Senior Investigations & Brand Integrity Manager

Mastercard Inc.; Toronto; Sur place; CAD 109 000 - 158 000; Plein temps

Résumé du poste

Mastercard Canada is seeking a Manager, Customer Performance to lead complex investigations, risk management, and brand protection within the BRAM program. You will coordinate cross‑functional teams, ensure consistent procedures, and drive defensible outcomes while engaging regulators and partners.

This role demands strong judgment, stakeholder management, and global coordination. The role reports to Corporate Security and focuses on maintaining Mastercard Standards, data integrity, and timely

Qualifications

• Strong experience in investigations, risk management, compliance, payments, audit, merchant monitoring, brand protection, or related disciplines.
• 5–7 years’ experience conducting or managing investigative, compliance, risk, audit, merchant monitoring, or brand protection work.
• Proven ability to provide case direction, manage priorities, coach team members, and drive consistent execution in a global operating environment.
• Strong understanding of the card payment ecosystem, merchant onboarding, ongoing monitoring practices, acceptance models, transaction flows, and risk across network.

Responsabilités

• Ensure investigations are conducted consistently, objectively, and in alignment with Mastercard Standards, documented procedures, audit expectations, and confidentiality requirements.
• Provide management support for sensitive or high‑impact investigations, repeat‑offender matters, customer escalations, emerging risk typologies, and cases requiring leadership review.
• Review referrals from external partners and internal stakeholders, determine BRAM scope, and ensure appropriate routing, follow‑up, and investigation initiation.
• Support vendor‑supported testing and investigative support, including referral quality, service delivery, testing priorities, and alignment with BRAM case needs.
• Drive consistent application of Mastercard Standards and investigative best practices, including documentation quality, evidence sufficiency, response review, and assessment rationale.
• Partner with Legal, Regulatory Affairs, Franchise, Customer Experience, regional teams, and other stakeholders to support defensible outcomes and effective BRAM‑related communications.
• Manage BRAM investigative case work under the BRAM program, including matters involving potential illegal activity, brand‑damaging activity, or violations of Mastercard Standards.
• Provide day‑to‑day guidance, prioritisation, and quality review for investigators handling referrals, evidence reviews, customer responses, assessment recommendations, and case closures.
• Oversee end‑to‑end case execution, including intake review, investigation strategy, testing coordination, documentation, response evaluation, final determination support, and closure practices.
• Manage referral partner engagement, including regulators, law enforcement, rights holders, industry groups, vendors, customers, and internal stakeholders, to support timely and credible investigations.
• Set case direction, escalation paths, and decision routines while partnering with Operations and Enablement on procedures, tools, analytics, quality assurance, and governance expectations.
• Collaborate with Operations and Enablement on case management enhancements, testing priorities, data integrity, reporting needs, and investigator adoption of tools and processes.
• Manage team inbox triage, referral management, workload balancing, and investigation metrics to support timely case progression and leadership visibility.
• Identify referral trends, case outcomes, timeliness issues, emerging risks, and partner effectiveness opportunities to inform program oversight and continuous improvement.
• Contribute investigative perspective to BRAM Announcements, guidance, standards evolution, and stakeholder education materials.
• Maintain clear accountability with Operations and Enablement so investigations, case direction, and referral partner engagement complement operational governance, tools, analytics, and program management.

Connaissances

Investigations leadership

Risk management

Compliance

Payments risk

Audit

Brand protection

Analytical thinking

Microsoft Office

Case management tools

Analytics tools

Outils

Microsoft Office

Case management systems

Analytics tools

Description du poste

Mastercard Canada is seeking a Manager, Customer Performance to lead complex investigations, risk management, and brand protection within the BRAM program. You will coordinate cross‑functional teams, ensure consistent procedures, and drive defensible outcomes while engaging regulators and partners.

This role demands strong judgment, stakeholder management, and global coordination. The role reports to Corporate Security and focuses on maintaining Mastercard Standards, data integrity, and timely