Vice President, Customer Engagement and Performance – Asia Pacific Franchise

About the role

The Franchise Customer Performance and Engagement Team ensures institutions meet Mastercard’s rules and standards across fraud, compliance, transaction processing and risk. Based in Singapore, this senior role leads regional customer engagement, strategy, and performance management for the Asia Pacific franchise.

Key responsibilities

• Create and communicate a regional customer engagement approach aligned with global and Asia Pacific business imperatives.
• Refresh strategy as needed, assist customers in protecting brand integrity and mitigating payment risk.
• Lead initiatives to address franchise vulnerabilities, interface with internal colleagues, and support MIS analysis.
• Deliver detailed customer review meetings, risk management training, and advisory council sessions.
• Establish effective engagement models between the franchise team, customers, and industry stakeholders.
• Support internal teams in identifying risk product and service sales opportunities.

Required profile

• Strong customer‑facing skills with over 10 years of management experience in payments, risk, fraud or compliance.
• People management experience and ability to coach team members.
• Excellent analytical, communication and presentation abilities.
• Strategic thinking, solutions‑oriented and results‑driven mindset.
• Proficiency in English; Mandarin is a plus.

Required skills

• Risk management and compliance expertise.
• Fraud operations experience.
• Strong analytical and communication skills.