Senior Analyst, Franchise Services

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

Senior Analyst, Franchise Services

Overview:
The GBSC (Global Business Solutions Center) is the shared services organization for Mastercard that provides services to all regions and all business units spanning 50 countries. Consistent with the One LFI model, GBSC is partnering with the Law and Franchise Integrity team to provide Franchise shared services function.
GBSC (Franchise Management) is responsible to provide Inquiry Management, Onboarding Services, Outreach program and Compliance services to internal and external customers.
This position in the On-boarding services team is responsible for services that are offered to Customers including but not limited to customer license requests, card design review, variance requests and responding to ad-hoc customer requests.
Are you comfortable with a changing and fast paced environment?
Do you have experience in B2B customer on-boarding?
Are you committed to customer service and ready to offer world class Customer service?
Do you agile, love challenges and consider business first?

Role
• Perform activities related to on-boarding customers, registration, card design, variance requests and responding to ad-hoc customer requests.
• Ensure customer experience and data quality requirements in accordance to customer governance requirements and Mastercard policies.
• Develops a working understanding of current and emerging services and programs within the Franchise on-boarding process.
• May assist in customer training and education initiatives by preparing communications and materials, etc.
• Partner with customers, both internal and external, regarding rules, procedures and processes to ensure compliance and maintain customer satisfaction.
• Ensure that GBSC meets the needs of business units, Franchises Management and other stakeholders.
• Provides superior customer service according to the GBSC standards in terms of quality, response time, resolution time and adhering to SLAs.
• Have technical ability to think on Robotics Process Automation and should be able to carry our Root Cause Analysis for incidences.
All about you
Strong problem solving and troubleshooting skills
High level of accuracy and attention to details
Work effectively in dynamic, time-sensitive, high volume environment
Results-oriented, strong follow-through skills
Excellent interpersonal communication skills, both written and verbal with ability to explain processes and policies effectively.
Has a business transformation and process improvement/ innovation mind-set
Exposure to working in customer service, preferably in a B2B environment
Flexible for shift job on need basis.

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.