We’re hiring!
At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant!
About the Role
The Payments Service Delivery Manager is responsible for delivering exceptional service and operational support to merchants, Global Account Executives (AEs), and key stakeholders. This role serves as the primary point of coordination for payment-related inquiries, escalations, and referrals, ensuring timely resolution of issues while maintaining a high standard of customer satisfaction. The individual will collaborate closely with cross-functional teams and service partners to drive operational excellence, resolve complex cases, and enhance the overall customer experience.
Key Responsibilities
· Serve as a primary technical support resource for Global Account Executives (AEs), providing timely assistance and resolution for customer-related issues.
· Investigate, troubleshoot, and resolve issues submitted by the organization, ensuring accurate diagnosis and effective remediation of issues.
· Engage directly with customers to identify root causes, provide technical guidance, and drive issue resolution to completion.
· Analyze recurring referral trends and recommend corrective actions to improve operational efficiency and reduce future escalations.
· Communicate complex technical concepts in a clear, professional, and customer-friendly manner to both internal stakeholders and external customers.
· Partner closely with processing teams to explain identified issues, document findings, and provide detailed recommendations to prevent recurrence.
· Maintain high-quality case documentation, including troubleshooting steps, resolutions, and customer communications.
· Collaborate with cross-functional teams to ensure seamless customer experience and timely resolution of escalated cases.
· Demonstrate strong customer service skills while managing multiple support cases and maintaining established service levels.
Required Qualifications
Professional Skills
· Excellent verbal and written communication skills in both English and Spanish, with the ability to effectively engage with customers, stakeholders, and cross-functional teams.
· Strong troubleshooting, analytical, and problem-solving abilities.
· Ability to explain technical issues and solutions in a detailed yet easy-to-understand manner.
· Customer-focused mindset with strong relationship management skills.
· Experience working with escalated customer issues and technical support processes.
· Ability to collaborate effectively with internal and external stakeholders.
· Ability to manage multiple priorities in a dynamic environment.
Technical Skills
· Experience using Salesforce.
· Proficiency with Microsoft Office Suite, including Excel, PowerPoint, Word, and Outlook.
· Experience utilizing Google Workspace applications, including Docs, Sheets, Slides, and Gmail.
· Working knowledge of SQL.
· Ability to create and execute queries to analyze data, investigate issues, and support operational reporting.
· Strong analytical, organizational, and problem-solving skills.
Electronic Payments Industry Knowledge
Working knowledge and experience with:
· ISO 8583 transaction messaging standards
· EMV payment technologies
· Card Present (CP) transaction processing
· Card Not Present (CNP) transaction processing
· Payment Tokenization/Recurring Transactions
Electronic Payments Ecosystem Knowledge
Strong understanding of the interactions and responsibilities across the payment’s ecosystem, including:
· Issuers
· Payment Networks
· Acquirers
· Merchants
· And all the players around
Preferred Candidate Profile
The ideal candidate is a delivery-focused professional with experience in the payments industry who can effectively bridge business and operational requirements. They are proactive, customer-oriented, and capable of managing multiple stakeholders while maintaining a strong focus on execution and results.
Why Cognizant?
Improve your career in one of the largest and fastest growing IT services providers worldwide
Receive ongoing support and funding with training and development plans
Have a highly competitive benefits and salary package
Get the opportunity to work for leading global companies
We are committed to respecting human rights and build a better future by helping your minds and the environment
We invest in people and their wellbeing.
We create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered.
Igualdad de Empleo y Política de Acción Afirmativa:
Cognizant es un empleador que ofrece igualdad de oportunidades. Todos los solicitantes calificados recibirán consideración para el empleo sin distinción de sexo, identidad de género, orientación sexual, raza, color, religión, origen nacional, discapacidad, estado de veterano protegido, edad o cualquier otra característica protegida por la ley.
At Cognizant we believe than our culture make us stronger!
Join us now!
#BeCognizant #IntuitionEngineered
Things to know before you apply
- Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
- Accommodations: If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
- AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
- Open position: Unless otherwise stated, this job posting is for an open position on our team.
- Language proficiency: We ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
- Inclusion: Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
About Cognizant
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
