Job Description

The Global Strategy, Operations & Performance (GSOP) organization serves as a Center of Excellence within Global Merchant & Network Services (GMNS), focused on strengthening operational rigor, governance, risk management, and business operations across global markets.

The Manager, GSOP Business Operations will play a critical role in driving operational excellence across GSOP by leading cross-functional initiatives that strengthen governance, improve business processes, and enhance operational risk management. Based in Mexico with global scope, this role combines program management, process improvement, and business operations to ensure enterprise priorities are executed consistently while improving operational effectiveness.

Operating within the first line of defense, this individual will partner closely with business leaders, Control Management, Compliance, and enterprise stakeholders to coordinate operational risk programs, facilitate governance activities, and deliver sustainable process and control improvements.

This role offers meaningful visibility across the organization and the opportunity to materially improve operational execution, governance, and control effectiveness while supporting better outcomes for the business and our customers.

• Lead cross-functional initiatives that improve operational processes, strengthen governance, and enhance the overall control environment across GSOP.

• Coordinate execution of operational risk programs, including Operational Risk Events (OREs), RCSAs, CAPs, MAPs, audit remediation, and other governance activities, ensuring timely delivery across multiple stakeholders.

• Drive process improvement initiatives by identifying operational gaps, facilitating root cause analyses, and implementing scalable solutions that improve efficiency, consistency, and risk management.

• Develop project plans, governance routines, executive reporting, dashboards, and operational metrics to provide leadership with visibility into execution, risks, and business performance.

• Partner with Control Management, Compliance, Risk, and business teams to operationalize enterprise requirements and ensure consistent execution of governance and control activities.

• Facilitate cross-functional forums, manage dependencies, track milestones, and proactively identify risks and roadblocks to successful delivery.

• Build and maintain standard operating procedures, process documentation, and governance frameworks that improve operational consistency and support continuous improvement.

• 4+ years of experience in business operations, program or project management, process improvement, operational risk, consulting, control management, audit, or related functions within a complex, matrixed organization.

• Demonstrated experience leading cross-functional initiatives from planning through execution, including stakeholder management, dependency tracking, and delivery against timelines.

• Strong process improvement mindset with experience identifying opportunities to simplify, standardize, and improve operational processes.

• Experience working with governance, operational risk, internal controls, audit, compliance, or regulatory programs preferred.

• Excellent organizational and project management skills with the ability to manage multiple concurrent priorities.

• Strong analytical and problem-solving skills with experience using data and root cause analysis to develop practical solutions.

• Excellent written and verbal communication skills with demonstrated ability to influence stakeholders, drive alignment, and communicate effectively with senior leadership audiences.