BTOES Insights Official
January 31, 2020

2019 AWARD FINALIST SPOTLIGHT: Mastercard - Finalist in the Technology Enabled Process Automation Category


Read this article about Mastercard, one of our finalists, in the category Best Achievement in Technology Enabled Process Automation, selected by the independent judging panel, for the 2019 Business Transformation & Operational Excellence Industry Awards program. Click here to read articles on other finalists.


Mastercard logo




Mastercard GBSC Automation Program

Driving Operational Efficiency with Robotics Process Automation

The Global Business Services Center (GBSC) is the Shared Services Organization (SSO) for Mastercard providing centralized global delivery of finance, transaction, accounting, billing, human resources operations, legal and franchise integrity services.


Our automation journey started when the GBSC was launched in 2012 by leveraging automation capabilities within Mastercard’s systems. This was followed by a focus on ad-hoc scripts. However, this didn’t satisfy our expectations of what automation could deliver, nor did it produce a better user experience, a key goal of the GBSC.

 Copy of Provide an Excellent Customer Experience with the perfect Mobile Customer Journey. (24)


  • In 2015, automation was introduced by homegrown capabilities including VB macros and cognitive capabilities using Python. These opened the possibilities for unattended automation.
  • In 2016, GBSC evaluated RPA software and established an Automation program to deploy RPA. GBSC created an innovative team and invested in infrastructure.
  • In 2017, we trained business process experts in RPA to drive automation of manual processes and align vision and strategy with management, deploying a total of 25 Bots.
  • In 2018, we increased staff and fully funded program through operational savings.

Our delivery approach is segmented into five phases, as described below. Our delivery timeframe depends on the system and process complexity, and varies between four and 12 weeks.


Mastercard figure 1


Having deployed RPA throughout the GBSC, we have seen improvements in many aspects of our operations. Some select processes include:

  • Cash and Trades Reconciliation, Ticket Monitoring and Classification, Expense Reports
  • Report Generation and Distribution, Resolve Tickets and Remediate Issues
  • Data Scrubbing and Processing, Email Monitoring and Handling, HR Surveys
  • Quality Control, System Integration, Risk Escalation and Support, User Provisioning
  • Payment Preparation and Processing, Downloads Invoices and Statements, Auditing and Tax

Given these efforts, the GBSC has created a powerful end-to-end automation solution leveraging RPA and Cognitive AI. These innovative solutions have greatly helped to automate manual and repetitive activities to promote quality, efficiency and productivity for enhanced business outcomes:

  • Created 10 FTE of capacity using robotics to perform repetitive tasks, freeing up resources to focus on higher value work
  • Delivered 60 Bots in less than two years of rolling out the Automation program
  • Reduced loss and upheld compliance through cognitive forecasting and card validation solutions

With the expertise, technology and process developed by the GBSC, tremendous opportunity exists to implement RPA in new areas of Mastercard and achieve business results. Data Science and cognitive field has already started providing value in forecasting, producing much better results than manually administered processes. The team has embraced both the innovation and challenges in this new age of technology disruption.



About the Awards

The Business Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs. Click here to view the Press Release.

The winners for all categories and for The Platinum Awards will be announced at The Business Transformation & Operational Excellence Summit & Industry Awards on Wednesday March 20th, 2019, from 6.30pm, in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando Resort®. 

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Operational Excellence programs to deliver outstanding business results.

The 2019 Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit on March 20, 2019 in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando™



The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry (BTOES19). March 18-22, 2019, Loews Portofino Bay Hotel at Universal Orlando Resort®

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

It also hosts the Business Transformation & Operational Excellence Awardswhich showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs.

The summits hosts a number of private forums for C-Level & Global corporate-level leaders as well as business unit heads.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.


Quick Links



BTOES19 Awards


There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations though all day enhanced networking and interaction opportunities, including

  • All-day Refreshment & Themed Breaks

  • 1¼ Hour Hot Breakfast Networking Sessions

  • 1½ Hour Hot Plated Networking Lunches with Topic & Industry Sector focussed tables

  • 1½ Hour Roundtable Sessions by Topic & Industry Sector.

  • Keynote & Themes Panel Sessions

  • Hosted Welcome Receptions from 5.30pm

  • Expanded more lavish Awards Program

  • Newly launched Night Summit for attendees to meet after dinner

For more information or to discuss the summit in more detail please schedule a call below,

Click here to schedule a call. 

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