Manager - Franchise Customer Onboarding & Partnerships NAM

Manager - Franchise Customer Onboarding & Partnerships NAM

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.

Franchise is core to all Mastercard business. Franchise enables business growth and value, fostering interactions with customers which provides ongoing trust and confidence in the evolving payments and data driven ecosystem. The North America (NAM) Franchise Customer Onboarding & Partnership team is seeking an experienced professional for the Manager, Franchise Customer Onboarding & Partnerships role. This individual will be a key contact for customers and internal stakeholders, supporting Specialty Merchant and Service Provider lifecycle management, Network Enablement Partner program onboarding and expansion, and Service Provider training.

The Manager will also identify process improvements, enhance the customer experience, and support regional growth while ensuring consistent application of Mastercard standards across high-risk acquirer and specialty merchant activities.

• Manage and oversee Specialty Merchant and Service Provider lifecycle activities including registration, program participation, etc.
• Manage and oversee Network Enablement Partner "NEP" Program including the onboarding and expansion of the program.
• Act as a primary point of contact for everything related to Service Providers, NEPs, Specialty Merchants.
• Deliver comprehensive training sessions for internal and external stakeholders on Specialty Merchants and Payment Facilitator requirements to ensure compliance and operational excellence.
• Monitor ongoing compliance with Mastercard Standards.
• Engage directly with customers to address performance issues, stemming from onboarding requirements.
• Identify opportunities to improve processes, enhance the overall customer experience, and support regional growth objectives.
• Work with internal stakeholders to optimize specialty merchant program (expanding categories, identifying missing registrations, maintaining standards.).

• Strong understanding of payment scheme rules
• Experience in Compliance or Fraud Management.
• Familiarity with regulatory requirements and best practices in the North American market for high-risk merchants.
• Knowledge of acquirer onboarding processes, customer due diligence practices, and controls related to high-risk merchant activity.
• Demonstrated ability to partner with internal teams and external customers to resolve onboarding, compliance, and performance-related issues.
• Experience developing or delivering training materials for internal stakeholders, customers, or partners on payment network standards, program requirements, or operational processes.
• Ability to analyze transaction, registration, and program data to identify compliance gaps, process improvements, and opportunities to improve the customer experience.

• Ability to travel (15%+) within the NAM region as needed for customer engagement, training, and industry events.
• Required to be in the office 3x per week.

• Bachelor's degree
• Prior experience in risk management and/or fraud functions
• Communication:
  Strong verbal and written communication skills, including delivering presentations at both business and technical levels. Ability to sell ideas and solutions effectively.
• Collaboration:
  
  Takes ownership proactively and works collaboratively with team members to achieve common goals.
• Execution:
  Demonstrates efficient follow-up of action items, effective time management, contingency planning, and commitment to deliverables.
• Performance:
  Results-driven, able to identify and capitalize on opportunities for selling Franchise Solutions and other Mastercard services.
• Flexibility:
  Maintains focus and commitment during unanticipated changes, resolving conflicts efficiently to accomplish goals.
• Problem Solving:
  Utilizes data analysis to identify root causes, thinks creatively to develop actionable solutions, and builds new reports to support decision-making.

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 and identify the type of accommodation or assistance you are requesting.

Do not include any medical or health information in this…