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

The Franchise Customer Performance and Engagement Team’s principle role is to 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.

• 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.
• Have you ever been part of a team that is specialized in enhancing safety of transactions?
• Are you passionate about fraud management in a dynamic environment?
• Have you considered using your payment industry knowledge to improve efficiency of Mastercard customers?

This role is part of specialized team focusing on providing risk management services, training and reviews to support Mastercard’s customers within Brazil. The focus will be on conducting detailed Global Risk Management Program (GRMP) operational reviews of issuers, acquirers, corporate and government institutions and service providers in Brazil.

This role is the primary interface with Customers and Mastercard internal business managers regarding all matters regarding to Franchise Business Unit within Latin America and the Caribbean with special focus in Brazil market.

Accountabilities:

• Responsible for the planning and delivery of all aspects of the fraud management effort to customers, merchants, payment facilitators, service providers and Mastercard cross functional business units.
• Assist’s customers in protecting brand integrity and mitigation of payment risk.
• Conduct in-depth MIS analysis using internal Mastercard data.
• Leverage Mastercard products and programs as well as industry “best practices“ to assist customers in their efforts to mitigate fraud and comply with Mastercard rules architecture and standards.
• Provides consultancy services and risk assessments to customers in the areas of fraud prevention, detection, chargeback and recovery.
• Provides investigative assistance to customers and law enforcement as well as manages regional education/training initiatives.
• Internal and external customer relationship management responsibilities.
• Customer training and development

Requirements:

• Risk management and/or fraud management experience
• Experience in payments.
• Strong analytical and communications skills
• Ability to interact effectively with internal and external business partners
• Excellent communication skills, both verbal and written – ability to build compelling presentations
• Solutions oriented/ results driven capabilities
• Strategic thinking
• Proficient in Spanish and English language. Portuguese is a plus.
• Periodic travel required
• Bachelor’s Degree

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.