Director, Business Process Improvement (GBSC Global Process Lead - Inquiry Management)

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, Business Process Improvement (GBSC Global Process Lead - Inquiry Management)

OVERVIEW
Mastercard’s Global Business Solutions Center (GBSC) is dedicated to helping the organization transform their business operations to achieve higher efficiency, effectiveness, and agility. Today, with over 1,200 dedicated colleagues worldwide, the GBSC supports more than 200 services across 89 countries spanning all business units. Our commitment to excellence, innovation, and collaboration drives us to continuously elevate standards and exceed expectations in every endeavor. By leveraging a comprehensive suite of services and solutions, the Strategy, Enablement and Transformation Team is one of the key foundational pillars that supports overall GBSC and enterprise stakeholders in optimizing their business to drive value and enhance performance.
As we head into our next phase in advancing our commitment to our stakeholders, the GBSC is seeking to hire a Director, GBSC Global Process Lead – Inquiry Management, based in O’Fallon, MO. This role offers a front-row seat to the future of the inquiry management landscape— blending customer experience design, knowledge management, and digital transformation with operational excellence strategies. The Global Process Lead (GPL) is a senior-level role responsible for the end-to-end ownership, improvement, and optimization of global Inquiry Management processes within the organization, partnering closely with operations that support day-to-day service delivery. The GPL will dedicate their focus to driving process excellence, standardization, and efficiency across various departments, ensuring alignment with the company's strategic goals and enhancing stakeholder experience. This role requires a visionary leader with deep expertise in omnichannel service experiences, digital innovation, and change management on a global scale and within complex environments.

ROLE
• Define strategy for GBSC’s Inquiry Management program that spans omni-channel experiences across Finance, Legal, Human Resources and other service domains.
• Collaborate with operations and senior stakeholders to implement strategic initiatives that will enhance the stakeholder experience, optimize processes and manage risks.
• Co-own the technology roadmap and work with technology partners to deploy new digital tools and technology, including human-centered AI, to transform and scale knowledge management and inquiry experiences.
• Analyze and distill data into clear and concise plans that enable transformation initiatives to provide improved experience and efficiency.
• Co-develop (with operations and key stakeholders) and enforce policies that support process standardization and improvement.
• Implement lean, design thinking, and agile practices to drive ongoing service transformation that harmonizes systems, workflows and user experiences.
• Develop and execute change management strategies to ensure successful adoption of new tools, processes, and behaviors across global teams
• Support GBSC storytelling by ensuring the proper data/metrics are available, validated and analyzed on a regular basis.
• Ensure SLAs, KPIs, and experience-level agreements (XLAs) are established and achieved across all channels (chat, virtual agent, phone, case). This includes, but is not limited to, first contact resolution, inquiry deflection rate, stakeholder satisfaction, and digital adoption rates.
• Provide guidance and support to service delivery (operations) leaders and teams, ensuring day-to-day processes are executed efficiently and effectively.
• Improve and mature robust operating model structures and governance frameworks that orchestrate delivery teams, COEs, tech partners and executive management.
• Partner with Risk, Audit, and Compliance to anticipate emerging issues and respond effectively as inquiry management technology and processes evolve.

ALL ABOUT YOU
• Strong leader with passion for process excellence and customer satisfaction
• Successful track record in transforming organizations through a continuous improvement culture enabled by digital technologies and automation.
• Proven experience with inquiry management strategy, often achieved by managing, governing or con