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

Analyst, Franchise Services

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.

This position is within the GBSC Franchise Services CPI (Continuous Process Improvement) team, which is a specialized, cross-functional team that works to enhance GBSC's operational services through process automation and analytics – with a goal to elevate the customer experience. •

This Role would be responsible for 60% Operational tasks and 40% data analytics as well as automation.
• Develop data dashboards, charts, and visual aids to support decision-making across departments.
• Should have sound knowledge about tools and platforms like
Power BI
Power Automate
Alteryx and Tableau.
• Exhibit exceptional analytical abilities to compile, structure, examine, and present substantial data sets with precision and thoroughness.
• Capable of critically evaluating data to derive meaningful, actionable insights.
• Skills in managing and querying databases are vital for accessing and managing large datasets, using SQL for structured databases or NoSQL for unstructured data.
• Partner with different teams to understand business requirements of the projects.


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Overview
• 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.

Experiences
• Proven ability to learn and support multiple areas within relevant area of Franchise Program Services.
• Intermediate experience working with internal business units.
• Demonstrated ability to understand the complexities of multiple markets in Franchise Program Services.
• Experience successfully on-boarding and registering some of Mastercard more complex customers
• Salesforce service cloud/remedy CRM experience is a plus (but not required)
• Excellent verbal & written communication skills.
• Flexibility to work in shifts as per business requirement

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.