Manager, 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

Manager, Business Process Improvement

Ethoca, a Mastercard Company is recruiting a Manager, Business Process Improvement
Overview
The Manager, Business Process Improvement will be responsible for identifying, defining, implementing and maintaining optimization strategies for our global business to strengthen our relationships with our customers, increase loyalty while achieving high customer satisfaction goals. The incumbent will analyze customer behaviors to ensure that our products and services are utilized effectively, and maximum value is being delivered to our customers. In addition, the individual will leverage data, collaborate with various teams, analyze and identify opportunities, make recommendations and drive solutions to implementation. Our ideal candidate is curious, a good collaborator, has strong analytical skills, and enjoys delivering results and is relentless about delivering exceptional experiences for our customers.
Role
• Perform fact-based analytics to and identify customer strategic opportunities that will enable us to grow revenue and strengthen relationships with our customers.
• Receive and process daily/weekly reports, make decisions on viability and follow process for implementation
• Develop, support and/or execute campaigns/events, etc. for our customers, and evaluate the effectiveness of campaigns through monitoring and tracking of performance of in-flight as well as post-campaign results
• Collaborate with various teams to understand customer behavior’s and ensure our customers are utilizing our products and services optimally and as designed
• Identify patterns, trends and areas of opportunity using in-depth data analysis across disparate data sources to better leverage Ethoca’s products and services to solve their business needs
• Engage with our customers directly or in supporting capacity as part of a team (i.e. Customer Success, Account Manager, etc.) to discuss how they can achieve maximum benefit from our products and services and encourage behavioral changes
• Develop business cases for optimization strategies, assess reasonableness and perform necessary due diligence to ensure we achieve our business objectives
• Break down strategic problems, analyze data and information to provide insights and recommendations including monitoring and tracking of trends and addresses any issues (either with Customer performance or Internal Business Processes)
• Work collaboratively with cross-functional teams to provide fact-based strategic insights and interpretation of results
• Builds effective relationships with internal/external stakeholders
• Other duties as assigned
All About You
• Undergraduate degree / college diploma preferred
• 5+ years of relevant analytical experience; preferably in Financial Services, SaaS Product or Fraud Management
• Strong analytical skills and superior attention to detail – the ability to self-check your work is key!
• Effective time-management skills, problem-solving skills and multitasking abilities
• Strong Verbal & written communication skills – You know how to leverage your data analysis to tell and present compelling stories
• Collaboration & team skills – a natural born relationship builder
• Client service oriented and influence skills
• The ability to demonstrate successful delivery of change initiatives within an organization
• Expert proficiency with Microsoft Office – especially Excel & PowerPoint. PowerBI an asset
• Desired technical skills CRM experience eg. Salesforce.com

Mastercard is an 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. 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.