Description
Mastercard's Global Business Solutions Center (GBSC) is seeking a Director, GBSC Operations Excellence and Value Delivery to lead operational performance, governance, transformation, continuous improvement, and strategic delivery.
The Director will oversee governance, performance, risk and controls, operational excellence, and execution of the Sales, Marketing and Product (SMP) transformation roadmap.
Key responsibilities:
- Translate the SMP multi-year transformation strategy into actionable roadmaps, milestones, and outcomes.
- Oversee initiatives that optimize processes, expand services, improve productivity, and enable scale.
- Partner with technology teams on digital, automation, analytics, and AI solutions that improve efficiency, scale, and quality.
- Coordinate cross-functional service integrations, operating model changes, and growth initiatives.
- Lead continuous improvement and foster innovation, accountability, and operational excellence.
- Own SMP intake management and governance across projects, processes, inquiries, compliance, and performance.
- Establish governance for effective prioritization, decisions, and execution across the vertical.
- Standardize processes, documentation, ownership, and change management to strengthen consistency and discipline.
- Define service standards and governance routines that ensure quality and stakeholder satisfaction.
- Partner across GBSC to set global standards, monitor adoption, and improve continuously.
- Own SMP performance management, including KPIs, scorecards, reporting, and reviews.
- Establish data governance and insights that provide reliable operational performance information.
- Provide insights and recommendations for prioritization, resource allocation, and decisions.
- Maintain executive reporting on service performance, operational health, transformation, and value realization.
- Monitor dashboard health, refresh performance, and pipeline reliability.
- Resolve data and reporting issues before they affect users.
- Enforce data governance standards for documentation, naming, and certification.
Requirements:
- 10+ years of leadership experience in operations, transformation, consulting, business management, shared services, or related fields.
- Proven ability to translate strategy into execution and deliver measurable business outcomes.
- Strong operational and analytical acumen with experience translating performance, capacity, and service delivery insights into business outcomes.
- Experience in performance management frameworks, KPI development, scorecards, and operational reporting.
- Experience leading large-scale transformation, process optimization, and organizational change initiatives.
- Deep understanding of governance, risk management, controls, and operational excellence practices.
- Ability to lead cross-functional programs involving technology, automation, digital transformation, analytics, and AI capabilities.
- Exceptional stakeholder management, communication, and executive presentation skills.
- Strong problem-solving and decision-making capabilities with a demonstrated ability to navigate ambiguity and competing priorities.
- Proven track record leading operational excellence, transformation delivery, performance management, governance, or business management functions at enterprise scale.
- Demonstrated success managing complex cross-functional programs and delivering measurable business value.
- Bachelor's degree required; Business, Operations, Engineering, or related field preferred.
- Advanced degree is a plus.
Benefits:
- 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
- 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