What are the responsibilities and job description for the Director, Business Process Improvement position at MasterCard?
Job Title
Director, Business Process Improvement
Overview
The Director, Business Process Improvement will drive operational excellence within the Global Business Services Center (GBSC) HR Functions. This role is responsible for analyzing and improving existing HR processes to enhance efficiency, scalability, and employee experience.
Key Responsibilities:
- Project Management – Leads complex cross-functional process improvement projects aligned with business objectives.
- Stakeholder Collaboration - Works closely with HRBP's, COE's, IT and other delivery teams to implement approaches to deliver efficiencies through process improvements, standardization and/or automation.
- Service expansion - Supports the overall expansion strategy by facilitating stakeholder alignment to the scope of work, roles and responsibilities, and production design.
- Data Analysis – Utilizes key performance indicators (KPIs) and other driver metrics to monitor process performance, identify trends, and recommend actionable improvements.
- Training – Fosters a culture of continuous improvement across the HR organization by delivering training programs focused on CPI methodologies and operations management best practices.
- Change Management – Develops and executes plans to support process changes and system implementations to ensure smooth transitions and stakeholder buy-in.
- Risk Management – Facilitates root cause analysis for critical issues and coordinates efforts to implement controls that proactively mitigate future process failures.
Requirements:
- Strong knowledge of Lean Six Sigma or other CPI methodologies (certification preferred).
- Proficiency in HR technology platforms (e.g., Workday) and data analytics tools.
- Proven experience leading end-to-end HR process transformations, optimizing workflows, and reducing inefficiencies to enhance the employee experience.
- Excellent analytical and problem-solving skills with the ability to handle complex and ambiguous challenges and provide data driven recommendations.
- Consistently demonstrates clear, concise, and effective verbal and written communication skills. Tailors communication methods to suit diverse audiences ensuring complex process improvement concepts are easily understood by stakeholders.
- Able to develop and maintain strong relationships with key stakeholders to foster collaboration and secure alignment between strategic and tactical priorities.
- Ability to operate with independence and autonomy even in ambiguous circumstances.
- Demonstrates ability to work on several processes or projects simultaneously and deliver impactful outcomes.
Benefits:
- Competitive base salary based on location, experience, and other qualifications for the role.
- Annual bonus or commissions depending on the role.
- Mastercard benefits for full-time employees generally include: insurance, flexible spending account, health savings account, paid leaves, 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits, and many more.
