Job
Description
The GBSC (Global Business Services Center) People and Capabilities (PC) Operations team is looking for a Manager to drive our customer experience strategy forward through continuous innovation and problem-solving. We're seeking an individual who is passionate about the customer journey, highly motivated, intellectually curious, analytical, and possesses a strong entrepreneurial mindset. Our team members are strategically located across the globe to provide superior customer service to our employees, ensuring alignment with diverse time zones and language differences. This position is crucial for delivering comprehensive PC support to all employees across various functional areas, consistently ensuring a high degree of customer satisfaction, expertise, and timeliness. This includes first-contact case resolution using our Knowledgebase and a solid understanding of PC policies and programs. You'll be accountable for providing exceptional first-line support and an outstanding customer experience for employees engaging with PC services. You'll also work to enable PC processes through technology and service centers and be responsible for process excellence and continuous transformational improvements, including ensuring employee-related records are accurate, accessible, and appropriately secure. Role: As the Manager, GBSC PC Operations, you will: Manage a team of individuals, potentially across different locations and/or time zones. Interface with internal and external resources (vendors) to gather necessary information for executing service delivery improvements and transaction processing. Oversee and validate root cause analysis and troubleshooting within the service delivery center. Respond to escalated PC inquiries and partner with the HRIS team to implement necessary preventative solutions. Address escalated issues in a timely and appropriate manner, escalating further as needed. Partner with peers in the PC Operations Community and People Business Partners to support workload, facilitate knowledge sharing and transfer, and deepen understanding of PC issues. All About You: The ideal candidate for this position will be: A highly organized, articulate individual who excels at developing and maintaining excellent working relationships and consistently delivering customer satisfaction. Capable of managing multiple tasks simultaneously, a skill acquired through previous experience in a related field. Experienced in overseeing team operations and optimizing product delivery, including delegating procedural and system improvements. Able to work effectively in an agile, dynamic, time-sensitive, high-volume environment. Successful in delivering consistently accurate, clear, and insightful monthly reports for People Business Partners (PBPs) and Center of Excellence (COE) leaders. Adept at maintaining and delivering on service improvement expectations and agreements. Successful in identifying and reporting on areas for potential process improvement. Corporate Security Responsibility : Every person working for, or on behalf of, Mastercard, is responsible for information security. All activities involving access to Mastercard assets, information, and networks come with an inherent risk to the organization. Therefore, it is expected that the successful candidate for this position must: Abide by Mastercard's security policies and practices. Ensure the confidentiality and integrity of the information being accessed. Report any suspected information security violation or breach. Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.
