Our Purpose

　　We work 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. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.

　　Title and Summary

　　Vice President, Enterprise Desktop Support

　　Overview

　　The Vice President of Enterprise Operations and Service is responsible for overseeing MasterCard's Global Internal Support Desk & IT systems and processes to optimize the Mastercard employee experience.

　　Role

　　• Oversees Mastercard's Global Support & system and platform technologies and environments to ensure optimal performances that fulfill internal and external customer requirements.

　　• Performance Monitoring: Monitor and analyze operational and customer experience metrics to identify trends, issues, and opportunities for improvement. Guides software and hardware solutions to address technical issues; seeks opportunities for improvements and efficiencies.

　　• Strategic Planning Develop and implement strategies to improve operational efficiency and enhance the overall internal stakeholder experience.

　　• Operational Management: Oversee day to day operations, ensuring that processes are streamlined, resources are allocated effectively, and Key performance indicators are met.

　　• Leads platform lifecycle management to ensure internal and external customer needs are met and products are maximized within budgetary constraints.

　　• Leads complex system and platform problem resolution efforts to prevent issues from recurring to optimize the experience of our internal employees.

　　• Performs financial planning, forecasting, and budget tracking to reduce total cost of ownership and allocate resources efficiently. Optimize vendor relationship and drive innovation.

　　• Build/maintain effective relationships with subject matter experts in Platform Programs, Security, HR, finance, sales, sourcing, Network, and other stakeholders to promote cross-functional collaboration and partnership and ensure alignment and coordination of efforts to deliver a seamless experience across Mastercard.

　　• Performs financial planning, forecasting, and budget tracking/adherence to reduce cost

　　• Process Improvement: Identify areas for process improvement and implement changes to increase efficiency, reduce costs, and enhance the customer experience.

　　• Oversees implementation of new or improved operational processes and procedures to instill consistent practices globally across regional teams. Provides strategic guidance and advice in situations with no precedent and drives service enhancement efforts with vendors and suppliers.

　　• Customer Experience Management: Develop and implement strategies to improve internal customer satisfaction including the design and implementation of customer feedback mechanisms.

　　• Oversees Mastercard's Global Support & system and platform technologies and environments to ensure optimal performances that fulfill internal and external customer requirements.

　　All About You

　　• Successful track record leading global teams across technology domains, and setting global standards for performance, security and service

　　• Successfully led global and complex cross-functional technology initiatives, while demonstrating a strong grasp of its technological impact on Mastercard's business priorities

　　• Extensive experience large scale process improvement initiatives for automation optimization, cloud delivery, and delivering a reduction in cost and time to deployment.

　　• Extensive experience setting and managing against KPIs for global teams in order to achieve goals aligned to organizational objectives.

　　• Successful track record improving on financial and profitability goals, while delivering on long term business priorities; including optimizing budgetary processes, and making judgement calls on critical OpEx and CapEx expenses.

　　• Successful track record building strategic, collaborative, and inter-dependent working relationships with global stakeholders, that result in long-term benefits and win-win outcomes for all parties.

　　• Extensive experience leading and developing a global workforce that spans across all time zones and geographies, including vendor support resources.

　　• Extensive experience engaging with senior stakeholders to discuss issues of strategic importance, communicate difficult issues, and get consensus and buy-in on major business decisions.

　　• Proven ability to coach and develop organizational leadership talent through career milestones and progression, planning for succession and talent pipeline within own business/function, and selecting and onboarding talent

　　In the US, Mastercard is an inclusive Equal Employment 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. If you require accommodations or assistance to complete the online application process, please contact [email protected] 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, andComplete all periodic mandatory security trainings in accordance with Mastercard's guidelines.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 based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. 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 new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 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, gender-inclusive benefits and many more.