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

Key Responsibilities

• 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.

Qualification & Requirements

• 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 consulting contact centers or helpdesk teams.
• Familiarity with AI-enabled tools, global ERP systems and enterprise service platforms.
• Ability to develop, track, course-correct and iterate a metrics-driven improvement roadmap
• Demonstrated ability to identify and frame opportunities/solutions in a structured, data-driven way to clearly communicate options, risks and trade-offs
• Ability to develop, engage and manage relationships with stakeholders at all levels
• Previous shared services and/or outsourcing experience a plus

Benefits

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance); flexible spending account and health savings account; paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave); 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire; 10 annual paid U.S. observed holidays; 401k with a best-in-class company match; deferred compensation for eligible roles; fitness reimbursement or on-site fitness facilities; eligibility for tuition reimbursement; and many more.