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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 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.
Title and Summary
Operational Excellence Lead OverviewThis role sits under the Insights & Enablement Business Unit, which is a part of the broader Services Business Division. As part of this global team, you will support the Customer Acquisition and Engagement Business and its customers within the Asia Pacific (AP), Eastern Europe Middle East and Africa (EEMEA) and Europe (EU) regions.
The Customer Acquisition and Engagement business provides our customers with turnkey technological assets and Program Management services, helping bring to life and power our Customers’ Loyalty Program – facilitating engagement, creating brand stickiness and improving retention of their consumers
The Operational Excellence and Promotions Lead is a broad role and is at the center of the Business Unit, touching on the full gamut of how the Business operates by working with various Global and Regional functions such as Product Development, Product Management, Program Management, Platform & Development, Implementation, Operations, Finance/Billing, Legal & Data Privacy, Corporate Security, Customer Support etc.
Role & Responsibilities
The Operational Excellence and Promotions Lead will lead / work with a team of individuals focusing on two key functions across three regions - Asia Pacific (AP), Eastern Europe Middle East and Africa (EEMEA) and Europe (EU)
Promotions Delivery
• Lead a team of specialists to manage the Promotion’s pipeline and ensure the seamless and expedited delivery of customer campaigns
• Collect requirements either interfacing with Sales/Account/Program Managers or the client themselves
• Implement rigorous and customized testing to ensure quality with minimal to no errors
• Continuously monitor ongoing promotions to validate trends and catch exceptions
Operational Excellence
Risk Management
• Being a SME in general Risk Management matters – supporting Business/Risk Owners in identifying and articulating risks, and partnering with Risk Owners to thoughtfully manage these risks
• Overseeing Operational Incidents – connecting relevant stakeholders to mitigate Customer impact
• Analyzing Incidents and Issues to identify the nature of root cause/themes, and partnering with relevant teams to advise on long-term remediation
• Lead or actively participate in risk management and/or production issue forums, providing contributions to remediate recurrence of materialized or prospective risks
Operating Model Optimization and Shared Service Management
• Being a trusted consultant and “knowledge base” for matters relating to Operating and Engagement Models within the Loyalty Business, and with key cross functional teams
• Design, maintain and improve Engagement Models and Processes (such as Customer Support, Billing, Implementation etc.) working towards global standardization and automation where possible
• Establish and lead regular forums with key regional shared service teams (Customer Delivery & CTS) at the working group and exec level
• Conduct periodic training on Engagement Models and Key Processes with stakeholders in the markets
• Providing governance to the Loyalty Team and key cross functional teams in navigating processes, frameworks, policies, and procedures
• Being an SME and advocate of the “Studio Framework” – Mastercard’s Product Development and Management Framework
Regional Initiatives & Global Liaison
• Identify and lead initiatives to solve for regionally nuanced needs
• Host and contribute to various regional and global forums – representing the regions
• Liaising with Global Program Leaders to provide visibility into regional nuances
All About You
• A degree in Accounting, Risk Management, Business Administration, Operations Management, Supply Chain Management or Engineering from an accredited University is preferred
• 6-8 Years of work experience and proven track record in the following (or a combination of the following) fields: Audit, Risk Management, Business Consulting, Compliance, Governance, Operations, Quality Assurance, Project Management, Program Management, Product Development / Management, Solution Engineering / Developing, Process Re-engineering
• Experience in the Loyalty, Technology, Payments or Finance sector is preferred
• Independent, self-motivated, and highly driven individual with a passion and commitment to risk management, quality, process improvement and simplification
• High attention to detail and passion to drive projects to completion
• Highly collaborative, good communicator with exceptional interpersonal skills, as the role requires working with and influencing multiple stakeholders across different levels
• Fast learner with the ability to broadly understand processes, roles & responsibilities and functions in a complex institutional setup
• Understanding of how a matrixed organization operates is preferred (e.g. interaction between Global, Regional and Business Division verticals)
• Good working knowledge of Microsoft Office suite of tools (Word, PowerPoint, Excel, Visio). Proficiency in Excel VBA and Visio preferred, but not mandatory
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.
