Vice President, Customer Engagement and Performance – Asia Pacific Franchise

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

Vice President, Customer Engagement and Performance – Asia Pacific Franchise

Overview
MasterCard operates the world’s fastest payment processing network, connecting consumers, financial institutions, merchants, governments and businesses in more than 210 countries and territories. Every day, everywhere, we use our technology and expertise to make payments safe, simple and smart. We know safety and security are the top priorities of our customers, cardholders and partners, so we won’t stand still in developing new and better ways to keep payments safe.

About the Role:
The Franchise Customer Performance and Engagement Team’s principle role is to ensure that institutions are optimized in their processes, procedures, and tools to meet Mastercard’s Rules and Standards across various disciplines including fraud, compliance, transaction processing and risk.

It manages all aspect of customer Franchise engagement in the Asia Pacific region, addressing the region’s geographic distribution and diverse cultures, with focus on propagating best practices and timely information that improves MasterCard’s brand position.

The position is responsible for evolving the Customer engagement model beyond fraud and risk to embed core Franchise components into our regular Customer meetings.

The position manages a team of franchise professionals who are geographically distributed throughout the region to provide direct stakeholder engagement and performance management.

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 reliable, high quality and enable an outstanding cardholder experience.
• Have you ever been part of a team that is specialized in enhancing safety and security of transactions?
• Are you passionate about customer engagement, fraud, compliance and risk 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 the Asia Pacific region based in Singapore. The focus will be on defining the strategy, ensuring excellence in the execution as well as engagement with internal and external stakeholders.

This role is the primary interface with Customers and Mastercard internal business managers regarding all matters regarding to Franchise Business Unit within Asia Pacific.

This position reports to the SVP, Franchise Asia Pacific Region Lead based in our Singapore office.

Accountabilities:
• Create and communicate a regional customer engagement approach which addresses both Global Franchise and Asia Pacific business imperatives in partnership with the region management team.
• Refresh the strategy as needed. Assist customers in protecting brand integrity and mitigation of payment risk.
• Create and execute on teams objectives to achieve Franchise priorities in tandem with regional business objectives; actively contribute to Asia Pacific region business goal which relate to safety and security
• Own and lead initiatives to address Franchise vulnerabilities and events in a timely manner. Interface with colleagues throughout the organization at all levels to address critical care issues promptly.
• Support other business areas with MIS analysis using internal Mastercard data.
• Leverage Mastercard products and programs as well as industry “best practices“ to assist customers in their efforts to enhance the reliability, quality and security of the transactions and comply with Mastercard rules architecture and standards.
• Ensure the delivery of detailed Customer review meetings, including Academy of Risk Management training, bi-annual Asia Pacific Fraud Advisory Council, and Global Risk Management Program, operational reviews of customers, monitoring and review programs that relate to payment Facilitators and service providers.
• Where relevant, provide assistance to customers and law enforcement as well as manages regional education/training initiatives.
• Establish and execute effective engagement models and business relationships between and among the Franchise team, customers and key industry stakeholders throughout the region which facilitate MasterCard’s positive influence related to stakeholder fraud performance.
• Support internal teams in the identification of Risk Products and Services sales opportunities
• Manage, direct, influence and coach team members to ensure they meet performance objectives and develop new leadership attributes

Requirements:
• Strong customer facing skills
• Risk management, compliance management and/or fraud operations experience
• Over 10 years of management experience in payments, risk, fraud and compliance.
• People management experience
• 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 English language. Mandarin speaking ability is a plus.
• Periodic travel required

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.