Manager Customer Performance

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 Customer Performance

An outstanding experience at the point of interaction
Advance ecosystem health and profitability by engaging Customers to optimize performance and to enhance the strength of our brand, acceptance network, and data

The Franchise Customer Performance and Fraud Team’s main role
• Ensure that its member institutions are optimized in their processes, procedures, and tools to help them manage and reduce fraud on their portfolio and optimize their chargeback process.
• Monitor Customers to identify standards violations and performance issues
• Engage Customers to determine the source of performance gaps and to recommend solutions including Mastercard products and services, and/or Franchise Solutions

Responsibilities :
Key Performance Metrics
• Optimize Approval Rate
• Optimize Authentication
• Reduce Fraud
• Reduce Chargebacks
• Reduce Non-Performance Findings

Customer Engagement & Performance
• Franchise Performance Programs
• Product and Service Referrals
• Franchise Services
o Education, Training, data and metrics, sharing best practices, recommended improvements
o Optimizing chargeback processing
o Statistics, case studies, regulatory trends/updates

Experiences
• Experience reviewing customer compliance and fraud programs or policies and making adjustment recommendations
• Help improve performance of a customer compliance and fraud program and controls by identifying opportunities though analysis of data or metrics
• Demonstrated consistent success working with partners across other compliance areas in support of cross-function/global program

Through our many safety and security enhancing programs, we work proactively with our internal/ external key stakeholders, the industry and the public to build consumer confidence and ensure that transactions are as safe as they can be and our customers are in compliance with our rules and programs.

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.