Mastercard
SeniorAnalyst,EntityOutsourcingOperations
“Senior Analyst, Entity Outsourcing Operations at Mastercard. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement. Serve as the primary EISG point of contact for the assigned entity. Act as trusted advisor on ICA lifecycle, outsourcing governance, and service monitoring requirements”
What You'll Achieve.
support regulated entities in meeting their regulatory obligations related to outsourcing, operational resilience, and third-party risk management; ensure regulatory readiness; demonstrate compliance with applicable outsourcing and third-party risk management requirements; ensure those requirements are operationalized effectively within the assigned entity; Monitor SLA performance and KPI reporting through centralized dashboards; Monitor entity-level performance metrics and ensure timely reporting; Maintain documentation supporting audit readiness and regulatory defensibility; Help ensure entity outsourcing registers are complete and aligned with enterprise standards; Ensure accurate maintenance of ICA and service data within the Global Service Registry and related systems; Contribute to centralized dashboards providing transparency into service performance and governance compliance; Partner with enterprise teams to improve automation and reporting capabilities
Industry & Context.
structured problem-solving approach; drive issues to resolution; Act as escalation point for repeated SLA breaches or service impact events; Support dispute resolution between service providers and recipients where required
What They're Looking For.
Must Have
Proven experience in outsourcing governance, risk management, operational resilience, compliance, or enterprise operations, Experience supporting regulated entities or audit/exam preparation, Ability to manage cross-functional coordination and drive issues to resolution, documentation discipline and structured problem-solving approach, Comfortable serving as relationship lead for senior stakeholders, Structured and detail-oriented, Comfortable navigating regulatory environments, Confident managing stakeholder relationships, Proactive in identifying risk and escalation triggers
What You'll Do.
Serve as the primary EISG point of contact for the assigned entity
Act as trusted advisor on ICA lifecycle
outsourcing governance
and service monitoring requirements
Coordinate enterprise service reviews and ensure entity participation
Support board or regulatory-related inquiries in partnership with central teams
Escalate SLA breaches
or recurring control concerns through established governance channels
Commence and manage ICA reviews through to conclusion (new ICAs and amendments)
Coordinate drafting support and required stakeholder reviews (Legal
and renewal timelines
Ensure governance checkpoints are embedded throughout the lifecycle
Maintain traceability between ICAs
and associated documentation
Support outsourcing classification and risk assessment activities in alignment with enterprise standards
Consult with central EISG teams when services are designated as key or critical
Monitor SLA performance and KPI reporting through centralized dashboards
Act as escalation point for repeated SLA breaches or service impact events
Support dispute resolution between service providers and recipients where required
Monitor entity-level performance metrics and ensure timely reporting
Participate in enterprise post-incident reviews where multiple entities are impacted
Support local incident awareness through SLA reporting and metrics analysis
Perform TPRM assurance reviews on group service provider entities
Maintain documentation supporting audit readiness and regulatory defensibility
Support regulatory examinations and audits
providing documentation and coordination as required
Assist with regulatory information requests related to outsourcing or ICA governance
Help ensure entity outsourcing registers are complete and aligned with enterprise standards
Support entity board reporting requests as needed
Ensure accurate maintenance of ICA and service data within the Global Service Registry and related systems
Support SLA metric validation and periodic QA of data gathering processes
Contribute to centralized dashboards providing transparency into service performance and governance compliance
Partner with enterprise teams to improve automation and reporting capabilities
How You'll Work.
Team & Collaboration
Coordinate drafting support and required stakeholder reviews (Legal, Tax, Finance, Risk); Consult with central EISG teams when services are designated as key or critical; Support dispute resolution between service providers and recipients where required; Participate in enterprise post-incident reviews where multiple entities are impacted; Partner with enterprise teams to improve automation and reporting capabilities
Communication Scope
Serve as the primary EISG point of contact for the assigned entity; Act as trusted advisor on ICA lifecycle, outsourcing governance, and service monitoring requirements; Support board or regulatory-related inquiries in partnership with central teams; Escalate SLA breaches, service disputes, or recurring control concerns through established governance channels; Coordinate drafting support and required stakeholder reviews (Legal, Tax, Finance, Risk); Act as escalation point for repeated SLA breaches or service impact events; Support dispute resolution between service providers and recipients where required; Support regulatory examinations and audits, providing documentation and coordination as required; Assist with regulatory information requests related to outsourcing or ICA governance; Support entity board reporting requests as needed
Process & Methodology
ICA Lifecycle Coordination
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