Associate Specialist, HR Services

About the company

Mastercard operates across more than 200 countries and territories, enabling secure and simple digital payments while supporting a more inclusive and sustainable economy. Its global network, technology, partnerships, and products are designed to help people, businesses, and governments reach their potential.

Role overview

The Associate Specialist in HR Services is part of Mastercard’s Global Business Services Center HR shared services team. This role focuses on handling employee HR queries, supporting HR programs and processes globally, and delivering accurate, timely service with strong customer focus.

What the role involves

• Respond to HR-related questions from employees across multiple functional areas with speed, accuracy, and professionalism while meeting service level expectations.
• Handle topics across the employee lifecycle, including hiring and resourcing, visa support and renewals, employee relations, rewards, internal mobility, performance management, recognition, payroll, benefits, and exits.
• Route complex or out-of-scope cases to Tier 2 teams or subject matter experts with clear documentation and continued follow-up until resolution.
• Troubleshoot and resolve difficult HR issues, and partner with the HRIS team to help prevent repeat problems where possible.
• Take on simple as well as more complex special assignments when needed.
• Coordinate with internal teams such as Centers of Excellence and HR field teams to gather information and close requests.
• Support advanced transaction work such as organizational changes, supervisory structure changes, job changes, and international assignments.
• Help onboard and train new Tier 1 People Services colleagues and provide guidance to teammates.
• Research customer issues, analyze root causes, and deliver technical support to resolve problems.
• Maintain audit readiness through correct transaction handling and approval workflows.
• Protect sensitive data and work in line with confidentiality expectations and HIPPA-related requirements.
• Identify opportunities to improve processes, contribute to improvements, and help adapt or create new transaction procedures when needed.
• Contribute content for the AskHR knowledge base and user-friendly how-to documentation.
• Work closely with HR teams across regions to ensure consistent service and HR system support.
• Operate with awareness of cultural differences and local legal, ethical, and jurisdictional requirements.
• Build regional and country knowledge through team knowledge-sharing activities.

Candidate profile

The ideal candidate is an organized HR professional with strong communication skills, a customer-first mindset, excellent attention to detail, and the ability to manage several tasks in a fast-paced environment. The role suits someone who is proactive, collaborative, and comfortable working with limited supervision.

Skills and tools

This role requires solid HR operations knowledge, strong English communication, problem-solving ability, careful data handling, and confidence with Microsoft Office tools. Experience with Workday is a plus.

Security and compliance

Anyone handling Mastercard systems, data, or assets is expected to follow the company’s security rules, protect information integrity and confidentiality, report suspected breaches, and complete required security training on time.

All about you

• Strong spoken and written English.
• Excellent relationship-building and customer service ability.
• Experience handling multiple tasks at the same time.
• Good problem-solving and troubleshooting skills.
• Working knowledge of HR concepts and terminology.
• High accuracy and close attention to detail.
• Ability to perform well in a high-volume, time-sensitive environment.
• Team-oriented and collaborative approach.
• Professional demeanor and self-management.
• Capable of working with minimal supervision.
• Strong organization and time-management skills.
• Comfortable following policies and procedures consistently.
• Results-driven with strong follow-through.
• Able to explain HR policies and processes clearly.
• Proficient with Excel, Word, and Outlook.
• Workday knowledge is beneficial.

Other notes

The role is based in the Pune/Pimpri-Chinchwad area and is a full-time onsite position.