Supports Mastercard’s global BRAM operations through workflow coordination, case management, reporting, quality assurance, process documentation, merchant monitoring, and stakeholder follow-up. Maintains playbooks, controls, procedures, and training materials; assists with investigations, data validation, dashboards, and AI-enabled monitoring. Identifies data gaps, process trends, and improvement opportunities while supporting governance, escalation routing, testing, and program adoption across Brand Performance initiatives.

Conduct investigations under Mastercard’s BRAM program involving potential illegal activity, brand-damaging conduct, and Standards violations. Review referrals, evidence, customer responses, and case documentation; assess findings and support case closure. Escalate complex matters, manage stakeholder communications, track referrals and metrics, identify trends, and improve case-management processes. The role also supports training, reporting, data integrity, and cross-team initiatives.

Manages global Mastercard BRAM investigations involving potential illegal activity, brand-damaging conduct, and Standards violations. Oversees referral intake, evidence review, investigation strategy, customer responses, escalations, case quality, documentation, and closure. Provides guidance and prioritization to investigators, manages referral partners and vendors, monitors workloads and metrics, and collaborates with Legal, Regulatory Affairs, Operations, and regional teams to deliver defensible outcomes and improve governance, tools, analytics, and investigative processes.