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:
The Global Business Solutions Center’s (GBSC) mission is to be the partner of choice with stakeholders across Mastercard, enabling business operations efficiency, productivity, and growth. With over 1,100 professionals delivering more than 200 solutions across 10 locations, the GBSC is a powerhouse of innovation and strategic partnerships that combines operational excellence with a vision of what’s next.

Our Customer Experience functions, including AskPeople Services, play a critical role to support GBSC’s value proposition by delivering front-line service and business enablement. The AskPeopleServices team operates across tier-1 HR service channels with a brand promise anchored in operational excellence and digital enablement. Additionally, this team is positioned within the Strategy, Enablement and Transformation vertical within GBSC to capitalize on synergies related to strategic enablement, data governance and project execution.

Role:
We are seeking a Senior Specialist to spearhead the transformation of our knowledge-centered services within GBSC AskPeople. This role will lead efforts to modernize inquiry management by embedding knowledge-centered practices, while also delivering accurate, timely, and customer-focused HR support with operational excellence across multiple channels.

Key Responsibilities
Inquiry Management & Service Delivery
• Respond professionally and efficiently to HR inquiries across the employee lifecycle (recruitment, reward, performance, payroll, benefits, terminations) while driving operational excellence in every interaction.
• Resolve complex issues and escalate cases to Tier 2 or SMEs with complete documentation and follow-through, ensuring processes align with standards.
• Support higher-complexity transactions such as organizational changes, job changes, and international assignments with a focus on accuracy and efficiency.
• Provide guidance and training to new team members and assist peers with advanced technical support.
• Ensure compliance with SLAs, KPIs, and audit requirements while maintaining confidentiality standards and continuously improving service delivery practices.
Program Governance: Knowledge Centered Services (KCS) & Agent Tools
• Lead the team-wide initiative to transform the current knowledge base into articles aligned with KCS standards.
• Contribute to governance of KCS methodology, ensuring knowledge articles are accurate, current, and aligned with global standards.
• Partner with enablement teams to optimize agent tools (Workday Help, AI copilots, digital workflows) for case deflection and improved user experience.
• Monitor adherence to governance frameworks and participate in audits and performance reviews related to knowledge and tool usage.
Continuous Improvement & Digital Enablement
• Identify process improvement opportunities and support implementation of enhancements.
• Collaborate with HR COEs and technology teams to improve workflows and self-service capabilities.

All About You:
• Strong customer service orientation and ability to manage multiple tasks in a dynamic environment.
• Broad knowledge of HR concepts and terminology with advanced problem-solving skills.
• High level of accuracy, attention to detail, and ability to work independently.
• Excellent communication skills and proficiency in MS Office Suite; Workday experience preferred.
• Collaborative, results-oriented, and committed to continuous learning.

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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 for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your