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

　　Manager, Franchise Dispute Resolution Management (Pay by Account)

　　Overview:

　　Who is Mastercard? 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.

　　As Mastercard executes on its multi-rail payment strategy to grow share beyond cards and capture account-to-account volumes, Account tokenization and A2A payments for P2M and Bill Payments represents Pay by Account (PbA) application that is truly rail-agnostic and seeks to deliver a smooth, intuitive consumer and customer experience in everyday habitual payments. Leveraging Mastercard's global payments network, PbA enables consumers to pay with their bank account in a convenient way, while extending Mastercard protections to ensure comfort and peace of mind to spend on that purchase right there and then.

　　This Manager will be tasked with providing thought leadership in extending Mastercard's Dispute Resolution Management (DRM) functions to PbA. This role is primarily accountable for arbitration of escalated disputes within the PbA environments, while also enabling new and existing PbA business at scale through further dispute standards development and exploring new ways to leverage technology to achieve consumer protection in this evolving space. While PbA is scaling, this Manager will also support non-PbA dispute initiatives in the A2A space and Mastercard card scheme (chargebacks, arbitration, and compliance functions).

　　Role:

　　• Responsible for reviewing and ruling on arbitration or similar type cases for Mastercard's PbA programs globally, with the UK being the initial focus market.

　　• Serves as a focal point for customer education and support related to PbA dispute resolution (excl. technical functionality of the dispute application itself).

　　• Supports the execution of policies, applications, and technical requirements of PbA dispute processing in partnership with the PbA product management team.

　　• Create a future roadmap to support PbA dispute resolution deliverables, identifying additional enhancements to existing products and services in this part of the business and identifying the optimal approach to bring them to market.

　　• Monitor and sometimes lead changes to applicable Mastercard dispute and consumer protection-related standards for PbA and ensure the product management team is aware and aligned, particularly where they have technology or business impact. This may also involve cross-functional partnership with other Franchise groups and across the business such as regulatory affairs and public policy.

　　• Partner with Franchise Customer Engagement and Performance to design dispute performance programs for the PbA space as it evolves.

　　• Support customer relationships, working towards increasing PbA sales and customer satisfaction while upholding Mastercard and Franchise values in all interactions.

　　• Interacts with corporate and business units (e.g., Legal, AML, Customer Risk, etc.) to effectively administer PbA dispute programs against corporate objectives like legal compliance and risk management.

　　• Identify and design reporting metrics measuring dispute resolution impact for each PbA program as deemed appropriate for management.

　　• Will be accountable for process efficiency metrics (e.g., response times, customer feedback, ruling timeframes, etc.).

　　• Will coach others while serving as a PbA dispute subject matter expert, often participating in cross-functional initiatives and sharing specialist knowledge on specific dispute areas, PbA services and/or markets.

　　• Will support non- PbA dispute initiatives as deemed appropriate by management, particularly for A2A initiatives and the Mastercard card scheme (chargebacks, arbitration, and compliance functions). This will require maintaining a particular level of knowledge of these adjacent spaces.

　　Requirements:

　　• Extensive knowledge of the payments business. Demonstrated interest and knowledge of dispute resolution (chargebacks) is an advantage.

　　• Strong understanding of customer requirements across card and/or account-to-account payments.

　　• Background in consumer protection, solutions development and/or customer engagement.

　　• Excellent communication and writing skills, including the ability to explain complex information simply and clearly.

　　• Strong interpersonal skills with demonstrated cross functional/cross regional collaboration and teamwork.

　　• Attention to detail, strong business acumen and solutions-orientation are critical, as is an ability to demonstrate thought leadership in new payment use cases using non-traditional payment methods.

　　• Strong analytical, problem solving, agility and creative thinking skills

　　• University degree, preferably at the Master's level.

　　• This position is open to all locations in Europe with a Mastercard office.

　　• Occasional travel (< 10%) may be 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, andComplete all periodic mandatory security trainings in accordance with Mastercard's guidelines.