Director, Digital Onboarding

Mastercard; Toronto; On-site; CAD 120,000 - 150,000; Full time

Job summary

A leading financial services company is seeking a Director of Digital Onboarding in Toronto, Ontario. This role involves designing customer onboarding processes, focusing on digital participation models, and leading initiatives to optimize user experience. Candidates should have strong leadership in onboarding and a customer-centric mindset, with proven skills in strategic and operational initiatives. Join a team dedicated to enhancing digital payment experiences in a global environment.

Qualifications

• Demonstrated success in customer onboarding, product management, or operational excellence.
• Ability to design and implement customer onboarding journeys, workflows, and governance structures.
• Experience working within a franchise or network is highly desirable.

Responsibilities

• Design and operationalize digital participation models for onboarding.
• Build scalable onboarding workflows optimizing user experience.
• Act as global SME for digital onboarding.

Skills

Leadership in Onboarding

Strategic and Operational Expertise

Customer-Centric Mindset

Global Collaboration

Analytical and Data-Driven

Job 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

Director, Digital Onboarding

Director, Digital Onboarding - Franchise Growth & Enablement

Overview

The Franchise model is the cornerstone of Mastercard's success, fostering trust and confidence in our brand for nearly 60 years. It's the driving force behind our competitive edge, enabling global operations at scale and driving innovation in traditional carded payments as well as new payment flows. Through this powerful business model, we ensure that everyday hundreds of millions of consumers, merchants, and banks make, accept, and approve payments with complete peace of mind. The Franchise team shapes the payments ecosystem by establishing principles and foundational standards, onboarding new participants, enabling disputes processes, and ensuring the safety and integrity of our network….all while driving Innovative concepts. Franchise is committed to ensuring the continued growth of Mastercard and the long-term health of the payments ecosystem.

Role

Franchise Growth & Enablement is seeking a Director, Digital Onboarding to build and execute customer onboarding function for Digital participation. The responsibilities of this role will predominantly be:

• Design and Operationalize Digital Participation Models

  Develop fit-for-purpose frameworks for digital participation, including agentic commerce applications, ensuring alignment with Mastercard’s Franchise principles and digital strategy

• Build Scalable Onboarding Workflows

  Architect seamless, automated onboarding journeys tailored to various participation types, optimizing for efficiency, scalability, and user experience

• Balance Risk, Speed, and Operational Excellence

  Integrate risk management protocols with speed-to-market and operational success metrics to deliver best-in-class onboarding outcomes.

• Serve as Global Subject Matter Expert

  Act as the global SME for digital onboarding, providing thought leadership, guidance, and support across regions and functions.

• Execute digital onboardings globally

  As an agent of the regional Franchise teams, execute short and long-term onboarding processes to effect onboarding of digital participants

• Champion Customer-Centric Design

  Define, measure, and continuously improve customer satisfaction across onboarding design and execution, leveraging data and feedback to inform enhancements.

All About You

The ideal candidate for this position has the following qualities:

• Proven leadership in Onboarding

  Demonstrated success in a customer onboarding, product management, or operational excellence. Digital payment experience preferred

• Strategic and Operational Expertise

  Demonstrated ability to design and implement customer onboarding journeys, workflows, and governance structures

• Franchise or Network Experience Preferred

  Experience working within a franchise, network, or multi-stakeholder ecosystem is highly desirable, with a strong understanding of participation models and compliance frameworks

• Customer-Centric Mindset

  Track record of designing onboarding journeys that prioritize customer experience, satisfaction, and measurable outcomes.

• Global Collaboration and Influence

  Ability to lead cross-functional and cross-regional initiatives, acting as a trusted advisor and SME across diverse stakeholder groups.

• Analytical and Data-Driven

  Skilled in using data and insights to inform onboarding design, measure performance, and drive continuous improvement.

Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact [e-mail] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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.