Leads Mastercard Services’ global customer onboarding transformation agenda, including operating model design, process re-engineering, platform adoption, automation, analytics, governance, and performance management. Partners with Sales, Compliance, Product, Technology, Finance, Risk, and Operations to improve onboarding speed, scalability, data quality, compliance, and customer experience. Builds and develops a high-performing team while managing complex cross-functional programs and influencing senior executives.
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
Director, Sales Operations & Business Transformation
Overview of Services
Services is Mastercard's professional services arm, focused on driving value beyond payment transactions. We harness the power of our transaction data, deep payments expertise and vast network of merchant and FI partners to offer holistic solutions to our customers. Our solutions comprise consulting; data insights; marketing services; loyalty and analytics platforms; and more. Discover more at www.mastercardservices.com/en.
Insights and Enablement team strives to drives smarter decisions and operational excellence for Services, by leveraging data and technology.
About the Role
We are seeking a highly strategic and execution-oriented Director to lead the Customer Onboarding transformation agenda across Mastercard Services. This role will be responsible for driving onboarding excellence, operational scalability, platform adoption, automation, process re-engineering, and business intelligence capabilities across the customer onboarding lifecycle.
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
Strategic Leadership & Transformation• 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
Experience• 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.
Functional Expertise
Experience in one or more of the following areas is preferred:• Customer Onboarding & Customer Lifecycle Management• Revenue Operations / Sales Operations• Business Process Re-engineering• CRM Platforms (Salesforce preferred)• Automation & AI Solutions• Analytics and Business Intelligence• Program and Portfolio Management
Education• Undergraduate degree required.• MBA, Master's degree, or equivalent advanced qualification preferred.
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:
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
Director, Sales Operations & Business Transformation
Overview of Services
Services is Mastercard's professional services arm, focused on driving value beyond payment transactions. We harness the power of our transaction data, deep payments expertise and vast network of merchant and FI partners to offer holistic solutions to our customers. Our solutions comprise consulting; data insights; marketing services; loyalty and analytics platforms; and more. Discover more at www.mastercardservices.com/en.
Insights and Enablement team strives to drives smarter decisions and operational excellence for Services, by leveraging data and technology.
About the Role
We are seeking a highly strategic and execution-oriented Director to lead the Customer Onboarding transformation agenda across Mastercard Services. This role will be responsible for driving onboarding excellence, operational scalability, platform adoption, automation, process re-engineering, and business intelligence capabilities across the customer onboarding lifecycle.
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
Strategic Leadership & Transformation• 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
Experience• 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.
Functional Expertise
Experience in one or more of the following areas is preferred:• Customer Onboarding & Customer Lifecycle Management• Revenue Operations / Sales Operations• Business Process Re-engineering• CRM Platforms (Salesforce preferred)• Automation & AI Solutions• Analytics and Business Intelligence• Program and Portfolio Management
Education• Undergraduate degree required.• MBA, Master's degree, or equivalent advanced qualification preferred.
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.
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