Mastercard
SeniorAnalystPerformanceManagement,ProductDelivery
“Senior Analyst - Performance Management, Product Delivery at Mastercard. Skills: Performance Management, Data Analysis, Process Improvement. Establish and maintain compliance tracking mechanisms. Ensure data accuracy, timeliness, and reliability”
What You'll Achieve.
Strengthen LAC Customer Delivery and Care operating model; Drive efficiencies; Reduce time-to-market; Enhance overall performance visibility; Ensure continuous improvement; Improve customer experience; Enhance efficiency; Enhance quality; Enhance customer satisfaction
Industry & Context.
Problem-solving; Root cause analysis; Data-driven decision making
What They're Looking For.
Must Have
Advanced technical and analytical skills, Proficiency in data tools and programming languages, Advanced use of MS Office, Ability to analyze complex datasets, Critical thinking and problem-solving capabilities, Structured and solution-oriented approach, Ability to think strategically, Ability to design, implement, and track process improvement initiatives, Process-oriented mindset, Excellent verbal and written communication skills, Ability to coordinate effectively across multiple stakeholders, Attention to detail, High sense of ownership, urgency, and accountability, Ability to manage multiple priorities, Ability to deliver results under tight timelines, Interpersonal and organizational skills, Ability to collaborate effectively, Resourceful mindset, Ability to work independently, Ability to navigate ambiguity, High level of integrity, High level of confidentiality, Sound business judgment, Professional proficiency in English, Professional proficiency in Spanish
Nice to Have
Portuguese is a plus
What You'll Do.
Establish and maintain compliance tracking mechanisms
Liaise with Global Delivery & Care on customer
Provide input on survey enhancements
Analyze feedback to propose action plans
Conduct monthly performance calls with divisions
Define corrective actions
Monitor and report progress against objectives
Support the definition of annual objectives
Consolidate inputs from stakeholders
Create and maintain dashboards and reporting tools
Produce Executive Dashboards
Produce Monthly Performance Reports
Produce ad-hoc analyses
Produce and maintain reporting outputs
Produce monthly revenue reports
Produce operational files
Maintain and update departmental scorecards
Maintain performance tracking tools
Liaise with Global Customer Delivery & Care Performance
Represent regional needs regarding enhancements
Represent regional needs regarding requirements
Represent regional needs regarding optimization
Support internal communication and engagement initiatives
Develop LAC CD&C newsletter
Coordinate stakeholder content
Standardize templates
Manage and support digital tools and platforms
Create and maintain LAC Tech Council registration website
Ensure smooth operations
Support Academy MIS functions
Produce Essentials reporting
Produce recurring reports
Produce ad-hoc reports
Produce Academy Loyalty reports
Assess quarterly customer recognition outcomes
Provide technical support to Mastercard Academy program
Provide operational support to Mastercard Academy program
Implement website enhancements
Provide general administrative support
Provide backup support for Academy programs
Host Essentials Live events
How You'll Work.
Team & Collaboration
Cross-functional collaboration; Partner with regional teams; Partner with Global Customer Delivery & Care; Partner with Academy stakeholders; Coordinate across multiple stakeholders
Communication Scope
Verbal communication; Written communication; Executive Dashboards; Monthly Performance Reports; QBRs
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