Billing was a manual process
Teams updated and fixed code, prepared and renamed files, then manually ran the process to generate billing outputs.
Mastercard · Product transformation
From Manual Billing to End-to-End Product Automation
Senior Technical Product Manager, Payment Performance Intelligence
I led billing automation across MEDI, TI and TIP — a product suite with a ~$100M annual revenue base — bringing billing, client information and customer requests into one portal experience.
90%+
Reduction in manual billing effort
~200 → <10
Hours of manual work per month
~$100M
Annual product-suite revenue context — not revenue attributable to this initiative
The scope
Project overview
I led end-to-end product management of billing automation across Mastercard Early Detect Indicator (MEDI), Transaction Investigator (TI), and Transaction Investigator Plus (TIP).
I owned requirements gathering, prioritization, UAT, stakeholder alignment and cross-functional delivery. This was not a script-automation exercise: it brought three fragmented workflows into one product portal.
Before the transformation
The problem
Client information was scattered
Excel files and SQL queries held important billing and client details. Retrieving answers meant unnecessary back-and-forth.
Customer intake was disconnected
The Commercial team collected customer opt-in and opt-out requests through separate Qualtrics forms, outside the product portal.
From handoffs to one experience
Before and after
Code edits → file preparation → manual billing run
Excel files → SQL queries → back-and-forth answers
Qualtrics forms → separate intake → manual tracking
Three disconnected paths, no shared visibility.
Authorized user → generate billing → visible result
Search client → subscription and billing insights
Submit request → confirmation → tracked status
One experience for billing, client information and requests.
Three capabilities, one portal
The solution
Automated billing generation
Authorized billing users generate MEDI, TI and TIP billing inside the product portal, without repetitive file preparation or manual process execution.
Centralized client insights
Client, billing, subscription and opt-in/opt-out information come together in one searchable view, replacing fragmented lookups.
Integrated request management
Commercial users submit customer requests inside the portal and track status in one shared history instead of a separate intake workflow.
Explore the experience
Interactive portal prototype
Demonstration using fictional data. Not connected to any Mastercard system. Nothing is sent anywhere; use “Reset demo” to restore the initial state.
Product operations portal
Demonstration using fictional data. Not connected to any Mastercard system.
Overview
Billing teamOne portal for billing generation, client insights and customer requests across MEDI, TI and TIP. Everything here is simulated with fictional data.
24
Fictional clients
1
Billing runs
2
Customer requests
Recent activity
- Demo initialized — fictional records loaded.
My product ownership
Product management lifecycle
- 01
Discovery
Gathered requirements across billing and Commercial workflows, focusing on where manual handoffs interrupted the experience.
- 02
Requirements
Brought billing generation, client information and customer intake into a single product scope.
- 03
Prioritization
Owned prioritization and stakeholder alignment across the three capabilities.
- 04
Design
Embedded the workflows in the existing portal with clear actions, permissions and status visibility.
- 05
UAT
Owned user acceptance testing to validate the workflows and coordinate feedback.
- 06
Delivery
Led cross-functional delivery from requirements to the end-to-end experience.
The operational outcome
Business impact
Over 90% less manual billing effort
The initiative reduced manual billing work from approximately 200 hours to fewer than 10 hours per month. Teams gained one place to generate billing, find client information and manage customer requests — fewer manual steps, less back-and-forth.
The approximately $100M annual revenue figure describes the product suite’s scale, not incremental revenue generated by this initiative.
After value shown as <10, not to scale.
Balancing simplicity with control
Product trade-offs
- Access control
- A one-click workflow should not mean unrestricted access. Billing generation is reserved for authorized billing users; customer intake belongs to Commercial users.
- Validation
- Convenience needs safeguards. The workflow checks required inputs and flags duplicate billing runs for the same product and period before regenerating.
- Exception handling
- Clear errors are preferable to silent failures. Failures stay visible with a retry path, without creating a misleading success state.
- Operational oversight
- History and visible statuses preserve context after an action. Review statuses are explicit human decisions; the portal does not automate approvals.
Final reflection
Key learnings
- I see automation as a product transformation when it removes fragmented handoffs, not just repetitive execution.
- Requirements, stakeholder alignment and UAT matter as much as the final interface.
- A simple operational experience still needs clear ownership, permissions, validation and visibility.