Manager, Customer Performance, Brand
Core
Manage global investigations, risk, compliance, and brand protection processes to ensure ecosystem health and profitability for Mastercard's payment network.
Role type
Manager, Customer Performance, Brand (Investigations & Risk)
Builds
Defensible outcomes for high-impact investigations, repeat-offender matters, and brand-damaging activities within the BRAM program.
Domain
Financial services / Payments / Risk Management / Compliance
Deliverable
client delivery
Required skills
Investigations management, Risk management, Compliance, Audit, Merchant monitoring, Brand protection, Stakeholder management, Program execution, Case direction, Team coaching, Critical thinking, Data interpretation
Preferred skills
Case management tools, Reporting analytics, Vendor management, Microsoft Office
Technologies
Case management systems, Analytics tools, Monitoring tools
Responsibilities
Ensure investigations align with Mastercard Standards and audit expectations; Provide management support for sensitive or high-impact investigations; Review referrals and determine BRAM scope; Drive consistent application of investigative best practices; Partner with Legal, Regulatory, and regional teams; Manage BRAM investigative case work including intake, strategy, and closure; Oversee end-to-end case execution and referral partner engagement; Manage team inbox triage, workload balancing, and investigation metrics; Identify trends and emerging risks to inform program oversight.
Seniority
Manager, hands-on leadership