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

• AP Financial Crime
• Service Management Reliability Engineer

Job Title

• AP Financial Crime
• Service Management Reliability Engineer (SMRE)

Overview:

In the Financial Crime Solutions (FCS) team at Mastercard, we build and deliver products and services powered by payment data to detect and prevent financial crime. We are an award winning team, combining advanced data science with deep payment expertise to help financial institutions combat fraud, scams, and money laundering by uncovering the criminal behaviours that drive them.
We are now building a new Centre of Excellence (COE) in Asia-Pacific, designed to act as a regional hub for the Cyber & Scam Centre. The Centre will drive scalable growth and robust delivery tailored to AP priorities, responsible for developing innovative solutions, use cases to the needs and priorities for AP. The COE aims to strengthen Mastercard’s leadership in anti scam and fraud prevention through thought leadership and industry engagement

Summary:

The Service Management Reliability Engineer (SMRE) role is a key contributor within the operational organisation, demonstrating broad business knowledge, technical proficiency, and leadership across FCS Services.

The position provides direction and guidance, ensuring the delivery of high-quality services to FCS Services customers and FCS Services Stakeholders. The SMRE will ensure that FCS Services adhere to expected policy and process with key alignment across multiple facets of the wider MA Operational process and Teams

The SMRE will collaborate closely with peers across FCS Services, including but not limited to; FCS Engineering, FCS Product Operations, GCC, CTS, FCS DevOps, ONE and any appropriate 3rd parties, Regional and Global Product Managers, to ensure service requirements and potential risks are identified, understood, managed, and responses delivered effectively and efficiently to the Business:

• In accordance with commercial service commitments
• To the optimal cost point
• To the appropriate risk profile
• In accordance with product roadmap and investment programmes

The primary responsibility of the SMRE is to ensure that appropriate; service availability, suitability, supportability and quality is delivered to our customers.

Role:
The SMRE will be accountable, responsible, and consulted on the following:

Operation

• Federated Problem Management

• Accountable for the delivery of Problem Management for FCS Services, from seeking trends within Incident Management that may be problems to managing initial priority assessment to ensuring the allocation of appropriate resources to evaluating the success of root cause fixes.

• Federated Incident Management

• Accountable for the delivery of Incident Management for FCS Services, from seeking trends within Incident Management that may be problems to managing initial priority assessment to ensuring the allocation of appropriate resources to evaluating the success of root cause fixes. Responding to incidents, in line with a scheduled rota, in order to facilitate the speedy restoration of service in line with contractual obligations and MA process

• Technical Integration and Alignment with Internal MA processes

• Accountable for integration with Mastercard Connect, Key Management Services and associated Mastercard technical platforms in the pursuit of standardized customer service experience

Strategy

• Strategy Management
• Support the development of new business opportunities that meet the business and customer needs, ensuring the commercial basis is fully understood and delivered to.
• Proactively participates in the development and delivery of the company’s business and services in conjunction with the product development function.

Design

• Design Coordination

• Consulted on the design of the service management processes that the SMRE are accountable for.

• Consulted on the design of business processes for existing and new products, ensuring alignment with MA process, Policy and industry best practice.

• Continuously challenge the status quo and integration with third party processes and technologies to facilitate robust and efficient service management in line with industry and Mastercard best practice.

• Availability Management

• To analyse, monitor and improve the availability of FCS Services to ensure that they are appropriate for the agreed availability targets.

• Ensure that operational risk assessments are carried out where necessary, evaluated in respect of the current risk appetite of the business unit and that learning points from these are identified and mitigating actions are implemented in a timely fashion.

• Service Level Management

• Collating and reporting on KPIs and monitoring service performance against them to identify service trends and service improvements.

• Ensuring appropriate and consistent reporting capabilities are included in requirements for services

All About You:

• 3+ years of experience in a Service/Operational Management background
• Understanding of the Financial Services Industry
• Proven communication skills, (both oral and written) including the ability to communicate confidently and effectively to Senior Leadership
• Self starter, pro-active attitude with very high personal motivation, always prepared to lead by example
• Ability to manage to SLTs and KPIs in a highly effective manner
• Good organisational skills and high level of service focus
• Ability to influence and manage virtual teams effectively
• Ability to organise, lead and facilitate key stakeholder meetings and workshops as required
• Experience of structured decision making
• Ability to multi task and work under pressure with minimal supervision
• Adaptable to an environment of change
• In depth knowledge of business services and the systems used to deliver them within similar market sector globally
• Thorough understanding of operational service delivery of service processes and procedures (good working knowledge of ITIL).
• In depth knowledge of incident, risk and problem management.
• Effective influencing skills at all levels
• Problem solving - strong intellectual capacity to be able to deal with complex issues with political sensitivity.
• Business focus – commercially aware and astute when acting both as service champion and supplier, balanced with a realistic passion for service quality
• Embodies and demonstrates all of Mastercard’s values.
• Ability to motivate and inspire others.
• Understands organisational resources, priorities, needs and policies
• Utilises excellent verbal and written communication skills
• Assesses and anticipates potential problems associated with their accountabilities, and champions counter-measure initiatives

Desirable Criteria:

• Experience of driving forward service and process improvements
• Commercial understanding of MA Payment and AML services
• Background of managing Service Levels and OLAs
• Comfortable challenging the status quo, where there is benefit to FCS and the wider Mastercard organisation
• ITIL service management level Practitioner

Qualifications:

• University degree or equivalent from a knowledge and experience perspective

• Work Authorization

• Eligible to work in Singapore for long term

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.