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
Manager, HR Services
Overview
Manager, HR Services is responsible for leading and optimizing HR service delivery for our stakeholders. This role requires strong collaboration with internal HR teams and external vendors to ensure efficient transaction processing, issue resolution, and continuous improvement. The ideal candidate will bring a strategic and operationally focused mindset, along with a data-driven approach to managing HR services.
Role
- Stakeholder Collaboration: Interfaces with internal COEs, People and Capability partners, and external vendors to gather information and drive service delivery improvements.
- Issue Management: Oversees root cause analysis and troubleshooting of service delivery issues; responds to escalated HR inquiries and partner cross-functionally to implement preventative solutions.
- Data Integrity: Resolves system audit discrepancies and investigates data trends to identify actionable recommendations.
- Capacity Planning: Manages forecasting and develops capacity plans for current and future workloads.
- Analytics & Reporting: Directs implementation of analytic tools to optimize service delivery; delivers reports for monthly and quarterly meetings with GBSC leadership and COEs.
- Escalation Handling: Responds to recurring issues in a timely and appropriate manner; exercises judgment in escalating and resolving complex problems.
Experience
- Proven experience managing HR operations, service delivery, or shared services in a complex, global environment.
- Demonstrated success in leading cross-functional teams and collaborating with internal and external stakeholders.
- Strong analytical skills with experience in data trend analysis, audit resolution, and reporting.
- Experience with HRIS systems and tools, including troubleshooting and implementing preventative solutions. Workday is a pluss.
- Background in capacity planning, workload forecasting, and resource optimization.
- Ability to manage escalations effectively and implement long-term solutions to recurring issues.
- Familiarity with implementing analytic tools and dashboards to support HR service delivery.
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.