Position Title
Senior Specialist, Change Management
Company Overview
Mastercard is a global technology company in the payments industry that delivers end‑to‑end prepaid card solutions across travel, transit, foreign exchange, gifting and buy‑now‑pay‑later segments.
Role Purpose
The Change Manager coordinates, tracks, and drives change activity end to end within MPMS and with key external partners. The role ensures changes progress through the defined process efficiently, remain within agreed SLAs, and are actively managed with internal teams and partners. It focuses on execution, discipline and continuous improvement of the change process—ensuring momentum is maintained, blockers are surfaced early, and accountability is clear.
Key Responsibilities
* Change Process Management: Coordinate and manage changes through the MPMS change lifecycle from intake to closure; ensure all changes follow agreed governance, documentation, and approval requirements; track progress, milestones, dependencies, and decisions; identify stalled or at‑risk changes and proactively drive resolution.
* Forums & Governance: Support and manage internal change forums (CABs, working groups, governance calls); prepare agendas, papers, status updates, and clear decision requests; track actions, outcomes, and follow‑ups from forums to completion; ensure decisions and impacts are clearly recorded and communicated.
* Stakeholder & Partner Coordination: Liaise with internal stakeholders (Engineering, Product, Customer Delivery, Compliance, etc.) to progress changes; coordinate change activity with key external partners and suppliers; monitor partner responsiveness against agreed SLAs; escalates delays, risks, or missed responses through appropriate channels.
* Accountability & Momentum: Hold change owners accountable to agreed timelines and deliverables; challenge inactivity or missed commitments constructively and professionally; ensure dependencies across teams are clearly understood and managed; escalates issues where momentum, quality, or timelines are at risk.
* Continuous Improvement & Reporting: Identify recurring issues, bottlenecks, or inefficiencies in the change process; support continuous improvement initiatives to simplify, streamline, or clarify change governance; maintain accurate change reporting, dashboards, and metrics; provide clear, concise status updates suitable for senior stakeholders.
All About You
* Experience supporting or coordinating change, delivery, governance, or operational processes.
* Strong organisational and tracking skills with attention to detail.
* Confidence working across multiple teams and priorities.
* Clear written and verbal communication skills with strong stakeholder management.
* Ability to follow defined processes while managing multiple change items in parallel.
* Experience working with third‑party suppliers or external partners.
* Understanding of SLAs, issue escalation, and dependency management.
* Experience identifying and implementing process improvement opportunities.
Corporate Security Responsibility
* All activities involving access to Mastercard assets, information, and networks come with inherent risk; each employee is responsible for information security.
* Abide by Mastercard’s security policies and practices.
* Ensure confidentiality and integrity of the information being accessed.
* Report any suspected information security violation or breach.
* Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
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