.

• High-level understanding of Mastercard/payment products and services is a plus.

• Excellent communication skills, capable of conveying complex technical and business information clearly.

• Understand customer needs, strong customer empathy and problem-solving skills to translate pain points into actionable solutions.

• Proactive in identifying and resolving issues through appropriate escalation.

• Proficient in both Bahasa Indonesia and English.

• Able to effectively deliver messages both verbally and in writing

• Experienced in coordinating and tracking progress in large scale project implementations

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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