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
All About Us
MasterCard is a technology company in the global payments business. We connect consumers, financial institutions, merchants, governments and businesses worldwide and enable them to use secure and convenient electronic forms of payment.
Join the industry’s most passionate, motivated & engaged global team - Our employees are encouraged to drive innovation every day in support of a more connected world – A World Beyond Cash.
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 program manager will provide HR support to all employees across a breadth of functional areas, with a high degree of customer satisfaction, expertise, and timeliness. Support includes first contact case resolution utilizing the HR Knowledgebase and general understanding of HR policies/programs.
• Have you supported a global HR operations function responding to and resolving employee inquiries?
• Do you have a continuous process improvement mindset?
• Have you supported an employee population resolving inquiries related to HR policies, processes, programs and systems?
• Do you have a passion for people?
• Are you motivated by solving inquiries with compassion and confidentiality?
• Are you an HR professional with high energy and commitment to responding quickly and accurately?
• Are you excellent with attention to detail and pride yourself on accuracy?
• Do you enjoy working in a fast-paced environment?
Role
* Support the standardization of Human Capital Processes as it relates to:
* Recruiting, Onboarding, Staffing Activity and Costs, Employee Engagement, Organization design, Evaluations of Promotions, Performance Management, Compensation, Rewards & Recognition, New Hire Process and Headcount Tracking
* Contribute to delivery and maintenance of HR initiatives specifically focusing on developing reports, performing data analysis, and providing recommendations to improve HR techniques or practices based upon trend analysis
* A successful candidate will have a focus on delivering accurate and actionable analytical tools, a strong commitment to privacy and professional ethics, a customer service orientation, and a flexible, entrepreneurial approach to solving problems
Customer Service
• Provides superior customer service according to the GBSC standards
• Operates in a professional manner that is responsive and flexible to cultural differences
• Performs at level that assists in attaining overall and team-level performance measure and goals
• Plans and organizes work so the Service Level Agreement objectives are realized
Relationship Management
• Maintains positive work relationships with members of other teams in the GBSC to communicate effectively and to ensure compliance with cross-team responsibilities
• Assists in establishing and maintaining strong, collaborative relationships with internal and external customers to identify additional ways to be of service and ensure customer satisfaction
Major Responsibilities
* Manage the ongoing maintenance of HR data in support of a large business division to ensure accuracy while tracking key metrics as it relates to human capital cost
* Proactively identify opportunities for organizational effectiveness and make recommendations to management based on data analysis
* Manage monthly and quarterly headcount reporting and auditing by partnering with finance, HRBPs and management teams
* Work in partnership with HRIS team to create efficiency and automation in support of the Workday system while ensuring the highest quality of data integrity and establishing standard processes
* Support and drive timely implementation of key HR initiatives such as organization design, talent acquisition, management and development and compensation planning
* Support the talent planning process by compiling and organizing succession planning data to establish current bench strength baseline and to assess improvement of bench strength over time, companywide and by business
* Partner with peers in the HR Operations Community and HR Business Partners to support workload, sharing/transfer of knowledge and increase understanding of HR issues.
All about You
• 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.