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 Director, BizOps About Mastercard: At Mastercard technology, we work to connect and power an inclusive, digital economy that benefits everyone, everywhere, by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships, and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation, and delivers better business results Technology at Mastercard: What we create today will define tomorrow. Revolutionary technologies that reshape the digital economy to be more connected and inclusive than ever before. Safer, faster, more sustainable. And we need the best people to do it. Technologists who are energized by the challenges of a truly global network. With the talent and vision to create the critical systems and products that power global commerce and connect people everywhere to the vital goods and services they need every day About the Role: We are looking for a dynamic and experienced Triage and Collaboration People Manager to lead a high-performing team responsible for customer tickets triage, cross-functional coordination, and operational response. This role requires a strong technical foundation, excellent leadership skills, and a passion for driving continuous improvement in ticket resolution response and collaboration workflows. This group is involved in handling customer work-orders, resolving issues, and coordinating with other teams to ensure a positive customer experience. The group on daily basis has key responsibilities of triaging incoming requests, escalating complex issues, and collaborating with internal teams like business operations, customer technical services, program and product development. See the big picture and help create and enforce standards and practices that help our customers have smooth run. Key Responsibilities: Lead, mentor, and develop a team of triage engineers and collaboration specialists. Conduct regular 1:1s, performance reviews, and career development planning. Foster a culture of accountability, empathy, and continuous learning. Oversee the triage of incoming tickets, ensuring timely categorization, prioritization, and routing. Ensure adherence to SLAs and escalation protocols. Act as an escalation point for high-severity and high-priority tickets. Champion collaboration tools and practices (e.g., Slack, Teams, Confluence) to improve communication and transparency. Define and refine triage workflows, escalation paths, and documentation standards. Analyze ticket trends and team performance metrics to identify areas for improvement. Report on KPIs and operational health to senior leadership. Maintain clear and effective communication with stakeholders, providing updates on issue status and resolution progress. Ensure to have an updated knowledge base articles and internal documentation to improve self-service capabilities and ensure consistent information delivery. Maintain accurate and detailed records of triaged issues in the ticketing system. Drive initiatives on process improvements to streamline triage and collaboration workflows, enhancing efficiency and customer satisfaction. Identify toils and submit with clear ownership and expected benefit Required Technical Skills Understanding of Linux and process of troubleshooting issues Understanding of Database concepts (Oracle, SQL, Mongo) Understanding of observability and purpose of tools like Splunk, Dynatrace, Prometheus, or Datadog. Experience in ITSM practices with knowledge on incident management and service desk operations will be good Understanding of Ticketing system and workflows in a large corporate setting. Experience in using reporting tools like Domo; Project management tool like Jira; Documentation, communication and collaboration tool like Confluence is a must Required General Skills: Experience managing distributed or remote teams. 2+ years of experience in a people management or team lead role. Critical thinking skills and a proactive approach to problem-solving. Capability to embrace challenging opportunities, while effectively contributing as a member of a diverse, geographically dispersed, and matrix-structured project team Balances swift issue resolution with long-term process improvement, demonstrating flexibility and a pragmatic approach to team and workflow health. Strong verbal and written communication skills, including the ability to explain technical issues to non-technical audiences. Excellent in conflict resolution and stakeholder management skills. Comfortable collaborating with cross-functional teams to ensure that expected system behavior is understood, and monitoring exists to detect anomalies ITIL or PMP certifications would be added advantage 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.

• Lead Advancement Organizational Design Engagements: Advise clients on how to structure, staff, and evolve their advancement functions — including org design assessments, role clarity and accountability frameworks, and operating model recommendations for development, alumni relations, and advancement services teams. • Drive Business Process Improvement: Lead current-state assessments and future-state redesigns across core advancement workflows including gift processing, prospect management, donor relations, stewardship, and campaign operations — with a focus on operational effectiveness and alignment to institutional strategy. • Shape Advancement Strategy: Collaborate with VP- and AVP-level advancement leaders to define operational vision, prioritize improvement initiatives, and build roadmaps that connect organizational capability to fundraising and engagement goals. • Facilitate Stakeholder Alignment: Lead workshops, working sessions, and executive briefings to surface priorities, navigate competing perspectives, and build the internal consensus needed to drive meaningful organizational change. • Advise on Technology Fit and Process Enablement: Help clients evaluate how their advancement platforms — such as Salesforce Education Cloud / NPSP, Blackbaud Raiser’s Edge NXT, or Ellucian Colleague Advancement — can better support redesigned processes and organizational structures, without leading from a technology-first perspective. • Collaborate Across Practices: Partner with Attain’s change management, training, ERP, and technology teams to deliver integrated solutions that address the full scope of institutional transformation. • Contribute to Practice Development: Support methodology development, thought leadership, proposal efforts, and internal capability building within the higher education advancement practice. • Lead and/or support business development efforts • Lead and/or support proposal development and solution design in support of new and expanded client work

• Facilitate, lead enterprise-wide process improvement initiatives specific to Availity product • Cross-functional work across the enterprise to evaluate and optimize the Availity portfolio’s capabilities • Identify, develop, and execute process improvement opportunities utilizing continuous improvement principles and LEAN/Six Sigma methodologies • Monitor process improvement projects and facilitate cross functional process improvement project teams • Consult with senior leadership and provide analysis and advice on a variety of performance and process related topics • Provide training and guidance to project teams and functional areas • Negotiate with project stakeholders to identify resources, mitigate risks, resolve issues and provide key performance indicators

Position Summary This individual contributor role supports new and evolving programs within the Reimbursement Capitation and Collaboration Operations (RCO) team. RCO ensures accurate and timely payments for capitation and value-based programs. The role focuses on payment processing, contract setup, reporting, and issue resolution across multiple systems in a fast‑changing environment. Key Responsibilities - Process monthly, quarterly, and annual payments and reconcile files to ensure no errors - Configure contracts and payment details in multiple systems - Investigate and resolve data and payment issues - Document current processes and recommend improvements - Track, analyze, and report payment activity and program metrics - Partner with cross‑functional teams to support changing contracts and business needs - Support short‑term fixes while helping drive long‑term solutions Qualifications - High School Diploma or GED required. Bachelor’s degree preferred - 2+ years of experience with value‑based or non‑fee‑for‑service payments - 3+ years of healthcare payment or claims data experience - Knowledge of capitation and/or value-based payment concepts, processes and systems such as CCMI, and PMHS capitation strongly preferred. - Experience with reporting tools such as Toad, Databricks, or SAS - Strong Excel skills; working knowledge of PowerPoint - Ability to work independently and with cross‑functional partners - Strong analytical, problem‑solving, and communication skills - Ability to manage multiple priorities in a changing environment - Knowledge of Cigna payment systems is a plus If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload. For this position, we anticipate offering an annual salary of 62,600 - 104,300 USD / yearly, depending on relevant factors, including experience and geographic location. This role is also anticipated to be eligible to participate in an annual bonus plan. At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, click here. About The Cigna Group Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives. Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws. If you need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes. The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.