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
Senior Analyst - Performance Management, Product Delivery
Context:
A critical aspect of the success of any organization lies in its ability to standardize processes and effectively measure performance by analyzing key indicators and transforming data into actionable insights that support sound business decisions. This role plays a key part in strengthening LAC Customer Delivery and Care operating model by driving efficiencies, reducing time-to-market, and enhancing overall performance visibility. Additionally, the role oversees critical tools and processes, ensuring continuous improvement by leveraging post-execution learnings and best practices.
Role overview
The Manager – Performance Management is responsible for monitoring, analyzing, and optimizing Customer Delivery performance across the region. This role combines technical and analytical expertise, process improvement, and cross-functional collaboration to ensure data-driven decision-making and operational excellence.
The role partners closely with regional teams, Global Customer Delivery & Care, and Academy stakeholders to track performance, identify improvement opportunities, and implement solutions that enhance efficiency, quality, and customer satisfaction.
Key accountabilities
- Establish and maintain compliance tracking mechanisms to ensure data accuracy, timeliness, and reliability across reporting processes.
- Liaise with Global Delivery & Care on the end-to-end customer satisfaction survey process, provide input on survey enhancements, and analyze feedback to propose targeted action plans to improve customer experience.
- Conduct monthly performance calls with divisions to review results, share best practices, and define corrective actions; monitor and report progress against annual departmental objectives and scorecards.
- Support the definition of annual objectives by consolidating inputs from stakeholders and markets into the final scorecard.
- Create and maintain dashboards and reporting tools (including DOMO) to produce Executive Dashboards, Monthly Performance Reports, QBRs, and other recurring or ad-hoc analyses.
- Produce and maintain reporting outputs, including monthly revenue reports, ad-hoc analyses (ex: TTI, revenue by project category), and operational files (ex: billing and licensing).
- Maintain and update departmental scorecards and performance tracking tools.
- Liaise with Global Customer Delivery & Care Performance management teams on tools (ex: SFDC, Podio), representing regional needs regarding enhancements, requirements, and optimization.
- Support internal communication and engagement initiatives, including the development of the LAC CD&C newsletter through stakeholder coordination, content compilation, and template standardization.
- Manage and support digital tools and platforms, including creating and maintaining the LAC Tech Council registration website and liaising with vendors (ex: CVENT) to resolve issues and ensure smooth operations.
- Support Academy MIS functions, including Essentials reporting (recurring and ad-hoc reports, dashboards, and data hygiene), as well as the production of Academy Loyalty reports to assess quarterly customer recognition outcomes.
- Provide technical and operational support to the Mastercard Academy program, including website maintenance, enhancements, updates, and general administrative support.
- Provide backup support for Academy programs, including hosting open courses and Essentials Live events as needed.
Skills:
- Advanced technical and analytical skills, including proficiency in data tools and programming languages (e.g., SQL, Python, Tableau, Power BI, DOMO) and advanced use of MS Office (especially Excel).
- Proven ability to analyze complex datasets and translate them into actionable insights that support business decision-making.
- Strong critical thinking and problem-solving capabilities, with a structured and solution-oriented approach.
- Ability to think strategically and translate ideas into practical, implementable solutions that drive measurable impact.
- Ability to design, implement, and track process improvement initiatives, with a strong process-oriented mindset and focus on efficiency and standardization.
- Excellent verbal and written communication skills, with the ability to clearly convey insights and coordinate effectively across multiple stakeholders in a fast-paced, cross-functional environment.
- Strong attention to detail, ensuring accuracy and quality in analysis, reporting, and execution.
- High sense of ownership, urgency, and accountability, with the ability to manage multiple priorities and deliver results under tight timelines.
- Strong interpersonal and organizational skills, with the ability to collaborate effectively in a dynamic, multi-disciplinary environment.
- Proactive, resourceful, and results-driven mindset, with the ability to work independently and navigate ambiguity.
- High level of integrity, confidentiality, and sound business judgment.
- Professional proficiency in English and Spanish (written and spoken) required; Portuguese is a plus.
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.
