Director, Community Pass, Operations and Voice of the Customer

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, Community Pass, Operations and Voice of the Customer

Overview:

This role manages H&D centralized operations as well as Voice of the Customer (VOC) feedback loops to H&D Product and Markets teams. The internal-facing functions include managing Finance / Budget, Sourcing, Compliance, internal communications and Human Resources across H&D to reduce complexity for the team. The external-facing functions include managing Marketing Communications to drive internal and external recognition for Community Pass, and Voice of the Customer to capture the sentiments of customers (financial institutions) and consumers (farmers) to inform our growth. The aim is to reduce complexity for the team and make a more robust and resilient business.

Role:

- Internal alignment within H&D
- Oversee annual budget-setting process; then, oversee budget spent vs. planned
- Manage Sourcing end-to-end on behalf of business owners; manage continuum of Sourcing spend to Finance reconciliation to make sure spend is in line with CP strategic priorities
- Drive culture and satisfaction within the H&D team; resolve key issues in human resources, including those identified by employee engagement survey, create and track action plan
- Manage a successful audit and ongoing quarterly maintenance so that business risks are mitigated
- External alignment with key Mastercard stakeholders
- Voice of the Customer: Design and operationalize a set of programs that will provide a steady flow of customer/consumer feedback that is actioned by Marketing, Product, Markets
- Manage Marketing Communications with global and regional Mastercard teams to drive adoption and usage, support business development with customers and partners, and secure internal and external recognition for Community Pass
- Develop repository of data / case studies for which we have consent for internal and external usage that is regularly refreshed with new VOC and marketing information to enable efficient development of talking points, articles and internal communications

About You:

- 5+ years proven business operator skills or equivalent
- Exceptional organizational and execution skills
- Ability to translate the needs and pain points of customers and consumers in rural communities into actionable feedback
- Demonstrated understanding of how to leverage marketing communications to influence customers, consumers, partners and executives
- Exceptional and proven writing skills for talking points, social and print media and other comms
- Understanding of low-income markets and international development
- Good people management skills
- Analytical skills including business process improvement, data analysis, problem resolution, financial analysis
- Bachelor's degree minimum

Salary range:
$178,000-284,000

Mastercard is an 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. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com 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 tot