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
Overview
The Manager, Business Process Improvement will lead a team of analysts responsible for supporting and administering operational platforms including Order Management, Sales (Salesforce.com), and other systems supporting business operations.
Role
This role will oversee platform support activities, monitor ticket performance and service levels, and drive continuous improvement in ticket quality, operational efficiency, and business processes. The individual will analyze ticket trends to identify recurring issues and work with stakeholders to implement upstream improvements that reduce support demand and enhance the user experience. The role will also support the onboarding of new products, teams, and processes onto the platform.
Detailed Responsibilities• Lead and manage a team of Analysts and Senior Analysts responsible for operational platform support• Oversee platform help inquiries and ensure timely resolution in line with established SLAs• Monitor ticket queues, resolution timelines, and service levels to ensure SLA adherence• Analyze ticket data and trends to identify recurring issues, root causes, and opportunities to reduce support volume through upstream process improvements• Conduct quality control reviews of resolved tickets to ensure accuracy, consistency, and adherence to established processes• Develop and maintain reporting and dashboards to monitor ticket trends, SLA performance, operational metrics, and key performance indicators• Support the integration of new products, teams, and workflows onto operational platforms, including planning, coordination, and ongoing operational support• Test system enhancements and fixes and coordinate user testing activities• Conduct periodic quality control checks and data audits• Support operational initiatives, process improvement efforts, and special projects as needed
Experience/Knowledge
Strong communication, analytics and stakeholder management skills. Demonstrated ability to analyze operational data and translate insights into actionable improvements. Experience monitoring service performance, managing ticket-based support environments, and ensuring SLA adherence. Skilled in issue research and resolution with strong attention to detail. Understanding of operational systems and technical processes. Strong organizational, planning, and follow-up skills. Experience leading or managing teams in an operational support environment preferred.
Education and Skills
BS degree or equivalent combination of experience and formal education
Advanced software skills (Excel, Access)
Strong analytical and problem-solving skills
Team-oriented with strong collaboration skills
Detail-oriented and results-driven
Flexible and adaptable in a fast-paced environment
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.