Director, Sales Operations & Business Transformation

About the role

Mastercard Services is seeking a strategic, execution‑oriented Director to lead the Customer Onboarding transformation agenda. The role will drive onboarding excellence, operational scalability, platform adoption, automation, process re‑engineering and business intelligence across the customer onboarding lifecycle.

Key responsibilities

• Develop and execute the strategic roadmap for Customer Onboarding transformation, simplifying and automating processes across products and business units.
• Lead digital transformation initiatives, including workflow modernization, CRM enhancements, onboarding platforms, AI solutions and automation.
• Own the end‑to‑end onboarding operating model, ensuring efficient, compliant and scalable execution while reducing cycle time and improving customer experience.
• Establish governance frameworks, operating metrics and performance management processes for onboarding operations.
• Build strong cross‑functional partnerships with Sales, Compliance, Product, Finance, Technology, Risk and Operations teams.
• Recruit, coach and develop a high‑performing team of operations, analytics and transformation professionals.

Required profile

• 10‑15 years of experience leading business transformation, operations, consulting, customer onboarding, revenue or sales operations.
• Proven success managing complex, cross‑functional transformation initiatives in B2B, technology, financial services or SaaS environments.
• Experience influencing senior executives and leading global or multi‑regional programs with measurable impact.
• Strong business acumen, strategic thinking and problem‑solving abilities.

Required skills

• CRM platforms (Salesforce preferred)
• Automation & AI solutions
• Analytics and business intelligence tools