Director, GBSC Operations Excellence and Value Delivery

Director, GBSC Operations Excellence and Value Delivery

Title and Summary Director, GBSC Operations Excellence and Value Delivery Overview Mastercard’s Global Business Solutions Center (GBSC) is a strategic enterprise partner delivering transformation, business outcomes, and value across Mastercard. With more than 1,300 colleagues worldwide, GBSC provides 200+ services across 90 countries and all business units. Through operational, automation, analytics, and systems expertise, the team helps stakeholders optimize performance and create value.

We are seeking a Director, GBSC Operations Excellence and Value Delivery for the Sales, Marketing and Product (SMP) team under GBSC to lead operational performance, governance, transformation, continuous improvement, and strategic delivery. The role oversees governance, performance, risk and controls, operational excellence, and execution of the SMP transformation roadmap. This individual will drive efficiency and innovation through technology, automation, and AI while partnering across GBSC, functional teams, technology, and external partners to deliver measurable outcomes.

• Translate the SMP multi-year transformation strategy into actionable roadmaps, milestones, and outcomes.
• Oversee initiatives that optimize processes, expand services, improve productivity, and enable scale.
• Partner with technology teams on digital, automation, analytics, and AI solutions that improve efficiency, scale, and quality.
• Coordinate cross-functional service integrations, operating model changes, and growth initiatives.
• Lead continuous improvement and foster innovation, accountability, and operational excellence.
• Own SMP intake management and governance across projects, processes, inquiries, compliance, and performance.
• Establish governance for effective prioritization, decisions, and execution across the vertical.
• Standardize processes, documentation, ownership, and change management to strengthen consistency and discipline.
• Define service standards and governance routines that ensure quality and stakeholder satisfaction.
• Partner across GBSC to set global standards, monitor adoption, and improve continuously.
• Own SMP performance management, including KPIs, scorecards, reporting, and reviews.
• Establish data governance and insights that provide reliable operational performance information.
• Provide insights and recommendations for prioritization, resource allocation, and decisions.
• Maintain executive reporting on service performance, operational health, transformation, and value realization.
• Monitor dashboard health, refresh performance, and pipeline reliability.
• Resolve data and reporting issues before they affect users.
• Enforce data governance standards for documentation, naming, and certification.

The ideal candidate for this position should have:

• 10+ years of leadership experience in operations, transformation, consulting, business management, shared services, or related fields.
• Proven ability to translate strategy into execution and deliver measurable business outcomes.
• Strong operational and analytical acumen with experience translating performance, capacity, and service delivery insights into business outcomes.
• Experience in performance management frameworks, KPI development, scorecards, and operational reporting.
• Experience leading large-scale transformation, process optimization, and organizational change initiatives.
• Deep understanding of governance, risk management, controls, and operational excellence practices.
• Ability to lead cross-functional programs involving technology, automation, digital transformation, analytics, and AI capabilities.
• Exceptional stakeholder management, communication, and executive presentation skills.
• Strong problem-solving and decision-making capabilities with a demonstrated ability to navigate ambiguity and competing priorities.
• Proven track record leading operational excellence, transformation delivery, performance management, governance, or business management functions at enterprise scale.
• Demonstrated success managing complex cross-functional programs and delivering measurable business value.
• Bachelor's degree required;
  Business, Operations, Engineering, or related field preferred. Advanced degree is a plus.

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