Description
Mastercard is seeking a Vice President, Customer Engagement and Performance – Asia Pacific Franchise to lead the Customer Engagement and Performance team in the Asia Pacific region.
The team ensures that institutions are optimized in their processes, procedures, and tools to meet Mastercard's Rules and Standards across various disciplines including fraud, compliance, transaction processing and risk.
The successful candidate will be responsible for:
- Creating and communicating a regional customer engagement approach that addresses both Global Franchise and Asia Pacific business imperatives
- Refreshing the strategy as needed to assist customers in protecting brand integrity and mitigating payment risk
- Executing on team objectives to achieve Franchise priorities in tandem with regional business objectives
- Leading initiatives to address Franchise vulnerabilities and events in a timely manner
- Supporting other business areas with MIS analysis using internal Mastercard data
- Leveraging Mastercard products and programs as well as industry 'best practices' to assist customers in enhancing the reliability, quality and security of transactions
- Ensuring the delivery of detailed Customer review meetings, including Academy of Risk Management training and Global Risk Management Program
- Establishing and executing effective engagement models and business relationships between the Franchise team, customers and key industry stakeholders
- Managing, directing, influencing and coaching team members to ensure they meet performance objectives and develop new leadership attributes
The ideal candidate will have:
- Strong customer-facing skills
- Risk management, compliance management and/or fraud operations experience
- Over 10 years of management experience in payments, risk, fraud and compliance
- People management experience
- Strong analytical and communications skills
- Ability to interact effectively with internal and external business partners
- Excellent communication skills, both verbal and written
- Solutions-oriented and results-driven capabilities
- Strategic thinking
- Proficiency in English language; Mandarin speaking ability is a plus