The Global Business Services Center (GBSC) at Mastercard is our shared services organization, dedicated to supporting all business units and countries. As an Associate Specialist, HR Services, you'll be a vital part of this team, ensuring seamless support for employees across a wide range of functional areas globally. We're committed to providing superior customer service, aligning with various time zones and language differences through our global team.
In this role, you'll provide support throughout the entire employee lifecycle, from interview scheduling to the end of employment. This includes first-contact resolution for inquiries, leveraging our Knowledge Base, and applying a general understanding of Mastercard's policies and programs. You'll be instrumental in handling inbound inquiries, issues, and requests from both internal and external customers via multiple communication channels (email, phone, chat), all while striving to meet or exceed team targets and KPIs. Your contributions will also support our ongoing operational excellence and continuous improvement initiatives.
Role:
As an Associate Specialist, HR Services, your key responsibilities will include:
Issue Resolution & Case Management:
- Resolving Inquiries: Providing timely resolutions for Mastercard employee inquiries, as well as those from external customers and suppliers, with a goal of first-contact resolution.
- Multi-channel Support: Responding to customer emails, chats, and phone calls promptly.
- Employee Lifecycle Support: Supporting the full employee lifecycle, streamlining manager and HR actions by offering guidance and ensuring adherence to processes through workflows and audit requirements.
- Documentation: Utilizing our case management system to document, track, and log inquiry resolutions.
- Productivity: Meeting or exceeding individual daily productivity measures for case and call volumes.
- Global Coverage: Working various shifts (days and evenings) to effectively support global case and call volumes.
- Escalation: Escalating in-scope, complex cases to Subject Matter Experts or Tier 2 when appropriate, ensuring complete documentation of work performed and following through until adequate resolution.
- Confidentiality: Managing confidential data professionally and in strict accordance with U.S. HIPAA rules and Mastercard confidentiality requirements.
- Audit Compliance: Ensuring audit compliance through diligent transaction processing and approval flows.
- System Issues: Responding to system issues, applying judgment on when to escalate to senior colleagues, and conducting ad hoc research as needed to support the team.
- Process Improvement: Assisting with the identification of process improvements and, with guidance, participating in their implementation.
- Self-Service Promotion: Promoting employee self-service to help reduce future call and case volumes.
- Documentation Maintenance: Performing ongoing documentation and procedures maintenance as required.
- Special Projects: Completing simple to moderately complex special projects as needed.
- Problem-Solving: Resolving simple to moderately complex issues regarding inquiries and, where possible, assisting with finding solutions.
- Continuous Improvement: Contributing ideas and actions towards the continuous improvement of Helpdesk-related processes.
- Training Support: Assisting with the training of new hires and adapting to changing programs and business processes.
- Knowledge Base Expertise: Demonstrating comprehensive knowledge of the Knowledge Base tool, relevant data tools, and operations processes.
- System Feedback: Conducting stress tests for the Knowledge Base tool and providing valuable feedback for system improvements.
Customer Service:
- Superior Service: Providing superior customer service in line with GBSC standards.
- Professionalism: Operating in a professional manner that is responsive and flexible to cultural differences.
- Performance Goals: Performing at a level that contributes to attaining overall and team-level performance measures and goals.
- Work Planning: Planning and organizing work effectively to ensure Service Level Agreement objectives are realized.
Relationship Management:
- Internal Collaboration: Maintaining positive working relationships with members of other GBSC teams to communicate effectively and ensure compliance with cross-team responsibilities.
- Customer Relations: Assisting in establishing and maintaining strong, collaborative relationships with internal and external customers to identify additional ways to be of service and ensure customer satisfaction.
Education & Experience:
- Experience performing daily transactions; exposure to analyzing work for quality, productivity, and timeliness.
- Experience suggesting process improvement activities.
- Experience in a shared services or internal service delivery role is preferred.
Skills :
- A highly organized, articulate individual who knows how to develop and maintain excellent working relationships while ensuring customer satisfaction.
- Ability to manage multiple tasks simultaneously, acquired through previous experience in a related field.
- Strong emphasis on customer service with robust 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.
- Ability to work effectively in a dynamic, time-sensitive, high-volume environment.
- Ability to work with minimal supervision and a collaborative/team-oriented approach.
- Working knowledge and use of office productivity tools (i.e., MS Outlook, MS Word) preferred.
- Excellent MS Office Suite Skills: Excel, Word, and Outlook are essential.
- Workday experience is a must.
- Ability to support employment contract creation.
- Ability to support interview scheduling.
