Manager - Franchise Customer Onboarding & Partnerships NAM
$117,000–$193,000 year
On-siteO'Fallon, Missouri, United States
Job Summary
Manage Specialty Merchant and Service Provider lifecycle activities, including registration and program participation. Oversee the Network Enablement Partner "NEP" Program onboarding and expansion while acting as the primary contact for all related service provider inquiries. Deliver comprehensive training sessions for internal and external stakeholders on compliance and operational excellence. Monitor ongoing adherence to Mastercard Standards and engage directly with customers to address performance issues stemming from onboarding requirements. Identify process improvements to enhance the customer experience and support regional growth objectives. Collaborate with internal teams to optimize specialty merchant programs by expanding categories and identifying missing registrations. Requires 15% travel within North America and 3 days in-office presence.
Required Qualifications
- Bachelor's degree
- Prior experience in risk management and/or fraud functions
- Strong understanding of payment scheme rules
- Experience in Compliance or Fraud Management
- Familiarity with regulatory requirements and best practices in the North American market for high-risk merchants
- Knowledge of acquirer onboarding processes, customer due diligence practices, and controls related to high-risk merchant activity
- Ability to travel (15%+) within the NAM region as needed for customer engagement, training, and industry events
- Required to be in the office 3x per week
- Strong verbal and written communication skills, including delivering presentations at both business and technical levels
- Ability to sell ideas and solutions effectively
- Demonstrated ability to partner with internal teams and external customers to resolve onboarding, compliance, and performance-related issues
- Experience developing or delivering training materials for internal stakeholders, customers, or partners on payment network standards, program requirements, or operational processes
- Ability to analyze transaction, registration, and program data to identify compliance gaps, process improvements, and opportunities to improve the customer experience
- Must be able to effectively lead and coach others
- Strong attention to detail
- Must abide by Mastercard's security policies and practices
- Must ensure the confidentiality and integrity of the information being accessed
- Must report any suspected information security violation or breach
- Must complete all periodic mandatory security trainings in accordance with Mastercard's guidelines
Desired Qualifications
- Ability to identify and capitalize on opportunities for selling Franchise Solutions and other Mastercard services
- Maintains focus and commitment during unanticipated changes, resolving conflicts efficiently to accomplish goals
- Utilizes data analysis to identify root causes, thinks creatively to develop actionable solutions, and builds new reports to support decision-making
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