Director, Sales Operations & Business Transformation
Mastercard
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Job summary
Mastercard in India is seeking a Director to lead the Customer Onboarding transformation across Mastercard Services. This strategic role drives onboarding excellence, scalable operations, platform adoption, automation, and data governance across the lifecycle.
You will partner with Sales, Compliance, Product, Technology and Operations to simplify processes, accelerate onboarding timelines and deliver an industry-leading experience to Mastercard's customers.
Qualifications
- 10–15 years of experience leading transformation in B2B, tech, fintech, SaaS or consulting.
- Experience influencing senior executives and leading global programs.
- Strategic thinker with strong business acumen and problem-solving abilities.
- Exceptional stakeholder management and executive communication skills.
- Strong people leadership and talent development capabilities.
Responsibilities
- Develop and execute the strategic roadmap for Customer Onboarding transformation across Services.
- Simplify, standardize, automate, and optimize onboarding processes across products and business units.
- Lead digital transformation initiatives, including workflow modernization, CRM enhancements, onboarding platforms, AI solutions, and automation capabilities.
- Partner with senior leadership to align onboarding capabilities with broader business growth objectives.
- Drive governance frameworks, operating metrics, and performance management processes for onboarding operations.
- Drive adoption and optimization of onboarding platforms and supporting technologies.
Job description
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.
Director, Sales Operations & Business Transformation
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.
Services is Mastercard's professional services arm, focused on driving value beyond payment transactions. We harness the power of our transaction data, deep payments expertise and vast network of merchant and FI partners to offer holistic solutions to our customers. Our solutions comprise consulting; data insights; marketing services; loyalty and analytics platforms; and more. Discover more at www.mastercardservices.com/en.
Insights and Enablement team strives to drives smarter decisions and operational excellence for Services, by leveraging data and technology.
We are seeking a highly strategic and execution-oriented Director to lead the Customer Onboarding transformation agenda across Mastercard Services. This role will be responsible for driving onboarding excellence, operational scalability, platform adoption, automation, process re-engineering, and business intelligence capabilities across the customer onboarding lifecycle.
The Director will partner closely with Sales, Compliance, Product, Technology, and Operations teams to simplify complex business processes, accelerate customer onboarding timelines, enhance data quality, strengthen governance, and deliver an industry-leading onboarding experience to Mastercard's customers.
- Develop and execute the strategic roadmap for Customer Onboarding transformation across Services.
- Identify opportunities to simplify, standardize, automate, and optimize onboarding processes across multiple products and business units.
- Lead digital transformation initiatives, including workflow modernization, CRM enhancements, onboarding platforms, AI solutions, and automation capabilities.
- Partner with senior leadership to align onboarding capabilities with broader business growth objectives.
- Lead the end-to-end customer onboarding operating model, ensuring efficient, compliant, and scalable execution.
- Drive continuous improvement initiatives that reduce onboarding cycle time, improve customer experience, and enhance operational productivity.
- Establish governance frameworks, operating metrics, and performance management processes for onboarding operations.
- Drive adoption and optimization of onboarding platforms and supporting technologies.
- Build strong partnerships across Sales, Compliance, Product, Finance, Technology, Risk, and other Operations teams.
- Lead cross-functional programs involving multiple workstreams, teams, and geographies.
- Build, lead, coach, and develop a high-performing team of operations, analytics, and transformation professionals.
- Foster a culture of continuous improvement, innovation, accountability, and customer-centricity.
- 10-15 years of experience leading business transformation, operations, consulting, customer onboarding, revenue operations, sales operations, or related functions.
- Demonstrated success leading complex cross-functional transformation initiatives in B2B, technology, financial services, SaaS or consulting environments.
- Experience working with senior executives and influencing decisions senior levels.
- Proven track record of leading global or multi-regional programs with measurable business impact.
- Strategic thinker with strong business acumen and problem-solving abilities.
- Exceptional stakeholder management and executive communication skills.
- Strong people leadership and talent development capabilities.
- Customer Onboarding & Customer Lifecycle Management
- Revenue Operations / Sales Operations
- Business Process Re-engineering
- CRM Platforms (Salesforce preferred)
- Automation & AI Solutions
- Analytics and Business Intelligence
- Program and Portfolio Management
- Undergraduate degree required.
- MBA, Master's degree, or equivalent advanced qualification preferred.
- 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.
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