Director, Business Process Improvement

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

Director, Business Process Improvement

Mastercard Services, the professional services arm of Mastercard Worldwide, provides payment-focused consulting, marketing, platforms, information, loyalty and risk management services to financial institutions, retailers, and governments worldwide. The 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. Centered on data-driven technologies and innovation, these services include payments-focused consulting, loyalty and marketing programs, business Test & Learn experimentation, and data-driven information and risk management services.

As part of the Insights & Enablement team, the successful candidate will drive world-class operations at the core of all product development, delivery, and support. They will support the development of a comprehensive operations strategy with a focus towards achieving operational scale for future growth by improving quality and efficiency across Services.

ROLE
• Manage the overall coordination, status reporting, financials, schedules, and stability of project-oriented work efforts, ensure that project goals and objectives are met within agreed upon time, scope and resource requirements
• Develop detailed project plans and manages all implementation processes within budget constraints
• Take a lead position in complex initiatives of strategic importance (e.g., cross functional/ cross geographies)
• Develop compliance methodologies, including the creation of project metrics and charters, and risk mitigation and communication strategies. Establishes function metrics for measuring and tracking customer satisfaction
• Act as trusted business partner and project management advisor for project managers, consulting on escalations and advising on methodologies
• Ensure project objectives are met within agreed upon time, scope, and resources required
• Communicate project updates to key stakeholders including senior leadership
• Create KPI’s to measure project success
• Consult on new products, processes, or standards that support the business
• Lead change planning and execution across several initiatives within D & S
• Identify what is changing and communicate the “what's in if me”
• Conduct change impact assessments, build change plan, highlight gaps, manage change needs
• Build a support model to address gaps, monitor progress, and track SLA’s
• Manage communications, provide updates, and conduct readiness assessments
• Prepare training needs analysis, define business readiness criteria, gain readiness signoffs, manage cut overs, and go live plans
• Create communication and messaging to internal & external stakeholders
• Partner with project manager to deliver the initiative
• Think innovatively, challenge status quo, reinforce change, advocate for change
• Identify changes & key processes, manage changes, and communicate as needed

ALL ABOUT YOU
• A PMP and/or a change management certification preferred
• A Bachelor’s Degree in Business, Finance, or related discipline. Master’s Degree preferred.
• Business relationship leader responsible for overall relationship and deliverables across all projects
• Experience determining key business opportunities to lead technology projects
• Experience driving large scale strategic transformations through program and change management
• Experience in leading large global projects including selecting talent and planning/allocating resources across multiple geographies and functions
• Experience forecasting needs, developing strategy, and setting goals for a function
• Extensive experience motivating team members and coaching them through career milestones and progression
• Extensive experience delivering presentations that require critical decision making from senior leadership and have significant change management implications
• Has experience leading global projects and programs across multiple geographies and functions
• Business relationship leader responsible for overall relationship and deliverables across all projects
• Experience working in cross-functional and large projects
• Adherence to forecast budgets, developing strategy and setting goals for a business function
• Demonstrated success building relationships and delivering results on key strategic initiatives
• Experience delivering presentations and engaging with senior leadership

Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact [email protected] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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.

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance); flexible spending account and health savings account; paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave); 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire; 10 annual paid U.S. observed holidays; 401k with a best-in-class company match; deferred compensation for eligible roles; fitness reimbursement or on-site fitness facilities; eligibility for tuition reimbursement; and many more.

Pay Ranges

O'Fallon, Missouri: $128,000 - $198,000 USD

Miami, Florida: $128,000 - $198,000 USD

Purchase, New York: $147,000 - $228,000 USD