Title and Summary

Senior Specialist, HR Services (GBSC)

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:
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
• 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:
Professionally, efficiently, and accurately, respond to HR inquiries across a breadth of functional areas. Responses must be made in a timely manner with a high level of customer service orientation in accordance with established Service Level Agreements (SLA's). Topic areas span the spectrum of an employee's life cycle including resourcing and recruitment, reward, performance management, recognition (rewards/promotion), payroll, benefits, and terminations.

Escalate in-scope, complex cases to Tier 2 or subject matter experts (SME) with appropriate and complete documentation on work performed to date with follow-through until issue is adequately resolved.

• Resolve complex issues regarding HR inquiries, and where possible, work with HRIS team to implement preventative solutions.
• Complete simple to complex special projects, as needed.
• Interact with internal (COEs, HR Field teams) to obtain needed information to manage work to completion.
• Support higher complexity/level transaction processing including organization changes, supervisory organization changes, job changes, international assignments, etc.....
• Train new HR Tier 1 People Services staff.
• Provide support and guidance to other members on the team.
• Provide advanced technical support through research, analysis, and resolution of customer issues.
• Ensure audit compliance through transaction processing and approval flows.
• Manage confidential data in a professional manner and according to Mastercard confidentiality requirements.
• Independently identify process improvements and participate in the implementation of improvements.
• With little supervision, modify, adapt, and develop new processes as appropriate to address specific issues related to transaction processing.
• Contribute information to build the AskPeopleServices knowledgebase and develop user-experience documentation (How To documents).
• Operate in partnership with HR teams and colleagues across all regions to ensure the effective delivery of HR support and HR systems related actions.

All About You:
• Must be fluent in English (verbal and written)
• 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 problem solving and troubleshooting skills
• Broad knowledge of HR concepts and terminology
• Strong emphasis on customer service
• High level of accuracy and attention to detail
• Work effectively in dynamic, time-sensitive, high-volume environment
• Collaborative - team oriented
• Professional demeanor
• Ability to work with minimal supervision
• Strong time management and organizational skills
• Ability to follow policies and procedures
• Results-oriented, strong follow-through skills
• Excellent communication skills, ability to explain processes and policies effectively
• 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, and
• Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.