Senior Analyst, Customer Performance, Brand-1

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

Senior Analyst, Customer Performance, Brand-1

BRAM Operations and Enablement, Senior Analyst

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.

• Do you have experience supporting operations, enablement, risk, compliance, audit, or merchant monitoring programs?
• Do you have knowledge of operational controls, case management, data analysis, reporting, or customer risk monitoring practices?
• Are you a high performer with strong attention to detail, analytical discipline, and project coordination skills?
• Are you collaborative, process-oriented, and able to support scalable capabilities across a global organization?

Mastercard’s Franchise Brand Performance Team advances ecosystem health and profitability by engaging our customers to optimize performance and to enhance the strength of our brand, acceptance network, and data.

Role

• Execute day-to-day operational and enablement activities that support the global BRAM program, including documentation, reporting, workflow coordination, and stakeholder follow-up
• Support implementation and maintenance of operating procedures, controls, documentation standards, quality assurance practices, and governance routines established by BRAM leadership
• Assist with operational support for investigative assessment decisions by collecting information, organizing case materials, documenting outcomes, and helping confirm process adherence
• Maintain and update playbooks, training materials, process guidance, templates, and knowledge-management resources for the BRAM Investigation Team and related stakeholders
• Assist with the development of AI-enabled monitoring and advanced analytics capabilities to identify emerging risk trends, support prioritization, and improve program oversight at scale
• Coordinate operational workflows, escalation routing, repeat-offender tracking, case assignment support, testing logistics, and referral intake processes
• Partner with the BRAM Investigation Team and cross-functional stakeholders to support timely execution, clear documentation, and consistent handoffs
• Assist with updates to standards, procedures, and program materials related to BRAM operations, merchant monitoring, customer escalation governance, and Specialty Merchant requirements
• Perform quality assurance checks on investigation documentation, workflow adherence, data completeness, and assessment support materials, identifying trends, inconsistencies, data gaps, and opportunities for process improvement while escalating case-direction questions to BRAM Investigations
• Support case tracking and case management activities, including user testing, implementation support, enhancement prioritization, data validation, reporting inputs, and user adoption support
• Prepare data analysis, recurring reports, dashboards, and operational insights to support leadership visibility, program performance tracking, customer risk governance, and continuous improvement
• Support Merchant Monitoring Program operations through reporting, data review, process documentation, issue tracking, and stakeholder coordination
• Assist with BRAM Announcements and internal quality assurance reviews across Brand Performance Programs by gathering inputs, tracking comments, and supporting review cycles

All About You

• Working knowledge of electronic payment processing; experience supporting operations, enablement, risk management, compliance, audit, merchant monitoring, or related disciplines
• 3-5 years’ experience supporting operational programs, risk assessments, monitoring activities, governance routines, or compliance program management, with demonstrated ability to document outcomes clearly and accurately
• Ability to review facts and circumstances, apply established standards and procedures, escalate issues appropriately, and support practical resolution of operational matters
• Experience supporting program governance, operational controls, customer risk escalation processes, case management systems, data quality, reporting practices, or merchant monitoring activities
• Strong attention to detail, highly organized, critical thinker able to follow multi-step processes, manage assigned workstreams, and identify practical opportunities to improve day-to-day execution
• Must be self-motivated and able to manage assigned responsibilities effectively with competing priorities
• Solid understanding of the card payment ecosystem, including key participants, transaction flows, acceptance models, and how risk can present across the network
• General cybersecurity awareness and acumen, including familiarity with common cyber-enabled threats, data protection considerations, and the role of strong security practices in protecting the payments ecosystem
• Experience, confidence and high level of tact and integrity due to regular interaction with internal and external stakeholders and exposure to confidential data
• Strong written and verbal communication skills, including ability to summarize issues clearly, document decisions accurately, and support stakeholder alignment
• Strong analytical, data interpretation, operational reporting, and problem-solving skills, with ability to identify trends and escalate insights for leadership review
• Must be able to work in a fast paced and dynamic environment, handle multiple priorities, consistently meet established deadlines, and deliver high-quality work
• Strong technical skills including Microsoft Office; experience with case management, reporting, analytics, monitoring, automation, or AI-enabled tools preferred

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 [email protected] 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.

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.

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. This posting reflects one or more current openings on our team.

Pay Ranges

Toronto, Canada: $83,000 - $132,000 CAD