Director, Subject Matter Expert - Chargebacks

About the role

As Director, Subject Matter Expert - Chargebacks within Mastercard's Advisors & Consulting Services, you act as a trusted client business advisor and lead Chargebacks and Payment Operations optimization engagements across financial service institutions. You lead engagement teams to high-quality insights and deliverables, own mid- to senior-level client relationships, and mentor junior consultants.

Key responsibilities

• Lead client engagements across industries, mainly advising on chargebacks and payment operations
• Develop strategies and programs for large, regional and global clients using data and technology solutions
• Own key relationships with senior client stakeholders and assess client agendas, internal culture and change readiness
• Provide analytical and day-to-day project delivery leadership, and deliver impactful client presentations
• Collaborate with internal stakeholders such as Product and Business Development to scope projects and build the firm's intellectual capital
• Coach and mentor junior consultants and contribute to knowledge management and best practices in chargebacks

Required profile

• Undergraduate degree with 15+ years of work experience
• 6+ years of consulting experience (preferred) and 7+ years of direct industry experience
• Experience managing key client relationships, including mid- and executive-level contacts
• Ability to identify new business opportunities, draft proposals and scope new opportunities
• Eligibility to work in the country of application and to obtain travel visas as needed

Required skills

• Strong knowledge of chargebacks and payment operations policies, processes and technology solutions
• Experience in chargebacks/disputes, customer service management, reconciliation and settlement, and fraud management and authorization
• Advanced Word, Excel and PowerPoint skills; data analytics expertise preferred
• Ability to communicate complex ideas clearly in English and to solve problems analytically