APAC Franchise: Customer Engagement & Risk Leader

Mastercard; Singapore; On-site; SGD 230,000 - 320,000; Full time

Job summary

Mastercard in Singapore seeks a Vice President, Customer Engagement and Performance for the Asia Pacific Franchise. You will lead a distributed team, drive risk and fraud governance, and strengthen customer engagement across institutions in the APAC region.

You will partner with internal and external stakeholders to embed franchise components into client meetings, ensuring safe and reliable payments and strong brand integrity.

Qualifications

• Strong customer-facing skills.
• Risk management, compliance management and/or fraud operations experience.
• Over 10 years of management experience in payments, risk, fraud and compliance.
• People management experience.
• Strong analytical and communications skills.
• Ability to interact effectively with internal and external business partners.
• Excellent communication skills, both verbal and written.
• Solutions oriented / results driven capabilities.
• Strategic thinking.
• Proficient in English language; Mandarin speaking ability is a plus.
• Periodic travel required.

Responsibilities

• Create and communicate a regional customer engagement approach for Global Franchise and APAC.
• Refresh strategy as needed and assist customers in protecting brand integrity and mitigating payment risk.
• Lead teams to achieve Franchise priorities in line with regional objectives, focusing on safety and security.
• Own and lead initiatives to address Franchise vulnerabilities and events promptly.
• Support MIS analysis using Mastercard data.
• Leverage Mastercard products and industry best practices to improve reliability and security of transactions.
• Ensure delivery of detailed customer review meetings and governance programs.
• Provide assistance to customers and, where relevant, law enforcement; manage education initiatives.
• Establish and maintain engagement models and relationships across Franchise team, customers, and stakeholders.

Skills

Customer facing

Risk management

Fraud operations

Management experience

People leadership

Analytical skills

Communications

Stakeholder engagement

English proficiency

Mandarin a plus

Travel requirement

Job description

Mastercard in Singapore seeks a Vice President, Customer Engagement and Performance for the Asia Pacific Franchise. You will lead a distributed team, drive risk and fraud governance, and strengthen customer engagement across institutions in the APAC region.

You will partner with internal and external stakeholders to embed franchise components into client meetings, ensuring safe and reliable payments and strong brand integrity.