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Added 11 mins ago
Senior Manager, Talent Acquisition
Lifemark Health Group
Montreal, QC
Full-time
Reporting the the Senior Director, Talent Strategy, the Senior Manager, Talent Acquisition, is responsible for setting up the strategy, processes, and criteria to enable a systematic and…
Added 25 mins ago
Clinical Educator - Southwest Ontario
Extendicare
Burlington, ON
Full-time
Reporting to the Senior Manager of Clinical Education, the Clinical Educator partners with home and regional leaders as well as frontline teams to deliver standardized, evidence-informed…
Added 1 hour ago
Condominium Manager
FirstService Residential Canada
Toronto, ON · North York, ON
Full-time
We have a comprehensive benefits program inclusive of a Health Spending Account, Workperks, and more! Most importantly, we are committed to empowering, developing and supporting all our…
Added 1 hour ago
National Accounts Manager
White Cap Canada
ON · Ontario, Canada
Full-time
…Cap stakeholders to drive sales growth. The National Accounts Manager will own the C-suite relationship, create executive account strategies, secure category program business, and leverage…
Added 1 hour ago
Land & Resource Manager, Greater Montreal Region
Amrize
Laval, QC
Full-time
Join Amrize as a Land & Resource Manager, Greater Montreal Region and help construct what's next. If you're ready to put your skills to work on projects that matter - and build a career…
Added 1 hour ago
Clinical Therapist (Masters) - Community Support Adults - Mental Health & Addictions
Nova Scotia Health Authority
Amherst, NS
Full-time
The Clinical Therapist is a member of the Adult Service team in Mental Health and Addictions. Reporting to the Manager, the Clinical Therapist provides assessment and planning, treatment…
Added 1 hour ago
Clerk III - Health Information
Prairie Mountain Health
Brandon, MB
Full-time
Reporting to the Manager, Health Information Services, the Clerk III Health Information is responsible for the accurate and timely registration and associated processing on the admission/…
Added 1 hour ago
Merchandising Execution Associate Part Time - 7255 Cranbrook
The Home Depot Canada
Cranbrook, BC
Part-time
Read and interpret directions to ensure merchandise is set to the planogram, project instructions, program service requirements and general service guidelines
Added 1 hour ago
Merchandising Execution Associate (6 month contract) Part Time - 7058 St. Vital
The Home Depot Canada
Winnipeg, MB
Part-time
Read and interpret directions to ensure merchandise is set to the planogram, project instructions, program service requirements and general service guidelines
Added 1 hour ago
Merchandising Associate: Part-Time (Mon-Fri / 6am - 2:30pm) - ABBOTSFORD
The Home Depot Canada
Abbotsford, BC
Part-time
Read and interpret directions to ensure merchandise is set to the planogram, project instructions, program service requirements and general service guidelines
Added 2 hours ago
Team Leader - Assertive Community Treatment (ACT) - Repost
Shared Health-Soins Communs
Winnipeg, MB
Full-time
Under the general supervision of the HUB & FACT-ACT manager the Team Leader will oversee and provide services to individuals with a severe mental illness who require intensive community…
Added 2 hours ago
Ward Clerk - PASS (Temporary Part-Time)
Northumberland Hills Hospital
Cobourg, ON
Part-time
Reporting to the Patient Care Manager, as a member of the multidisciplinary team, the ward clerk is responsible for the effective functioning of the nursing station, performing clerical and…
Added 2 hours ago
Sales Manager
Westmont Hospitality Group
Edmonton, AB
Full-time
Other duties as assigned by the Regional Sales Manager
Added 3 hours ago
Automotive Technical Coordinator - 24 Month Contract/Acting
Toyota Canada Inc.
Toronto, ON
Full-time
…This is a 24-month contract opportunity and will report to the Manager of Advanced Technologies…
Added 3 hours ago
Clinical Educator - Southwest Ontario
Extendicare
Burlington, ON · Burloak
Full-time
Reporting to the Senior Manager of Clinical Education, the Clinical Educator partners with home and regional leaders as well as frontline teams to deliver standardized, evidence-informed…
Added 3 hours ago
Procurement Co-op
Veolia Environnement SA
Oakville, ON
Internship
…data, pricing information, and industry trends to support the Regional Technical Category Manager's strategic sourcing decisions and market analysis…
Added 4 hours ago
Indigenous Wellbeing Leader - North
Northern Health Region, Manitoba
Winnipeg, MB
Full-time
Reporting to the Manager, Provincial Wellbeing, the Indigenous Wellbeing Leader will be instrumental in supporting the development and implementation of wellbeing initiatives, prevention…
Added 4 hours ago
Global Digital Product Content Specialist
ARC'TERYX
North Vancouver, BC
Full-time
Reports to: Manager, Global Digital Product Content
Added 4 hours ago
Licensed Practical Nurse, Full Scope - Abbotsford Regional Hospital and Cancer Centre
Fraser Health
Abbotsford, BC
Full-time
Under the direction of the Manager, Clinical Operations or designate and in collaboration as a member of a multidisciplinary team; performs assessments, plans, implements and evaluates…
Added 4 hours ago
Logistics Coordinator/Coordonnateur ou coordonnatrice de la logistique (Calgary)
Konica Minolta Business Solutions Canada
Calgary, AB
Full-time
Support the True-Blue Program with communications and reporting.
Added 4 hours ago
Senior Manager, Talent Acquisition
Lifemark Health Group
Montreal, QC
Full-time
Reporting the the Senior Director, Talent Strategy, the Senior Manager, Talent Acquisition, is responsible for setting up the strategy, processes, and criteria to enable a systematic and…
Added 4 hours ago
Application Support Incident Manager
Apex Systems
Toronto, ON
$35 to $36 USD / hour
Full-time
Seeking a skilled Incident Manager responsible for overseeing and coordinating the response to major incidents. This role will provide US regional support for the Global Incident Management…
Added 4 hours ago
Global Digital Product Content Specialist
Arc'teryx Equipment
North Vancouver, BC
Full-time
Reports to: Manager, Global Digital Product Content
Added 4 hours ago
Partner Engagement & Development Manager - Burnaby, BC
Specsavers
Burnaby, BC
The Partner Engagement & Development Manager (PEDM) is accountable for lifting the quality of our Partners (store owners’) leadership and commercial judgement across a portfolio of stores,…
Added 4 hours ago
Manager, Customer Performance, Brand
Mastercard
Toronto, ON
Full-time
Are you a people leader with sound judgment, stakeholder management, and program execution skills?

Mastercard

Manager, Customer Performance, Brand

Toronto, ON, Canada

Job type: Full-time
Posting language: English
Posted: Sep 25, 2026

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Original job description

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

Manager, Customer Performance, BrandOverview

Mastercard operates the world’s fastest payment processing network, connecting consumers, financial institutions, merchants, governments, and businesses in more than 210 countries and territories. Every day, everywhere, we use our technology and expertise to make payments safe, simple and smart. We know safety and security are the top priorities of our customers, cardholders and partners, so we won’t stand still in developing new and better ways to keep payments safe.

Do you have experience managing investigations, risk, compliance, audit, merchant monitoring, or brand protection processes?
• Do you have strong knowledge of investigative case management, referral intake, evidence review, customer response evaluation, and assessment support?
• Are you a people leader with sound judgment, stakeholder management, and program execution skills?
• Are you collaborative, detail-oriented, and able to manage a global investigations function that complements operations, enablement, and governance routines?

Mastercard’s Franchise Brand Performance Team advances ecosystem health and profitability by engaging our customers to optimize performance and to enhance the strength of our brand, acceptance network, and data.

Role

• Ensure investigations are conducted consistently, objectively, and in alignment with Mastercard Standards, documented procedures, audit expectations, and confidentiality requirements
• Provide management support for sensitive or high-impact investigations, repeat-offender matters, customer escalations, emerging risk typologies, and cases requiring leadership review
• Review referrals from external partners and internal stakeholders, determine BRAM scope, and ensure appropriate routing, follow-up, and investigation initiation
• Support vendor-supported testing and investigative support, including referral quality, service delivery, testing priorities, and alignment with BRAM case needs
• Drive consistent application of Mastercard Standards and investigative best practices, including documentation quality, evidence sufficiency, response review, and assessment rationale
• Partner with Legal, Regulatory Affairs, Franchise, Customer Experience, regional teams, and other stakeholders to support defensible outcomes and effective BRAM-related communications
• Manage BRAM investigative case work under the Business Risk Assessment and Mitigation (BRAM) program, including matters involving potential illegal activity, brand-damaging activity, or violations of Mastercard Standards
• Provide day-to-day guidance, prioritization, and quality review for investigators handling referrals, evidence reviews, customer responses, assessment recommendations, and case closures
• Oversee end-to-end case execution, including intake review, investigation strategy, testing coordination, documentation, response evaluation, final determination support, and closure practices
• Manage referral partner engagement, including regulators, law enforcement, rights holders, industry groups, vendors, customers, and internal stakeholders, to support timely and credible investigations
• Set case direction, escalation paths, and decision routines while partnering with Operations and Enablement on procedures, tools, analytics, quality assurance, and governance expectations
• Collaborate with Operations and Enablement on case management enhancements, testing priorities, data integrity, reporting needs, and investigator adoption of tools and processes
• Manage team inbox triage, referral management, workload balancing, and investigation metrics to support timely case progression and leadership visibility
• Identify referral trends, case outcomes, timeliness issues, emerging risks, and partner effectiveness opportunities to inform program oversight and continuous improvement
• Contribute investigative perspective to BRAM Announcements, guidance, standards evolution, and stakeholder education materials
• Maintain clear accountability with Operations and Enablement so investigations, case direction, and referral partner engagement complement operational governance, tools, analytics, and program management

All About You

• Strong experience in investigations, risk management, compliance, payments, audit, merchant monitoring, brand protection, or related disciplines
• 5-7 years’ experience conducting or managing investigative, compliance, risk, audit, merchant monitoring, or brand protection work, with demonstrated ability to document findings and support defensible outcomes
• Proven ability to provide case direction, manage priorities, coach team members, and drive consistent execution in a global operating environment
• Strong experience conducting or overseeing investigations, including referral review, fact development, evidence assessment, customer response evaluation, issue escalation, and final determination support
• Strong understanding of the card payment ecosystem, merchant onboarding, ongoing monitoring practices, acceptance models, transaction flows, and how risk or potential Rules violations can present across the network
• Experience managing relationships with referral partners, vendors, customers, and internal stakeholders
• Strong judgment, attention to detail, organizational discipline, and critical thinking skills, with demonstrated ability to evaluate facts, identify relevant issues, and support practical, defensible outcomes
• Experience, confidence, and high level of tact and integrity due to frequent interaction with internal and external stakeholders and regular exposure to confidential data
• Superior written and verbal communication skills, including ability to communicate investigative issues clearly and represent BRAM with credibility
• Advanced analytical, investigative, data interpretation, and problem-solving skills
• Must be able to work in a fast paced and dynamic environment, handle multiple priorities, consistently meet established deadlines, and deliver exceptional results through direct work and team coordination
• Strong technical skills including Microsoft Office; experience with case management, reporting, analytics, monitoring, vendor management, or investigation tools preferredMastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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.

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in Canada, the successful candidate will be offered a competitive pay based on location, experience and other qualifications for the role and may be eligible to participate in a discretionary annual incentive program. This posting reflects one or more current openings on our team.

Pay Ranges

Toronto, Canada: $109,000 - $158,000 CAD

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More about this job

Responsibilities

The manager will oversee end-to-end investigative case execution, including intake, strategy, and evidence assessment while ensuring alignment with Mastercard standards. They will also manage relationships with internal and external stakeholders to drive consistent investigative outcomes and program oversight.

Requirements

Candidates must have 5-7 years of experience in investigations, risk management, compliance, or audit within the payments industry. Strong analytical, communication, and leadership skills are required to manage complex investigations and coordinate with global teams.

Skills

Investigative case management
Risk management
Compliance
Audit
Merchant monitoring
Brand protection
Stakeholder management
Program execution
Data interpretation
Problem-solving
Critical thinking
Written communication
Verbal communication
Microsoft Office
Analytical skills
Leadership

Visa sponsorship

Not detected in the job text

Keywords

Investigations
Risk Management
Compliance
Audit
Merchant Monitoring
Brand Protection
Payments Ecosystem
BRAM Program
Case Management
Stakeholder Management
Data Integrity
Governance
Regulatory Affairs
Vendor Management
Quality Assurance
Transaction Flows
Reporting
Analytics
Evidence Review
Mastercard Standards

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