Director, Customer Performance & Fraud

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 & Fraud

Director, Customer Performance & Fraud

Who is Mastercard?
Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.
Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

About the Opportunity:
Mastercard operates the world’s fastest payment processing network, connecting consumers, financial institutions, merchants, governments and businesses in more than 210 countries and territories. Every day, everywhere, we use our technology and expertise to make payments safe, simple and smart. We know safety and security are the top priorities of our customers, cardholders and partners, so we won’t stand still in developing new and better ways to keep payments safe.

Overview:
This role offers a dynamic and energetic individual to enable high-risk acquirers’ participation on the Mastercard global ecosystem through customer-facing opportunities to enhance ecosystem performance and educating such participants on the dynamics of being in the business.

The successful candidate acts as the primary interface with customers and customer facing teams regarding acquirer performance (fraud rate, chargeback rate, violations of key compliance programs like BRAM/GRIP/QMAP, approval rate, authentication success rate, compliance with standards). The focus is on those customers with a high-risk acquirer license which is required when they acquire what Mastercard designates as “Specialty Merchants” e.g. crypto, gambling, tobacco etc.

Responsibilities will include:
With the complexities involved in Specialty Merchants 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 with the following responsibilities, such as, not limited to:
1. Designing internal and external reports that help identify poor performance areas and hence need urgent attention.
2. Engaging with customers when there are performance issues (including rule violations).
3. Selling and delivering consulting engagements to support acquirer performance optimization (trainings, performance optimization projects, mandatory FMP reviews).
4. Working with colleagues in Franchise to improve such engagements and better manage Specialty Merchants (eg expanding their categories, identifying missing registrations, optimize costs).
5. Identifying fraud trends and share leads with product teams, customers, banking associations and regulators.

Experience/Knowledge:
Familiarity with market dynamics in some or all countries of Eastern Europe Middle East and Africa, e-commerce acquiring experience, transaction processing, fraud management, and understanding of scheme rules are required. The ideal candidate will have worked with acquirers on operations, fraud and/or merchant compliance with scheme standards or have experience in selling tools and solutions in this space. 10+ years in the payments industry, with at least 7 years in operations, product management, or fraud management.
Competencies:
• Communication: Strong verbal and written communication, including delivering presentations, is necessary at both business and technical levels. Being able to sell ideas is desired.
• Collaboration: collaborates effectively by taking ownership without being asked and working with team members to achieve common goals aligned with Mastercard values.
• 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: is 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: Identifies root causes of problems thanks to data analysis, thinks creatively to find and implement solutions, rather than just raising issues. Is able to analyze data and build new reports.
• Frequent travel to countries in Eastern Europe Middle East and Africa
• Languages: Fluent in English and Turkish

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.