Director, Customer Onboarding

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.

Overview

Franchise is core to all Mastercard business. Franchise enables business growth and value, fostering interactions with customers which provides ongoing trust and confidence in the evolving payments and data driven ecosystem. The North America (NAM) Franchise Growth & Enablement team enables our business by licensing customers, registering third parties in the payments ecosystem, overseeing lifecycle governance and risk management of Mastercard's customer base, opening up new growth opportunities by re-evaluating existing Standards, and building customer relationships. We are seeking a highly skilled and motivated Project Manager to lead the creation and management of the Program Management Office (PMO) for a new onboarding process for a key vertical. This candidate will be responsible for designing, implementing, and overseeing an efficient and effective onboarding process that ensures a seamless integration of new customers into our Mastercard network. This role requires excellent project management skills, a keen eye for detail, and the ability to work collaboratively across various departments.

About the Role

The Director of NAM Franchise Onboarding will be responsible for the establishment and management of the Franchise PMO and licensing of new qualified entities into our Mastercard network. To perform this role effectively, you will:

• Develop comprehensive project plans, including timelines and milestones. Ensure projects are executed according to plan and meet established deadlines.
• Serve as the primary point of contact for project stakeholders, including customers, cross-functional team members, and senior management. Communicate project status, risks, and issues effectively to all stakeholders.
• Identify potential project risks and develop mitigation strategies. Monitor and address risks proactively to minimize impact on project objectives.
• Maintain comprehensive project documentation, including project plans, status reports, and post-project evaluations. Retain documentation, including applicable approvals, in a central repository for evidence that Program procedures were followed.
• Uphold a risk management focus, ensuring all elements of risk (e.g., financial, reputational, regulatory) to Mastercard and payment ecosystem participants have been assessed prior to approving the applicant.
• Identify opportunities for process improvements and implement best practices in project management.
• Establish key performance indicators (KPIs) to measure the effectiveness of the onboarding process and the lifecycle.
• Annual training will address compliance awareness and focus on improving customer optimization (e.g., improving chargeback win rate, excessive chargebacks, fraud, etc.). Ensure customer is adhering to all program requirements.
• Required to be in Toronto office 3x per week.

Qualifications

• Bachelor's degree
• Banking Industry Knowledge required
• Prior experience in risk management and/or fraud functions, with project management expertise
• Proactively identify potential risks, develop mitigation strategies, and manage project uncertainties. Ability to think through downstream impacts and anticipate questions
• Exceptional project management skills, with the ability to manage multiple projects simultaneously.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
• Ability to effectively and eloquently manage competing stakeholder priorities
• Continually strives for process improvement
• Track record of impact and execution on strategic and critical projects requiring business analysis or problem-solving skills, scope management and tangible outputs
• Strong analytical skills, with a keen eye for detail
• Proficiency in project management software and tools
• Ability to work independently and take initiative in a fast-paced environment
• Ability to adapt to change quickly and effectively
• Proficient in MS Excel and PowerPoint

Compensation

In line with Mastercard's total compensation philosophy and assuming that the job will be performed in Canada, the successful candidate will be offered a competitive pay based on location, experience and other qualifications for the role and may be eligible to participate in a discretionary annual incentive program.

Pay Range – Toronto, Canada: $138,000 - $221,000 CAD

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.

Equal Opportunity

Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.