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.

Leads Mastercard Franchise activities across Canada, advising internal and external stakeholders on customer performance, compliance, fraud management, standards, training, and ecosystem optimization. Partners with Account, Product, Risk, Regulatory, Legal, AML, and Delivery teams to enable new payment opportunities, resolve issues, execute strategic initiatives, and improve processes. Uses data analysis and Power BI dashboards to identify trends and communicate insights while providing payments industry thought leadership.