Senior Specialist, HR Services

About Mastercard and the Role

Mastercard operates in over 200 countries, empowering economies and individuals through secure, smart digital payment solutions. The company combines technology, innovation, partnerships, and extensive networks to offer a broad portfolio of products and services that enable people, businesses, and governments to achieve their full potential.

The Senior Specialist, HR Services position is part of Mastercard’s Global Business Services Center (GBSC) HR shared service team, called People Services. This team provides support to employees worldwide by addressing HR queries and facilitating HR programs across many functional areas. The role demands responsiveness, customer focus, and expertise to maintain high satisfaction levels.

Key Responsibilities

• Deliver professional and accurate responses to HR inquiries covering a wide range of topics including recruitment, visa issuance and renewal, employee relations, compensation and rewards, internal mobility, performance management, payroll, benefits, and employee separations.
• Escalate complex or specialized cases to Tier 2 or subject matter experts with full documentation and follow-up to resolution.
• Tackle complex HR issues, collaborating with HRIS teams to develop preventative measures when applicable.
• Manage special projects of varying complexity as required.
• Coordinate with internal HR centers of excellence and field teams to gather necessary information and ensure completion of tasks.
• Support advanced transaction processing related to organizational changes, supervisory adjustments, job changes, and international assignments.
• Provide training and mentorship to newly onboarded Tier 1 People Services staff, and assist team members with technical guidance.
• Ensure adherence to audit requirements through proper processing and approval workflows.
• Handle confidential employee data professionally, complying with HIPPA and Mastercard confidentiality standards.
• Identify and lead process improvements independently, adapting and designing new workflows as needed.
• Contribute to the development of knowledgebase articles and user documentation to enhance HR service delivery.
• Work collaboratively with global HR teams to ensure consistent, effective support and to respect cultural differences and legal compliance across geographies.
• Continuously enhance knowledge of supported regions and countries through team knowledge sharing.

Candidate Profile

• Fluent in English, both spoken and written.
• Highly organized and detail-oriented with excellent relationship-building skills geared towards customer satisfaction.
• Proven ability to manage multiple priorities simultaneously in a high-volume, fast-paced environment.
• Strong problem-solving and troubleshooting capabilities.
• Solid understanding of HR concepts, terminology, and processes.
• Customer service focused with a professional and collaborative attitude.
• Capable of working with minimal supervision while adhering to policies and procedures.
• Excellent time management and communication skills, able to clearly explain HR policies and procedures.
• Proficient with Microsoft Office tools such as Excel, Word, and Outlook; experience with Workday is advantageous.

Corporate Security Responsibilities

• Adhere strictly to Mastercard’s security policies and practices.
• Maintain confidentiality and integrity of accessed information.
• Report any suspected security violations promptly.
• Complete mandatory security training as required.