Manager, Global Rules and Investigation

Full job description
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

Manager, Global Rules and Investigation
Overview:

The Franchise Brand Performance (FBP) team is a group within Mastercard Franchise that engages customers to optimize performance and enhance the strength of our brand and acceptance on the network. FBP is actively engaged in efforts to strengthen the safety of the network by deploying global compliance initiatives to support these objectives. Our team preserves the integrity of the Mastercard brand by ensuring customer adherence with Mastercard Rules and Standards. The FBP team is looking for a Manager for our GRIP performance program to drive operational excellence with our investigations and review processes. The ideal candidate is driven, self-motivated, detail oriented, and has a proven track record of success to fit in on this high performing team.

Role:

Manage operations of an established global performance program - Global Rules Investigation Program (GRIP)
Investigate and resolve inquiries from across the business and external customers to determine if Mastercard Rule violations exist and a new GRIP case is warranted
Responsible for managing the team email box to triage and investigate incoming referrals
Ability to review urgent cases and handle internal/customer escalations as necessary
Ensure team members follow established processes to adhere to audit guidelines
Help manage team members on case reviews and to provide guidance on case direction
Assist with training and support for new team members, and issuing and acquiring customers to increase awareness of Mastercard Standards and correct identified deficiencies
Comfortable pulling large data sets and conducting the analysis to determine Rule violations
Update current management reports and create new reports as needed
Manage the billing process to ensure assessments are processed correctly and in a timely manner

All About You:

Experienced in risk management, payments, compliance or audit disciplines
Demonstrated ability to work with a high level of tact and integrity due to the frequency of communicating with high-level internal and external contacts, as well as, regular exposure to confidential data
Superior written and verbal communication skills, highly organized with strong attention to detail
Able to work independently in developing and mapping out solutions
Advanced analytical, investigative and problem-solving skills
Must be able to work in a fast paced and dynamic environment, handle multiple tasks, consistently meet established deadlines, and deliver exceptional results
Excellent technical skills including Microsoft Office
Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.
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. Read more