Director, Customer Performance

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
Director, Customer Performance
Director, Customer Performance in Western Europe
Overview:
The role is the primary interface with customers and customer facing teams regarding customer performance (fraud rate, approval rate, authentication success rate, compliance with standards) in Western European countries.
Role:
Responsibilities include selling and delivering Franchise Solutions (trainings, performance optimization projects, mandatory FMP reviews) and engaging with customers when there are performance issues (including rule violations). The role also requires identifying fraud trend and to share these with product teams, customers, banking associations and regulators.
Reports to Vice President, Customer Engagement & Performance.
All about you:
Fraud management experience, knowledge in card payments and transaction processing (including authentication and authorization), understanding of scheme rules and ideally European rules like PSD2 are required. The ideal candidate will have worked with financial institutions on fraud and approval rate optimization, or have experience in selling tools and solutions in this space.
Required competencies:
1. Communication: Strong verbal and written communication including delivering presentations, are necessary at both business and technical levels. Being able to sell ideas is desired.
2. Collaboration: collaborates effectively by taking ownership without being asked and working with team members to achieve common goals.
3. 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.
4. Performance: is focused and results driven, able to identify opportunities for selling Franchise Solutions and other Mastercard services.
5. Flexibility: exhibits flexibility and commitment demonstrated by remaining focused when unanticipated changes occur and by effectively resolving conflicts to accomplish goals.
6. Problem solving: Identifies root causes of problems thanks to data analysis, thinks creatively to find and implement solutions, rather than just raising issues.
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.