Associate Analyst, Franchise Services

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

The Global Business Solutions Center’s (GBSC) mission is to be the partner of choice with stakeholders across Mastercard, enabling business operations efficiency, productivity, and growth. With over 1,100 professionals delivering more than 200 solutions across 10 locations, the GBSC is a powerhouse of innovation and strategic partnerships that combines operational excellence with a vision of what’s next.

The Associate Analyst will be responsible for providing operational partnership to internal and external partners throughout the franchise program life cycle from identification through resolution or completion. This includes conducting analysis, maintaining reporting, leveraging metrics, and obtaining customer feedback to support business process improvements for customer experience.

Responsibilities:

- Work independently on day-to-day operational tasks for Franchise Programs and respond to routine customer request and issues.

- Identify and report any potential risk or issues.

- Interacts with corporate and business units.

- May participate in training new team members and maintaining procedure documents.

- Partner globally to understand, identify, and implement solutions for regional requirements.

- Detect gaps in or identify improvements to desktop procedures.

- Participate in small to medium cross-functional projects with supervision, typically working on specific work streams with internal stakeholders.

- Work with data analytics to increase and enhance our reporting capabilities.

About you:

- Deep knowledge about Transaction lifecycle and Dispute Resolution.

- Strong Customer Service Skills

- Technical skills such as, Advanced Excel, PowerBI and/or Tableau are preferred but not required

- Experience working with internal business units.

- Ability to understand the complexities of multiple processes in Franchise Program Services.

- Knowledge of a shared services organization

- Ability to build relationships with our customers

- Strong verbal and written communications skills

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.