Mexico Operations Excellence Senior Specialist

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Mexico Operations Excellence Senior Specialist

Overview
Mastercard’s Network and Clearinghouse organization is a Mexico based team responsible for execute the strategy, monitor the performance of Mastercard switching services in the country.

As a Clearinghouse Performance Senior Specialist you will support the generation and interpretation of the data that will empower Banks, Processors and Fintechs using our switch in Mexico.

You will be a provider of meaninful data insights to both Mastercard internal teams and Mastercard Issuing and Acquiring customers.


Position Summary
The Switch Operations Excellence Senior Specialist is responsible for ensuring the stability, efficiency, and operational integrity of switch-related services by proactively mitigating financial and operational risks. This role serves as the primary operational liaison between internal stakeholders, account management teams, and customers, driving service quality improvements, governance, and operational excellence across the customer lifecycle.


Risk Mitigation & Operational Stability
• Proactively identify, assess, and mitigate financial and operational risks that may impact customers, network performance, or business continuity.
• Lead root cause analysis and corrective action plans for operational incidents and service disruptions.
• Establish preventive controls and monitoring mechanisms to reduce operational failures and financial exposure.
• Coordinate cross-functional teams to ensure timely resolution of operational issues and escalations.

Service Quality & Process Improvement
• Monitor operational service performance through defined KPIs, SLAs, and operational metrics.
• Identify trends, service gaps, and improvement opportunities to enhance operational efficiency and customer experience.
• Partner with customers to review operational performance, recommend improvements, and implement best practices.
• Drive continuous improvement initiatives that optimize processes, reduce operational costs, and enhance service delivery.


Customer & Account Management Engagement
• Establish and maintain formal communication channels with customers, account Senior Analysts, and internal stakeholders.
• Conduct regular operational governance meetings, service reviews, and business updates.
• Serve as a trusted operational advisor for customers, ensuring alignment on operational requirements, issues, and strategic initiatives.
• Develop and maintain communication and escalation frameworks to facilitate effective collaboration and issue management.


Operational Readiness, Onboarding & Offboarding
• Act as the operational subject matter expert (SME) for customer onboarding and offboarding activities within the switch ecosystem.
• Lead operational readiness assessments and ensure successful transition of customers into production environments.
• Coordinate onboarding/offboarding plans, operational documentation, training, and knowledge transfer activities.
• Validate operational processes, connectivity, reporting, settlement, reconciliation, and support models during customer transitions.
• Ensure compliance with operational standards, policies, and governance requirements throughout the customer lifecycle.


All About You
Working experience in the payments processing industry, preferably in a Customer Experience or Customer Care role

Always willing to learn and collaborate

Customer Care role

Fluent in English and Spanish

Strong Data Analytics Skills

Great Communication Skills

Analytical and Proactive

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices;

• Ensure the confidentiality and integrity of the information being accessed;

• Report any suspected information security violation or breach, and

• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.