Associate Specialist, HR Services

Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential. Title and Summary Associate Specialist, HR Services 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 • The position for, Associate 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: 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 • Provide administrative support for involuntary terminations creating separation agreements, coordinating logistics and ensuring the termination is entered timely and accurately into HR system of record. • Maintain creation of newly created positions and job requisitions, ensuring SLAs are adhered to as well as key data elements are verified and entered into HR system of record. • Support full employee life cycle, streamlining manager and HR actions by providing guidance and ensuring adherence to processes through workflows and audit requirements. • Use case management system to document, track and log inquiry resolutions. • Meet or exceed individual daily productivity measures with case and call volumes. • Work various work shifts (Days and evenings) to support global case and call volumes • Escalates in-scope, complex cases to Subject Matter Expert or Tier 2 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 U.S HIPAA rules and MasterCard confidentiality requirements • Ensures audit compliance through transaction processing and approval flows • Responds to systems issues and applies judgement when to escalate issues up to senior colleagues and conducts ad hoc research as needed to support team • Assists with the identification of process improvements and, with guidance, participates in the implementation of improvements • Promotes employee self-service to reduce call and case volume in the future • Performs ongoing documentation and procedures maintenance as required • Complete simple to moderately complex special projects, as needed • Resolve simple to moderately complex issues regarding inquiries, and where possible, assist with finding solutions • Contributes ideas and actions towards the continuous improvement of Helpdesk related proc ... (truncated, view full listing at source)