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About the Role
The GCD&C Operational Excellence team is seeking a Vice President, Operational Excellence to ensure Customer Care operations possess the necessary capacity, capabilities, governance, and disciplines for high-performing services. This role links strategic demand with operational execution and continuous improvement, aligning customer demand, workforce capacity, skills, processes, governance, technology, and performance to achieve business objectives and exceptional customer outcomes.
Responsibilities
- Partner with global and regional executives to define and execute operational excellence strategy aligned to business priorities.
- Build robust capacity planning & demand management models and frameworks to maintain and inform operational expense control.
- Lead scenario modelling, impact assessments and investment planning to support strategic decision-making.
- Leverage data and insights to identify trends, risks, and opportunities, enabling informed executive decision-making.
- Drive adoption of enterprise OpEx frameworks, including capacity planning, resource optimization, performance management, quality assurance, and governance.
- Ensure strong change governance and readiness, when driving adoption of new processes, tools, and operating models.
- Foster a culture grounded in accountability, innovation, and operational excellence.
Requirements
- Extensive experience in Operational Excellence, transformation, or operational strategy leadership roles.
- Proven ability to influence senior executives and lead in global, matrixed environments.
- Demonstrated success delivering large-scale transformation and measurable business outcomes.
- Deep expertise in capacity planning, strategic workforce optimisation, data-driven decision-making and performance management.
- Strong knowledge of continuous improvement methodologies (e.g., Lean, Six Sigma).
- Exceptional communication skills with strong executive presence.
- Experience in leading large-scale strategic capacity planning function in financial services contact centers or shared services.
- Strong numeracy and analytical skills, with the ability to interpret complex data, identify trends, and translate insights into strategic actions.
- Background within centralized OpEx, transformation, or enterprise change functions.
- 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.
- Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
Skills
- Operational Excellence
- Transformation
- Operational Strategy
- Capacity Planning
- Demand Management
- Scenario Modelling
- Impact Assessment
- Investment Planning
- Data-driven Decision-making
- Performance Management
- Continuous Improvement Methodologies
- Lean
- Six Sigma
- Change Governance
- Resource Optimization
- Quality Assurance
- Governance
- Strategic Workforce Optimisation
- Numeracy
- Analytical Skills
- Enterprise Change Management
Experience Level
- Vice President
Education Level
- Lean, Six Sigma, or Operational Excellence certifications
About the Company
- Mastercard powers economies and empowers people in 200+ countries and territories worldwide.
- We are 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.
- 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.