Description
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
Senior Vice President, Operational Excellence, Global Customer Care Mastercard is a global technology company in the payments industry. We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships, and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.Overview:
The Senior Vice President, Head of Operational Excellence leads GCD&C global strategy and execution for capacity planning, resource optimization, and future contact centre operating models. This role is responsible for the deployment and evolution of the Genesys contact centre platform, ensuring seamless integration with customer care operations and delivering transformative improvements in efficiency, scalability, and customer experience. As a key member of the Global Customer Delivery & Care leadership team, this role drives operational innovation and excellence across all servicing channels.
The Role:
• Lead the global strategy for capacity and resource planning, ensuring alignment with business growth, seasonal demand, and customer expectations.
• Design and implement future-ready contact centre operating models, leveraging automation, AI, and digital servicing capabilities.
• Oversee the deployment and optimization of the Genesys contact centre platform, ensuring robust performance, scalability, and integration with enterprise systems.
• Partner with technology and business stakeholders to define and deliver operational transformation initiatives that enhance service delivery and reduce cost-to-serve.
• Build and lead a high-performing team focused on data-driven decision-making, continuous improvement, and operational agility.
• Establish governance frameworks and performance metrics to monitor and improve global service delivery.
• Foster a culture of innovation, collaboration, and accountability across global teams and vendor partners.
All About You – What You Need to Bring:
• Proven experience in global capacity and resource planning, preferably in large-scale customer care or contact centre environments.
• Deep understanding of contact centre technologies, especially Genesys, and their role in driving operational efficiency and customer satisfaction.
• Demonstrated success in deploying the Genesys platform within contact Centre environments without disrupting existing operations, while effectively leveraging its advanced capabilities to enhance operational efficiency.
• Demonstrated success in designing and implementing future operating models, including automation, AI, and digital servicing.
• Strong leadership and stakeholder management skills, with the ability to influence across functions and geographies.
• Experience in operational transformation, including process reengineering, performance management, and change leadership.
• Excellent analytical, communication, and problem-solving skills.
• Ability to build and lead cross-functional teams, including vendor management and global delivery partners.
• Passion for continuous improvement and delivering best-in-class customer experiences.
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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