Title and Summary

Manager, HR Services (GBSC - Service Desk Operations)

PLEASE NOTE: As Mastercard is a global company, we sometimes have team members from outside of the location listed on this posting that are reviewing submitted applications.

Please attach a copy of your resume in English to expedite the screening process.

Overview:
Mastercard is a global technology company in the payments industry. Our mission is 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. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

The Service Desk Operations team within our Global Business Services Center (GBSC) is looking for a Manager to support day to day operations with oversight of front-line service channels related to Human Resources. This role has been created to add depth to the organization in order to advance key strategic projects and improvements. The GBSC is Mastercard's shared services organization supporting business in all countries and business units. Our mission is to add value to our partners and serve our customers by delivering operational excellence, enhanced customer experiences and focused business results. The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and possesses an improvement mindset.

Role:
In this people manager position, you will:
• Co-Lead the function with leaders in other regions.
• Formally supervise and coaches a team of Service Desk Specialists located across the globe.
• Lead omni-channel strategy delivering support through case management, call center response, chat, escalation paths and continuously optimizes self-service capabilities.
• Oversees KPIs and resource capacity analysis to regularly builds and deploys staffing and process recommendations.
• Enforces knowledge base documentation essential for quality operations.
• Supervises quality review processes to drive service improvement.
• Leverages position within the employee value chain to provide business insights and determine first touch resolution, self-service, and other innovate customer strategies.
• Partner to deploy technology including a case management solution, IVR call center platform and other emerging technology.

All About You:
• Must be fluent in English (verbal and written)
• Track record of leading teams as a people manager or in similar leadership capacity.
• Significant exposure to analyzing work for quality, productivity and timeliness.
• Advanced level of data-driven performance management and coaching
• Work effectively in a dynamic, time-sensitive, high volume service environment.
• Strong emphasis on customer service, problem solving and solutions.
• Self-Starter with ability to work in collaborative/team-oriented environment
• Operates in a professional manner that is responsive and flexible to cultural differences

Corporate Security Responsibility
Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and therefore, it is expected that the successful candidate for this position 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, and
• Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

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, and
• Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.