Senior Analyst, Business Process Improvement

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

Senior Analyst, Business Process ImprovementStaffing Manager – EMEA

The Services organization is a key differentiator for Mastercard, providing the cutting-edge services that help our customers grow. Focused on thinking big and scaling fast around the globe, this agile team is responsible for end-to-end solutions for a diverse global customer base. Centered on data-driven technologies and innovation, these services include consulting, loyalty and marketing programs, test-and-learn business experimentation, and data-driven information and risk management services. While specializing in the payments industry, the Services team also works closely with major retailers, airlines, and other enterprises, leveraging data and insights garnered from within and beyond its network.

Within the Services organization, the Advisors & Client Services organization (A&CS) is responsible for delivering our various products and solutions to clients. A&CS is charged with combining professional problem-solving skills with deep segment and functional expertise to address the challenges and opportunities of its clients, enhance Mastercard's strategic and tactical performance and establish Mastercard's global thought-leadership pre-eminence.

The Staffing Manager ensures Advisors Client Services has the right people on the right engagements at the right time. This role spans the entire staffing lifecycle, from consolidating and prioritizing demand to optimizing capacity and availability across markets, and driving operational excellence through disciplined processes, tools, and reporting. Working closely with Cluster Leads, PEMs and PMs, People Managers, Staffing colleagues, the Staffing Manager partners with leadership to align staffing decisions with business priorities and development goals. With a strong understanding of our business and a commitment to keeping people at the center of all we do, this role enables effective execution of strategy, maximizes client outcomes, optimizes team utilization, and fosters an exceptional employee experience.

Key Responsibilities

- Prioritize and allocate resources across tracks and markets, ensuring balanced team structures and alignment with engagement requirements.
- Manage capacity and availability by maintaining accurate data on skills, levels, and real-time availability.
- Execute staffing processes using internal tools (Salesforce/PSA, Tableau, Confluence) throughout the engagement lifecycle.
- Provide insights and reporting on utilization, capacity, and staffing metrics to support decision-making.
- Collaborate globally with staffing peers and leadership to ensure consistency and efficiency in weekly staffing cycles.
- Drive operational excellence by improving processes, removing bottlenecks, and ensuring timely, high-quality staffing decisions.
- Support team development by aligning staffing decisions with career growth and learning opportunities.
- Participate in strategic initiatives and cross-functional workstreams aimed at enhancing staffing processes, tools, and overall organizational effectiveness.

Skills & Experience:
- 5–8 years in professional services/consulting resource management, workforce planning, or related operations.
- Strong business acumen; ability to balance pragmatism and firmness in prioritization decisions.
- Proven stakeholder management with senior leaders; excellent communication and influence skills.
- Data & metrics orientation: utilization analysis, demand forecasting, KPI tracking.
- Project management excellence; comfortable in agile environments with short sprints and changing briefs.
- Experience with staffing tools and systems, ideally including Salesforce, PSA, Tableau, and Confluence. (Preferred)
- Exposure to cross-regional staffing in a global consulting context; knowledge of professional services economics (utilization, leverage).

Competencies:
- Strategic workforce planning and decision quality under ambiguity.
- Data-driven problem solving and continuous improvement mindset.
- Collaboration and global mindset; change agility and resilience.

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.

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