Mastercard's Chief People Officer – Michael Fraccaro

The Bob Johnston Podcast

Summary

CHROs are having a special moment right now – and rightfully earned, given that HR is arguably the most important role in an organization. As such, I'm excited to share my conversation with Michael Fraccaro, who currently serves as Mastercard's Chief People Officer. We discuss Michael's early career, which began as a high school teacher in Sydney as well as where his interest in HR was sparked (in university and beyond).

Michael and I cover the evolving role of the CHRO, particularly the emphasis on adaptability over the past few years. He points out the importance of lifelong learning and how Mastercard's internal talent marketplace facilitates this ethos for employee career growth and development. The platform allows employees to showcase their skills and interests, matching them with relevant projects and mentorship opportunities, ultimately enhancing the employee experience. Michael also underscores the necessity of executive support as a strategic approach to successfully implement such initiatives.

We also discussed implementing new initiatives at a company the size of Mastercard. Michael highlights the need for clear objectives, executive buy-in, and meticulous program management to ensure success. Moreover, he hits on the significance of measuring outcomes and shares metrics used to evaluate the effectiveness of initiatives such as the talent marketplace (these include: employee engagement, utilization rates, and career mobility, illustrating the tangible benefits derived from its adoption).

We then jump into organizational culture and Michael underscores its critical role as the essence and DNA of Mastercard. He outlines the company's approach to fostering a strong culture aligned with its purpose and mission, emphasizing values like decency and transparency. Michael elaborates on the Mastercard way, a framework comprising pillars of creating value, growing together, and moving fast, which are embedded into various aspects of the organization, including recruitment and performance management. Additionally, he discusses the development of a culture health index, demonstrating the company's commitment to monitoring and nurturing its culture at all levels, from the frontline to the boardroom.

We also cover key principles guiding his leadership philosophy, emphasizing trust, adaptability, and the importance of letting go, at times, to foster shared accountability. Drawing from his experience as a school teacher and various mentors throughout his career, he highlights the significance of feedback and learning as essential components of effective leadership. Additionally, he touches on the discipline of effective communication, stressing the enduring impact of written language and the importance of clarity and precision in conveying messages.

Shifting the conversation to the role of AI in HR and organizational operations, Michael shares his insights into Mastercard's approach to integrating AI technologies. He discusses the widespread adoption of AI across product development, fraud detection, and customer care, highlighting its role in enhancing efficiency and productivity. We also discuss the importance of responsible AI practices, including human oversight in decision-making processes. Michael also explores the potential of AI in improving workplace satisfaction and well-being, illustrating initiatives such as integrating well-being reminders into daily workflows to promote mental health and work-life balance.

On that point, Michael rightfully feels that the beset way to address mental health and well-being in the workplace is to emphasize the importance of open communication and vulnerability, particularly among executive leadership, to de-stigmatize mental health issues. Through initiatives like the mental health champions program and holistic well-being seminars, Mastercard aims to provide comprehensive support to employees worldwide. Michael also highlights