Our Purpose

　　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.

　　Title and Summary

　　Specialist, HR Services

　　The Global Business Services Center (GBSC) is Mastercard's shared services organization supporting the business in all countries and business units. This position is responsible for ensuring support in resolving inquiries across a breadth of functional areas and supporting programs and processes on a global basis.

　　• The organization has team members in several locations throughout the world to provide superior customer service to our employees and align with time zones and language differences

　　• The position for Specialist, People & Capability Shared Services will provide support to all employees across a breadth of functional areas, with a high degree of customer satisfaction, expertise, and timeliness. The role supports the employee life cycle from interview scheduling through end of employment. Support includes first contact case resolution utilizing the Knowledgebase and general understanding of Mastercard's policies/programs

　　• Providing support for all inbound inquiries globally, issues and requests from internal and external customers through several communication channels (email, phone, chat)

　　• Ensuring team targets and KPIs are met and/or exceeded

　　• Supports operational excellence and continuous improvement initiatives

　　Role

　　Position Management

　　• The position management team will be responsible for the ongoing review and management of position and requisition data in Workday to ensure accuracy and completeness

　　• Collaborate with People Managers to review all newly created positions and requisitions ensuring accuracy and completeness within defined SLAs

　　• Support People Managers and People Business Partners to process internal career moves

　　• Work closely with stakeholders across People & Capability, Finance and Legal to ensure compliance with different programs

　　• Ensure position data is kept accurate on an ongoing basis

　　• Support ongoing requests to update position and requisition data in Workday

　　Issue Resolution & Case Management

　　• Provides resolution for Mastercard employee related inquiries, external customers and suppliers

　　• Responds to customer emails, chats and phone calls in a timely manner with a goal to resolve within first contact

　　• Uses case management system to document, track and log inquiry resolutions.

　　• Work various work shifts (Days and evenings) to support global case and call volumes

　　• Escalates in-scope, complex cases when appropriate, with complete documentation on work performed to date, following through on issue until adequately resolved.

　　• Manages confidential data in a professional manner and according to HIPAA rules and MasterCard confidentiality requirements

　　• Ensures audit compliance through transaction processing and approval flows

　　• Performs detailed root cause analysis and troubleshooting regarding inquiries and where possible, works with the System teams to implement preventative solutions

　　• Proactively identifies opportunities and assesses improvements to the employee experience and with guidance, partners with management to develop and implement innovative and lasting solutions.

　　• Promotes employee self-service to reduce call and case volume in the future

　　• Performs ongoing documentation and procedures maintenance as required

　　• Completes simple to complex special projects, as needed.

　　• Resolves complex issues regarding inquiries, and when appropriate, works with the appropriate Systems teams to implement preventative solutions.

　　• Contributes ideas and actions towards the continuous improvement of Helpdesk related processes

　　• Inputs and reviews data for accuracy within "the Knowledge Base" tool

　　• Leads the user acceptance testing for system updates and integrations that could impact the team.

　　• Becomes a subject matter expert for the team, assisting with in-scope, complex cases, by providing support, guidance, and advanced technical support through research, analysis, and resolution of customer issues.

　　• Assists Lead or Manager with reporting

　　Customer Service

　　• Provides superior customer service according to the GBSC standards

　　• Operates in a professional manner that is responsive and flexible to cultural differences

　　• Performs at level that supports the team in attaining overall and team-level performance measure and goals

　　• Plans and organizes work so the Service Level Agreement objectives are realized

　　Relationship Management

　　• Maintains positive work relationships with members of other teams in the GBSC to communicate effectively and to ensure compliance with cross-team responsibilities

　　• Develops new collaborative relationships with internal and external customers and matures and maintains strong, collaborative relationships with established customers to identify additional ways to be of service and ensure customer satisfaction

　　All About You

　　Education & Experience:

　　• Experience performing daily transactions; exposure to analyzing work for quality, productivity and timeliness

　　• Experience suggesting process improvement activities

　　• Experience in shared services or internal service delivery role preferred

　　Skills:

　　• A highly organized, articulate individual who knows how to develop and maintain excellent working relationships as well as providing customer satisfaction as needed

　　• Ability to manage multiple tasks simultaneously acquired through previous experience in related field

　　• Strong emphasis on customer service with strong problem solving and troubleshooting skills

　　• Demonstrates a high degree of comfort navigating multi-channel communication platforms and sites

　　• High level of accuracy and attention to detail

　　• Work effectively in dynamic, time-sensitive, high volume environment

　　• Ability to work with minimal supervision and is collaborative/team-oriented

　　• Working knowledge and use of office productivity tools (i.e., MS Outlook, MS Word) preferred

　　• Excellent MS Office Suite Skills: Excel, Word, and Outlook

　　• Workday experience a plus

　　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, andComplete all periodic mandatory security trainings in accordance with Mastercard's guidelines.