Mastercard
Kuala Lumpur, Malaysia
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.
Senior Analyst, Product Delivery
Overview – About Product Delivery
Product Delivery (PD) is dedicated to enabling and empowering the core of Customer Delivery throughout the Asia Pacific region by providing streamlined knowledge, expertise, materials, training, and education.
By leveraging our robust global partnerships and subject-matter expertise, we offer insights, experience, and solutions to foster innovation, ensuring our products and platforms are prepared for large-scale deployment.
We excel in addressing uncertainties in delivering pilot projects and executing complex and strategic programs. Our team is inclusive, supportive, and innovative, fostering a problem-solving environment. Our team culture emphasizes accomplishing tasks efficiently while maintaining a positive and enjoyable work atmosphere.
Product Delivery Program & Project Management Team
The Product Delivery Program & Project Management (PPM) Team in Asia Pacific is a technical project team with strong business acumen. The team oversees, supports, and provides subject-matter expertise for the deployment of Mastercard products, including technical integration of product APIs.
• Partner with Product Management, Delivery, Business, and other internal cross-functional teams to align product deployment requirements and delivery priorities.
• Work closely with the Enablement team to confirm that products and new features are ready for rollout into new markets.
• Provide proactive program & project support and governance, including validation of key artefacts, implementation readiness, and test strategies to support successful customer delivery.
• Standardise delivery processes and capture reusable learnings to improve repeatability and scalability across Asia Pacific markets.
The Role
Customer Engagement:
• Lead technical/solution engagements with external customers to simplify and help them understand product and solution implementation requirements.
These could happen at the sales/pre-implementation consultation stage where extensive customer engagement will be expected.
Delivery Expertise with Technical Literacy:
• Build practical technical understanding of designated products and/or services to lead delivery effectively, translate implementation needs, and coordinate confidently with technical SMEs where deeper expertise is required.
• Provide delivery-focused consultation and implementation support to customers and internal partners, helping triage issues, facilitate troubleshooting, and drive timely resolution through the right technical and cross-functional teams.
Project Management for Technical Delivery:
• Lead and manage First-In-Market (FIM) projects, including the discovery and documentation of market-specific nuances. Capture key learnings in implementation materials to support effective handover to delivery teams and enable repeatable scaling for similar future projects.
• Serve as the primary customer interface, coordinating internal and external project activities to ensure alignment and timely execution.
• Engage customers to clarify solution requirements through needs assessment, requirements elicitation, and stakeholder analysis, ensuring alignment on objectives, scope, dependencies, and delivery expectations.
• Partner with implementation teams to build clear project plans, defining workstreams, interdependencies, ownership, and critical path milestones.
• Apply strong project planning and governance discipline using tools such as Microsoft Project, Gantt charts, risk matrices, dashboards, issue trackers, and AI-supported insights where appropriate.
• Monitor schedules, risks, issues, dependencies, and change controls using appropriate tools, data-driven insights, and AI-enabled capabilities to improve delivery visibility and early risk detection.
• Identify delivery risks, define mitigation actions, assign ownership, track progress, and escalate risks or issues in a timely and appropriate manner.
• Use AI-enabled project management methods, where appropriate, to support meeting summaries, action tracking, RAID management, status reporting, documentation, and stakeholder follow-ups, with outputs reviewed through appropriate human judgment.
• Manage issues and escalations through structured issue tracking, escalation protocols, stakeholder engagement, and decision-making practices.
• Prepare clear, regular status updates for internal and external stakeholders to maintain transparency, alignment, and timely decision-making throughout the project lifecycle.
Cross-functional Team Interaction:
• This role involves collaborating with cross-functional teams and external customers across Asia Pacific markets. Adaptability to different time zones is essential for seamless communication and collaboration. This includes leveraging advanced communication tools and methodologies, such as asynchronous communication platforms (e.g., Microsoft Teams), project management software (e.g., Microsoft Project), and real-time collaboration tools (e.g., Microsoft Teams & Zoom), to facilitate effective interactions and maintain alignment across all stakeholders.
Regional and Compliance Knowledge:
• Maintain good exposure to Asia Pacific regional market practices, regulatory, and compliance guidelines to ensure that all implementations adhere to local standards and regulations.
Collaborative Problem-Solving
• Collaborate with cross-functional partners to identify and remedy delivery pain points during product pilots, ensuring a smooth and successful rollout.
• Continuously seek to identify opportunities for efficiency & control improvements with the goal of implementing these enhancements whenever possible.
All About You
A valid PMP (or equivalent) certification is preferred, with a minimum of 3-5 years of technical project management experience in a customer-facing environment. Proven effectiveness to drive complex multi-stakeholder planning processes and managing risks.
A good understanding of the payment's domain is highly preferred, both traditional and emerging payments landscape.
The candidate should have working knowledge of any of these other product groups: Instalment/Buy-Now-Pay-Later (BNPL), Acceptance, Agentic Commerce, Real-time payments, Digital, Loyalty, and Cyber & Security Services.
The candidate should be passionate about enabling new products and functions for customers, including assessing & providing feedback on product readiness, Go-To-Market planning, and product rollouts for different markets in Asia Pacific.
The candidate should demonstrate practical experience or strong interest in using AI-enabled tools and methodologies to improve project delivery outcomes. This includes applying AI to support project planning, meeting summaries, action tracking, risk and issue identification, dependency management, stakeholder communications, status reporting, and project documentation.
While deep AI engineering expertise is not required, the candidate should be comfortable working with technical teams on AI-enabled solutions and should understand the importance of data quality, responsible AI use, human review, governance, and appropriate escalation when using AI-generated insights in project execution.
The candidate should be able to identify opportunities to reduce manual project management effort through automation, improve delivery visibility through data-driven insights, and use AI responsibly to support clearer decision-making, stronger follow-through, and more scalable project governance.
The candidate should be comfortable with the ambiguity that generally comes with new product implementation and take the lead to build clarity for involved stakeholders, proactively monitoring and documenting market nuances.
The candidate should be able to work independently as a member of a matrix-based, diverse, and geographically distributed project team.
Effective communication is essential; the candidate must collaborate with team members and customers primarily via digital platforms (written, audio, and video). Key tasks must be completed to a high standard within set deadlines, requiring excellent problem-solving and organisational abilities.
Multi-lingual capability, especially in languages commonly used in Asia (e.g., Japanese, Korean and/or Mandarin), is strongly preferred.
While not often, the candidate should be prepared for occasional travel as required.
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: