Director, GBSC Operations Excellence and Value Delivery

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, GBSC Operations Excellence and Value Delivery Overview Mastercard’s Global Business Solutions Center (GBSC) is a strategic enterprise partner delivering transformation, business outcomes, and value across Mastercard. With more than 1,300 colleagues worldwide, GBSC provides 200+ services across 90 countries and all business units. Through operational, automation, analytics, and systems expertise, the team helps stakeholders optimize performance and create value. We are seeking a Director, GBSC Operations Excellence and Value Delivery for the Sales, Marketing and Product (SMP) team under GBSC to lead operational performance, governance, transformation, continuous improvement, and strategic delivery. The role oversees governance, performance, risk and controls, operational excellence, and execution of the SMP transformation roadmap. This individual will drive efficiency and innovation through technology, automation, and AI while partnering across GBSC, functional teams, technology, and external partners to deliver measurable outcomes. Role • Translate the SMP multi-year transformation strategy into actionable roadmaps, milestones, and outcomes. • Oversee initiatives that optimize processes, expand services, improve productivity, and enable scale. • Partner with technology teams on digital, automation, analytics, and AI solutions that improve efficiency, scale, and quality. • Coordinate cross-functional service integrations, operating model changes, and growth initiatives. • Lead continuous improvement and foster innovation, accountability, and operational excellence. • Own SMP intake management and governance across projects, processes, inquiries, compliance, and performance. • Establish governance for effective prioritization, decisions, and execution across the vertical. • Standardize processes, documentation, ownership, and change management to strengthen consistency and discipline. • Define service standards and governance routines that ensure quality and stakeholder satisfaction. • Partner across GBSC to set global standards, monitor adoption, and improve continuously. • Own SMP performance management, including KPIs, scorecards, reporting, and reviews. • Establish data governance and insights that provide reliable operational performance information. • Provide insights and recommendations for prioritization, resource allocation, and decisions. • Maintain executive reporting on service performance, operational health, transformation, and value realization. • Monitor dashboard health, refresh performance, and pipeline reliability. • Resolve data and reporting issues before they affect users. • Enforce data governance standards for documentation, naming, and certification. All About You The ideal candidate for this position should have: • 10+ years of leadership experience in operations, transformation, consulting, business management, shared services, or related fields. • Proven ability to translate strategy into execution and deliver measurable business outcomes. • Strong operational and analytical acumen with experience translating performance, capacity, and service delivery insights into business outcomes. • Experience in performance management frameworks, KPI development, scorecards, and o