Consultant, Program Management

hace 2 días

Colombia MasterCard A tiempo completo

**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**

Consultant, Program Management - Cyber

Consultant, Product Specialist-Cyber

All About Us

The Data & Services team is a key differentiator for Mastercard, providing the cutting-edge services that help our customers grow. Focused on thinking big and scaling fast around the globe, this agile team is responsible for end-to-end solutions for a diverse global customer base. We combine traditional management consulting with our rich data assets and in-house technology to provide our clients with powerful strategic insights and recommendations. Centered on data-driven technologies and innovation, these services include consulting, loyalty and marketing programs, test-and-learn business experimentation, and data-driven information and risk management services. While specializing in the payments industry, Mastercard Data & Services also works closely with major retailers, airlines, and other enterprises, leveraging data and insights garnered from within and beyond its network.

All About the Role

Cyber Risk Operations Team is a new capability designed to deliver the Cyber Quant (Cytegic platform) product across the world, with the important mission of value realization in developing insights and recommendations. This capability augment Advisors traditional areas of strength in Cyber Security.

Cyber Quant is a global cyber-security product that applies proven methodologies and domain experience to partner with any client worldwide to help them drive measurable value by delivering the following activities efficiently:

- Customer Onboarding:

- Define onboarding checklists / customer journeys for various use cases with considerations for location, translations, training, access management, platform / hub configurations to support
- Partner with internal teams to support onboarding efforts
- Onboarding on Mastercard Connect and other platforms, as applicable
- Coordinate with Mastercard resources if client signed up for additional services
- Review MSAs, SLAs, and other agreements, and share specific requirements with Customer Support team and others
- NCE opportunity identification, qualification and handoff to Cyber SME
- Customer Training:

- Coordinate with the CTE team to deliver quarterly training and documentation delivery per new release and/or per new customer (as needed)
- Deliver the training curriculum based on different roles/ Defining the product training curriculum for internal and external clients
- Develop product certification program
- Administer an externally facing certification program
- Document scope for each training course, and collect training content
- Define training schedule (regular trainings, on demand request management)
- Automate delivery / create recorded sessions for introductory courses
- Customer Engagement & Enablement:

- Define and manage customer engagement processes in relation to:

- Customer satisfaction surveys
- Recommend / develop processes to improve efficacy and efficiency for the product and customer experience
- Support Quarterly / Periodic business review meetings with key customers with reports of their tickets and related metrics
- Engage with customers during satisfaction surveys to collect new requirements
- NCE opportunity identification, qualification and handoff to Cyber SME
- Customer Query Management
- Submit feature requests / bug fixes based on incident analysis (Problem Management)
- Coordinate customer support in line with customized / standard SLAs
- Review open tickets for on time resolution, and for quality
- NCE opportunity identification, qualification and handoff to Cyber SME
- Level 1 Query Management (information/helpdesk)
- Level 2 Query Management (problem definition & resolution management)

Our vision is to establish Cyber Team in multiple locations worldwide and in this context, you will provan undeide global mentorship and thought leadership on startup, processes, good practices, content, expertise, etc.

As a Consultant, you will be the key team member to deliver the Cyber work for our clients globally, working closely with the Team Lead to complete assigned responsibilities in an efficient and timely manner.

All About You
- Knowhow/ exposure to Cyber Security and industry expertise in a commer

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