Customer Performance Director

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

Customer Performance Director

Overview

We are looking for a Customer Performance Director for the Franchise function in Mastercard Asia Pacific region. Critical to Mastercard, the role enables healthy business growth by preventing, detecting and remediating undue risk. This role will offer exciting opportunities to build new ecosystems with franchise as an enabler. The ideal candidate is one who is passionate about risk management & business growth, highly motivated, intellectually curious, and analytical.

Role

In this position, you will:

• Provide thought leadership and work with direct stakeholders on fraud and compliance.
• Lead execution of fraud and compliance programs to protect and enhance the Mastercard brand.
• Engage customers across the region to optimize authentication, approval rates, fraud and charge back performance and to enhance the strength of the Mastercard brand, acceptance network and data.
• Deliver Franchise related services and generate sales leads for Franchise Management Programs, Franchise Solutions, and trainings.
• Play a principal role in ensuring that issuers and acquirers optimize their processes, procedures, and tools to meet Mastercard rules and standards.
• Maintain Mastercard rules and standards to enable the growth of Mastercard products and services, while preserving the integrity of the Mastercard brand and network.
• Act as the main liaison and works to elevate stakeholders' understanding of fraud and compliance requirements in day-to-day operations.
• Own and lead initiatives to address fraud vulnerabilities and events in a timely manner. Interface with colleagues throughout the organization at all levels to address critical care issues promptly.
• Be responsible for developing and delivering regional Franchise communications utilizing internal/external communication, education, and thought leadership.
• Be accountable for identifying and increasing process efficiency and enabling scale by leveraging automation & technology.
• Represent Mastercard with regulators, key industry stakeholders, and at external industry events, contributing to expert panels and sharing white papers and best practices.

All About You

The ideal candidate for this position should:

• Demonstrate successful track record in payments, translating strategies into large scale programs and adapting them across business.
• Be well-versed with the regulatory landscape.
• Have experience in both risk management and business development in payments industry.
• Possess a strategic and business mindset.
• Have a clear mission that focuses on outward-in perspective in problem solving.
• Be self-motivated and results-oriented, always looking for solutions to solve problems.
• Be proactive and able to work independently without direct supervision.
• Possess strong analytical skills, be detail oriented and operate effectively in a complex global environment.
• Have strong interpersonal skills with the ability to influence and work cross functionally and across levels in a highly matrix organization.
• Possess strong verbal and written communication/technical skills, be able to communicate in a succinct manner.
• Have strong analytical skills.
• Be able to structure, manage, and coordinate complex projects with multiple stakeholders.

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.