Analyst, Business Process Improvement

Join the industry's most passionate, motivated & engaged global team - Our employees are encouraged to drive innovation every day in support of a more connected world - A World Beyond Cash.

• The Data & Services team is a key differentiator for Mastercard, providing the cutting-edge services that help our customers grow. Focused on thinking big and scaling fast around the globe, this agile team is responsible for end-to-end solutions for a diverse global customer base. Centered on data-driven technologies and innovation, these services include payments-focused consulting, loyalty and marketing programs, business Test & Learn experimentation, and data-driven information and risk management services.
• The D&S Business Operations team is a global team focused on ensuring that all of Data & Services can make data-driven decisions and operate effectively and efficiently. The team is charged with managing and adapting the policies, processes and platforms used across Data & Services.
• The Operations Platform Associate Analyst will support the operational systems used across Data & Services. Support to include the delivery of training, execution of adoption campaigns, implementation of data improvement efforts, reporting, and assisting with testing updates. These systems to include Order Management, Sales (saleforce.com), FinancialForce PSA, and other new platforms implemented related to operations globally

Role

• Provides first tier technical and process support directly for inquiries for Business Operation's platforms, to include support related to workflow, customer profiles, and record adjustments
• Leads onboarding and training to business users to help drive increased adoption of functionality and productivity tools
• Under general supervision, supports investigation and resolution of issues, concerns and requests
• Conducts periodic Quality Control checks and Data Audits
• Supports the Business Operations Solutions team in the daily management and maintenance of the operational systems used across Advisors
• Supports platform maintenance and enhancements as defined in the operations roadmap for integration and improvements

All About You

• BS/BA degree or combination of experience and formal education
• Experience contributing to the delivery of accurate and timely resolutions to inquires under direct guidance
• Demonstrates strong knowledge of customer service standards, processes and tools
• Demonstrates ability to contribute to support projects/inquiries
• Strong verbal and written communication skills
• Advanced software skills; proficient in Microsoft Word, Excel and PowerPoint. Access and Visio a plus
• Proven team player with excellent interpersonal skills
• Detailed driven and results oriented
• Ability to work independently and maintain confidentiality
• Keen analytical and proven problem solving skills

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.