Description
Mastercard is seeking a highly strategic and execution-oriented Director to lead the Customer Onboarding transformation agenda across Mastercard Services.
The Director will partner closely with Sales, Compliance, Product, Technology, and Operations teams to simplify complex business processes, accelerate customer onboarding timelines, enhance data quality, strengthen governance, and deliver an industry-leading onboarding experience to Mastercard’s customers.
Key Responsibilities:
- Develop and execute the strategic roadmap for Customer Onboarding transformation across Services.
- Identify opportunities to simplify, standardize, automate, and optimize onboarding processes across multiple products and business units.
- Lead digital transformation initiatives, including workflow modernization, CRM enhancements, onboarding platforms, AI solutions, and automation capabilities.
- Partner with senior leadership to align onboarding capabilities with broader business growth objectives.
Operations Excellence:
- Lead the end-to-end customer onboarding operating model, ensuring efficient, compliant, and scalable execution.
- Drive continuous improvement initiatives that reduce onboarding cycle time, improve customer experience, and enhance operational productivity.
- Establish governance frameworks, operating metrics, and performance management processes for onboarding operations.
- Drive adoption and optimization of onboarding platforms and supporting technologies.
Cross-functional Leadership:
- Build strong partnerships across Sales, Compliance, Product, Finance, Technology, Risk, and other Operations teams.
- Lead cross-functional programs involving multiple workstreams, teams, and geographies.
Team Leadership:
- Build, lead, coach, and develop a high-performing team of operations, analytics, and transformation professionals.
- Foster a culture of continuous improvement, innovation, accountability, and customer-centricity.
All About You:
- 10-15 years of experience leading business transformation, operations, consulting, customer onboarding, revenue operations, sales operations, or related functions.
- Demonstrated success leading complex cross-functional transformation initiatives in B2B, technology, financial services, SaaS or consulting environments.
- Experience working with senior executives and influencing decisions senior levels.
- Proven track record of leading global or multi-regional programs with measurable business impact.
- Strategic thinker with strong business acumen and problem-solving abilities.
- Exceptional stakeholder management and executive communication skills.
- Strong people leadership and talent development capabilities.