Manager, Product Operations, Send

Our Purpose

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.

Title and Summary

Manager, Product Operations, SendMastercard is a global technology company in the payments industry, committed to connecting and powering an inclusive digital economy that benefits everyone—everywhere—by making transactions safe, simple, smart, and accessible. With operations in over 210 countries and territories, Mastercard partners with financial institutions, governments, merchants, and consumers to drive innovation and deliver trusted solutions that advance commerce and financial inclusion.

Mastercard SEND is a technology product and platform that provides Mastercard Customers with the ability to enable their business partners and/or consumers to send and receive funds quickly and securely across the globe. Designed to support a wide range of use cases—from gig economy payouts and insurance disbursements to peer-to-peer transfers and merchant settlements—Send helps streamline money movement with speed, transparency, and reliability.

In this Customer-facing role, you will be working with the SEND product operations team to process enrollment requests (globally) for the entities (ie. Acquirers, merchants) wishing to participate in SEND activity. You will be responsible for conducting due diligence to ensure each enrollment request aligns with Mastercard Rules and SEND program standards – using multiple internal and external applications, reports and guides as reference points. This role requires a high attention to detail and organizational skills to manage multiple enrollments requests simultaneously and keep accurate logs regarding status, correspondence and dependencies on other teams involved in the review process.

Role

• Support customers in multiple Regions with registering Acquirers and Merchants (Originating Institutions and Transaction Initiators / Senders) for the Send Program, in support of growing the Send business and diversifying our revenues, customer base and use cases

• Carefully follow documented processes for reviewing and decisioning Send customer registration forms

• Perform analysis on registrations referencing documented program standards and related publications to ensure registrations align with requirements detailed within product documentation.

• Demonstrate excellent organizational skills required to track the status and progress of multiple enrollments simultaneously and manage two mailboxes where enrollments and correspondence are received.

• Provide approval or decline language in written format to our customers and update tracking document with status of registration and related correspondence.

• Liaise closely with Global & Regional Product, Compliance and Legal teams to decision more complex applications

• Proactively identify customer needs/pain points and opportunities for optimizing and enhancing our registration procedures and practices, and help define/develop new procedures accordingly

• Help identify and manage risks based on review of customer applications / customer discussions

• Support Global & Regional Product Managers in defining / updating our procedures for new use cases and services

• Provide regular reporting to Global & Regional Product on # of applications processed / decisioned

• Role reports to Vice President, Product Management (in NY)

All About You - Experience/Education requirements

• College degree or higher

• 3+ years experience

• Highly diligent and demonstrated track record of high attention to detail

• Experience and interest in defining and improving processes

• Ability to work with PPT, Excel and Qualtrics

• Excellent people and communication skills (both written and speaking), as this role is highly customer-facing

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, and

• Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

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