Manager, Customer Performance in St Leonards

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 We are looking for a Manager for High Risk Acquirer Performance for the Franchise function in Mastercard Asia Pacific region. Critical to Mastercard, the role enables healthy business growth by preventing, detecting and remediating undue risk. With the growth of merchant fraud, acquirers must strengthen their screening of new merchants, as well as closely monitor new risk signals in transaction data, while ensuring their merchants remain compliant with local laws and Mastercard standards. To help acquirers achieve this, the Franchise team is looking for a fraud and compliance expert who acts as the primary interface with customers and customer facing teams regarding acquirer performance for fraud rate, chargeback rate, violations of key compliance programs (e.g., Business Risk Assessment and Mitigation, Global Rules Investigation Program, Questionable Merchant Audit Program), approval rate, authentication success rate, compliance with standards. The focus is on customers with a high-risk acquirer license which is required when they acquire specialty merchants like cryptocurrency, gambling, adult content and services, etc. This role offers exciting opportunities to build new ecosystems with franchise as an enabler. The ideal candidate is one who is passionate about risk management & business growth, highly motivated, intellectually curious, and analytical. This position reports to Vice President, Customer Engagement & Performance.

Role Responsibilities Will Include:

• Designing internal and external reports that help identify poor performance areas requiring urgent attention.
• Engaging with customers with performance issues (including rule violations).
• Selling and delivering consulting engagements to support acquirer performance optimization (trainings, performance optimization projects, mandatory Franchise Management Program reviews).
• Working with colleagues within Franchise to improve engagements and better manage specialty merchants (e.g., expanding their categories, identifying missing registrations, optimizing revenues).
• Identifying fraud trends and share leads with product teams, customers, banking associations and regulators.

Experience/Knowledge All About You Fraud management experience, knowledge in card payments and transaction processing (including authentication and authorization), understanding of scheme rules and ideally relevant experience are required. The ideal candidate would have worked with acquirers on fraud and merchant compliance with Mastercard standards, and/or have experience in selling acquiring risk tools and solutions.

Competencies:

• Communication: Possesses strong verbal and written communication skills, including presentations skills, at both business and technical levels. Able to sell ideas is desired.
• Collaboration: Collaborates effectively by having initiatives and taking ownership, and working with team members to achieve common goals.
• Execution: Drives execution with strong follow-up of action items, making efficient use of time and incorporating contingencies into planning and following through on commitments.
• Performance: Being focused and results driven, able to identify opportunities for selling Franchise Solutions and other Mastercard services.
• Flexibility: Exhibits flexibility and commitment, demonstrated by remaining focused when unanticipated changes occur and by effectively resolving conflicts to accomplish goals.
• Problem solving: Leverages data analysis to identify root causes of problems, thinks creatively to find and implement solutions, not just raising issues. Able to analyze data and build new reports.

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.