Senior 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

Senior Specialist, HR Services

Overview
Are you passionate about delivering exceptional HR support in a fast-paced, global environment? Our Background Check team plays a critical role in ensuring compliance and smooth onboarding experiences for new hires across North America and Latin America & Caribbean (NAM/LAC). This team manages adjudications and work authorization processes, helping to uphold Mastercard’s commitment to integrity, confidentiality, and operational excellence.
As part of our HR Services function, you’ll be the first line of support for background check-related inquiries, ensuring timely and accurate resolution while delivering a priceless employee experience.

Role
In this role, you will:
• Manage background check adjudications for new hires across NAM/LAC, ensuring timely and compliant processing aligned with Mastercard policies and local regulations.
• Review and validate work authorization documentation, partnering with internal stakeholders to ensure all employees are authorized to work in their respective countries.
• Respond to employee and stakeholder inquiries related to background checks and work authorization with professionalism, empathy, and accuracy.
• Maintain strict confidentiality of sensitive personal data in accordance with HIPAA and Mastercard’s data privacy standards.
• Ensure audit readiness by maintaining accurate records and following established approval workflows.
• Collaborate cross-functionally with Talent Acquisition, Legal, and Compliance teams to resolve complex cases and improve processes.

Key Performance Indicators
• Adjudication Accuracy Rate - Percentage of background check adjudications completed without errors, ensuring compliance with Mastercard policies and local regulations.
• Work Authorization Compliance - Rate of verified and compliant work authorization documentation for NAM/LAC new hires, with zero tolerance for missed deadlines or non-compliance.
• Inquiry Resolution SLA Adherence - Percentage of inquiries resolved within defined service level agreements (SLAs), with emphasis on quality and empathy in communication.
• Process Improvement Contributions - Number of documented process enhancements or automation suggestions implemented that improve efficiency, accuracy, or employee experience.
• Stakeholder Satisfaction Score - Feedback from Talent Acquisition, Legal, and HR partners on responsiveness, expertise, and collaboration—measured via quarterly surveys or pulse checks.
• Audit Preparedness & Findings - Readiness for internal/external audits with minimal or no findings related to background checks or work authorization documentation.
• Mentorship & Knowledge Sharing - Participation in onboarding, training, or mentoring junior team members; contribution to documentation or best practices that elevate team capability.
• Escalation Handling Effectiveness - Success rate in resolving complex or escalated cases independently or in collaboration with cross-functional teams.

All About You
You’re a detail-oriented HR professional who thrives in a service-driven environment. You bring:
• A strong sense of confidentiality and discretion, especially when handling sensitive employee data.
• Experience in HR operations, preferably in a global or regional capacity, with a focus on onboarding, compliance, or background checks.
• Excellent communication skills, both written and verbal, with the ability to explain complex processes clearly and empathetically.
• A customer-first mindset, with a passion for resolving inquiries and delivering high-quality support.
• Strong organizational skills and the ability to manage multiple tasks and priorities simultaneously.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook); experience with HR systems is a plus.
• A commitment to accuracy and attention to detail, ensuring every transaction meets compliance and quality standards.

Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate f