Senior Specialist, HR Services (Benefits) Support Global Benefits

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

Senior Specialist, HR Services (Benefits) Support Global Benefits

Please note that internally, the title for this role is Senior Specialist, HR Program Management.

Overview

People Services is a part of Mastercard’s Global Business Services Center (GBSC) HR shared service center and is responsible for ensuring support in resolving employee’s HR inquiries and supporting HR 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, Senior Specialist, HR Services will provide Tier 2 Benefit support to all employees across North America and other regions, with a high degree of customer satisfaction, expertise, and timeliness. The role is based in O’Fallon, MO and will support multiple regions.

Support includes handling more advanced and complex inquiries utilizing the HR Knowledgebase and liaising with external vendors on the benefits 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

• Professionally, efficiently, and accurately, respond to HR benefits inquiries
• Provide Tier-2 resolutions to employee’s queries received via AskPeopleServices
• Manage partnership of benefits vendors and insurance brokers to ensure consistent quality, delivery, compliance with SLA and cost effectiveness
• Partner with benefit vendors and insurance brokers to administer benefit plans for all employees across multiple regions supporting Global Benefits Team
• Partner with benefit vendors, validated vendors’ bills/invoices in accordance to contractual terms and oversee the processing of monthly payments all benefits programs, including reconciliations of employee census
•Responses made in a timely manner with a high level of customer service orientation in accordance with established Service Level Agreements (SLA’s)
• Provide high touch employee service that meets expected service levels and business performance goals.
• Interact with internal (COEs, HR Field teams) to obtain needed information to manage work to completion as well as training others within and outside the department on benefit related items
• Ensure audit compliance through working weekly discrepancy reports
• Manage confidential data in a professional manner and according to HIPPA rules and MasterCard confidentiality requirements
• Contribute information to build the AskHR knowledgebase and develop user-experience documentation (How To documents).
• Operate in partnership with HR teams and colleagues across all regions to ensure the consistent and effective delivery of HR support and HR systems related actions.
• Develop knowledge, skills, and understanding of the region / country it supports by participating in knowledge sharing activities with other members of the team.
• Perform detailed root cause analysis and troubleshooting regarding HR inquiries and where possible, work with HRIS team to implement preventative solutions
• Responsible for overall benefit administration of plans


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, ti