Jobs / India / Mastercard International Incorporated
Director, Sales Operations & Business Transformation
Mastercard International Incorporated · 🌍 Gurgaon, India
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About the role
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 Director, Sales Operations & Business Transformation Overview of Services Services is Mastercard's professional services arm, focused on driving value beyond payment transactions. We harness the power of our transaction data, deep payments expertise and vast network of merchant and FI partners to offer holistic solutions to our customers. Our solutions comprise consulting; data insights; marketing services; loyalty and analytics platforms; and more. Discover more at www.mastercardservices.com/en. Insights and Enablement team strives to drives smarter decisions and operational excellence for Services, by leveraging data and technology. About the Role We are seeking a highly strategic and execution-oriented Director to lead the Customer Onboarding transformation agenda across Mastercard Services. This role will be responsible for driving onboarding excellence, operational scalability, platform adoption, automation, process re-engineering, and business intelligence capabilities across the customer onboarding lifecycle. The Director will partner closely with Sales, Compliance, Product, Technology, and Operations teams to simplify complex business processes, accelerate customer onboarding timelines, enhance data quality, strengthen governance, and deliver an industry-leading onboarding experience to Mastercard’s customers. Key Responsibilities Strategic Leadership & Transformation • Develop and execute the strategic roadmap for Customer Onboarding transformation across Services. • Identify opportunities to simplify, standardize, automate, and optimize onboarding processes across multiple products and business units. • Lead digital transformation initiatives, including workflow modernization, CRM enhancements, onboarding platforms, AI solutions, and automation capabilities. • Partner with senior leadership to align onboarding capabilities with broader business growth objectives. Operations Excellence • Lead the end-to-end customer onboarding operating model, ensuring efficient, compliant, and scalable execution. • Drive continuous improvement initiatives that reduce onboarding cycle time, improve customer experience, and enhance operational productivity. • Establish governance frameworks, operating metrics, and performance management processes for onboarding operations. • Drive adoption and optimization of onboarding platforms and supporting technologies. Cross-functional Leadership • Build strong partnerships across Sales, Compliance, Product, Finance, Technology, Risk, and other Operations teams. • Lead cross-functional programs involving multiple workstreams, teams, and geographies. Team Leadership • Build, lead, coach, and develop a high-performing team of operations, analytics, and transformation professionals. • Foster a culture of continuous improvement, innovation, accountability, and customer-centricity. ________________________________________ All About You Experience • 10-15 years of experience leading business transformation, operations, consulting, customer onboarding, revenue operations, sales operations, or related functions. • Demonstrated success leading complex cross-functional transformation initiatives in B2B, technology, financial services, SaaS or consulting environments. • Experience wo