Mastercard Operating Model

The org chart is who reports to whom. The operating model is how work actually flows: how teams are cut, how decisions are made, and where value crosses team boundaries on its way to a customer.

The visual map

Every unit research could verify, drawn as containers inside containers. Click any unit to read its purpose. Dashed lines are matrix links: a unit that answers to two masters.

The change agenda, collected while the current state map was built and confirmed. Each item carries who raised it. This ordering informed the evaluation framework weights.

The ten canonical ways an operating model shifts when agents join the workforce, tailored to this organization and ranked by weighted score. The recommended lead shift is promoted; supporting shifts compound with it.

Six dimensions, weighted. Speed to customer value and efficiency carry the heaviest weights because the whole redesign optimizes for speed and efficiency in service of customer value.