Director, Subject Matter Expert – Chargebacks

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, Subject Matter Expert – Chargebacks

DIRECTOR, SUBJECT MATTER EXPERT – CHARGEBACKS

ROLE 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.

Advisors & Consulting Services

Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value-added services and leverage expertise, data-driven insights, and execution. Our Advisors & Consulting Services team combines traditional management consulting with Mastercard’s rich data assets, proprietary platforms, and technologies to provide clients with powerful strategic insights and recommendations. Our teams work with a diverse global customer base across industries, from banking and payments to retail and restaurants.

The Advisors & Consulting Services group has five specializations: Strategy & Transformation, Performance Analytics, Business Experimentation, Marketing, and Program Management. Our Strategy & Transformation consultants lead clients through impactful decision-making as they tackle strategic, tactical, operational, and transformational business challenges. They apply a broad set of problem-solving techniques to improve the client’s overall strategy, performance, and operations.

Positions for different specializations and levels are available in separate job postings. Please review our consulting specializations to learn more about all opportunities and apply for the position that is best suited to your background and experience: https://careers.mastercard.com/us/en/consulting-specializations-at-mastercard

Title And Summary

Director, Subject Matter Expert – Chargebacks, Advisors & Consulting Services

As a Senior Managing Consultant and Chargebacks Subject Matter Expert, you will be a trusted client business advisor, and lead Chargebacks and Payment Operations optimization client engagements across a range of financial service institutions. You will lead engagement teams to best in class insights and project deliverables. Leading the work of the project Delivery team, you will provide Chargebacks and other Payment Operations subject matter or industry expertise, be a resource to others to identify creative and efficient solutions and guide the team to business-focused solutions and recommendations that drive client value. Responsibilities within project management will include owning mid- to senior-level client relationships and proactively engaging in the client agenda, internal culture, and relationship risks.

You will mentor and coach junior teammates inside and outside of direct engagement teams and engender effective contribution to Mastercard’s knowledge management and best practices within Chargebacks. At Mastercard, you are expected to not only have a tremendous impact in transforming our clients, but also have a leading role in shaping the organization’s future.

Roles and Responsibilities

Client Impact

Lead client engagements across a range of industries and problem statements, mainly by consulting on chargebacks and payment operations

Develop strategies and programs for large, regional, and global clients by leveraging data and technology solutions to unlock client value

Own key relationships with senior client stakeholders and independently assess client agenda, internal culture, and change readiness

Team Collaboration & Culture

Lead team to creative insights and sound business recommendations, and deliver impactful client presentations while growing team members’ roles and skills

Provide analytical and day-to-day project delivery team leadership, and create a collaborative and inclusive environment for all levels

Collaborate with internal Mastercard stakeholders including Product and Business Development to scope projects, create relevant solutions for clients, and build the firm's intellectual capital

Provide on-the-job training, coaching, and mentorship to junior consultants

Qualifications

Basic qualifications

Undergraduate degree with 15+ years of work experience

6+ years of specific experience working in a consulting organization as a consultant (preferred)

Seven or more years of direct industry experience; strong working knowledge of payments landscape

Strong knowledge of Chargebacks and other Payment Operations policies and governance, processes and procedures, and technology solutions

Experience in Chargebacks/Disputes, Customer Service management, Reconciliation and Settlement; interaction with fraud management and authorization strategies functions

Experience coaching and managing teams across multiple consulting engagements, that involve structured problem solving and stakeholder management

Experience managing key client relationships, including owning and developing mid and executive-level client contacts

Knowledge of business KPIs, financials, and organizational leadership

Ability to identify new business development opportunities, and experience drafting proposals and scoping new opportunities

Exceptional analytical and quantitative problem-solving skills and ability to structure analyses to form data-driven solutions to ambiguous client challenges

Ability to manage multiple tasks and clients in a fast-paced, deadline-driven environment

Advanced Word, Excel and PowerPoint skills required; data analytics expertise preferred

Ability to communicate complex ideas effectively – both verbally and in writing – in English

Eligibility to work in the country where you are applying, as well as apply for travel visas as required by travel needs

Ability to travel to client sites on a semi-regular basis

Preferred Qualifications

Experience generating new knowledge or creating innovative solutions for a firm

MBA or master’s degree with relevant specialization (not required)

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.