Manager, Business Process Improvement

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, Business Process Improvement

Overview

Mastercard Services is a strategic growth engine, delivering differentiated, data-driven solutions that help clients scale and succeed globally. Focused on thinking big and scaling fast around the globe, this agile team is responsible for end-to-end solutions for a diverse global customer base. Centered on data-driven technologies and innovation, these services include consulting, loyalty and marketing programs, test-and-learn business experimentation, and data-driven information and risk management services. While specializing in the payments industry, Mastercard Data & Services also works closely with major retailers, airlines, and other enterprises, leveraging data and insights garnered from within and beyond its network.

Within Mastercard’s Services organization, the Client Services (CS) organization is responsible for delivering our various products and solutions to clients. The Client Services Strategy and Operations group (S&O) aims at constantly improving the overall efficiency of Client Services, delivering key insights and enabling efficiencies.

We are seeking a dynamic and experienced professional to join our team as Leader, Strategic Advisory – Capacity & Growth. In this pivotal role, you will partner with Product, Sales, and Client Services teams across regional markets to translate strategic demand forecasts into actionable capacity plans. You will champion data-driven decision-making to ensure scalable, efficient, and cost-effective delivery, enabling Mastercard Services to meet its growth objectives across diverse geographies and client segments.

Your work will directly influence how resources are deployed to support strategic priorities, ensuring alignment between commercial ambition and delivery capabilities, fostering analytically driven approaches and decisions to secure our organization ability to achieve its business objectives. You will contribute to drive efficiency, scalability, and cost-effectiveness across our Client Services teams.

Role

• Partner with Regional Product, Sales, Client Services and Finance teams across regional markets, having impact and exposure on strategic decisions of senior stakeholders across the Services business.
• Lead the analysis of current and future capacity requirements based on capacity drivers, business forecasts, market trends, and operational demands.
• Orchestrate end to end decision workflows, enabling full alignment between all stakeholders.
• Collaborate with cross-functional teams to assess capacity constraints, identify opportunities for improvement, and develop actionable plans to optimize resource utilization.
• Establish and maintain performance metrics and KPIs to enable a strategic review of capacity utilization, efficiency, and effectiveness.
• Provide strategic guidance and recommendations to senior leadership on resource allocation, investment decisions, and capacity expansion initiatives.
• Foster a culture of accountability, innovation, and collaboration within the capacity planning function and across the organization.
• Drive continuous improvement initiatives to enhance capacity planning processes, tools, and methodologies.
• Lead a high-performing team, fostering a culture of strategic thinking, operational excellence, and cross-functional collaboration.

All about you

Essential skills and experience:

• Strong academic foundation combined with practical experience in strategic consultancy
• Proven track record of success in developing and implementing capacity planning strategies or advanced data driven processes in complex, fast-paced environments.
• Strong analytical skills with the ability to translate data insights into actionable recommendations and strategic initiatives.
• Strong business acumen and consulting mindset
• Excellent leadership and interpersonal skills, with the ability to effectively communicate and collaborate with stakeholders at all levels of the organization.
• Key team player mindset, and ability partner within a cross-functional team
• Expert on excel, and at ease with data, knowledge of Alteryx, Airtable, Power-Bi or Tableau being a strong plus.
• Demonstrated ability to drive results, manage multiple priorities, and thrive in a dynamic, evolving environment.
• Experience in professional services organizations would be a plus.

Key Words | Strategy Consulting, Management Consultant

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.