Associate Specialist, HR Services Job at Mastercard (Bogota)

Job Description

The Global Business Services Center (GBSC) is Mastercard's shared services organization supporting the business in all countries and business units. This position is responsible for ensuring support in resolving inquiries across a breadth of functional areas and supporting programs and processes on a global basis. The organization has team members in several locations throughout the world to provide superior customer service to our employees and align with time zones and language differences. The position for, Associate Specialist, People & Capability Shared Services, will provide support to all employees across a breadth of functional areas, with a high degree of customer satisfaction, expertise, and timeliness. The role supports the employee life cycle from interview scheduling through end of employment. Support includes first contact case resolution utilizing the Knowledgebase and general understanding of Mastercard's policies/programs.

Job Responsibility

Providing support for all inbound inquiries globally, issues and requests from internal and external customers through several communication channels (email, phone, chat)
Ensuring team targets and KPIs are met and/or exceeded
Supports operational excellence and continuous improvement initiatives
Provides resolution for Mastercard employee related inquiries, external customers and suppliers
Responds to customer emails, chats and phone calls in a timely manner with a goal to resolve within first contact
Provide administrative support for involuntary terminations creating separation agreements, coordinating logistics and ensuring the termination is entered timely and accurately into HR system of record
Maintain creation of newly created positions and job requisitions, ensuring SLAs are adhered to as well as key data elements are verified and entered into HR system of record
Support full employee life cycle, streamlining manager and HR actions by providing guidance and ensuring adherence to processes through workflows and audit requirements
Use case management system to document, track and log inquiry resolutions
Meet or exceed individual daily productivity measures with case and call volumes
Work various work shifts (Days and evenings) to support global case and call volumes
Escalates in-scope, complex cases to Subject Matter Expert or Tier 2 when appropriate, with complete documentation on work performed to date, following through on issue until adequately resolved
Manages confidential data in a professional manner and according to U.S HIPAA rules and MasterCard confidentiality requirements
Ensures audit compliance through transaction processing and approval flows
Responds to systems issues and applies judgement when to escalate issues up to senior colleagues and conducts ad hoc research as needed to support team
Assists with the identification of process improvements and, with guidance, participates in the implementation of improvements
Promotes employee self-service to reduce call and case volume in the future
Performs ongoing documentation and procedures maintenance as required
Complete simple to moderately complex special projects, as needed
Resolve simple to moderately complex issues regarding inquiries, and where possible, assist with finding solutions
Contributes ideas and actions towards the continuous improvement of Helpdesk related processes
Assists with training of new hires and changing programs and business processes
Demonstrates comprehensive knowledge of the Knowledge Base tool, relevant data tools and operations processes
Conducts stress tests for 'the Knowledge Base' tool and provides feedback for system improvements
Provides superior customer service according to the GBSC standards
Operates in a professional manner that is responsive and flexible to cultural differences
Performs at level that assists in attaining overall and team-level performance measure and goals
Plans and organizes work so the Service Level Agreement objectives are realized
Maintains positive work relationships with members of other teams in the GBSC to communicate effectively and to ensure compliance with cross-team responsibilities
Assists in establishing and maintaining strong, collaborative relationships with internal and external customers to identify additional ways to be of service and ensure customer satisfaction

Requirements

Experience performing daily transactions
exposure to analyzing work for quality, productivity and timeliness
Experience suggesting process improvement activities
Experience in shared services or internal service delivery role preferred
A highly organized, articulate individual who knows how to develop and maintain excellent working relationships as well as providing customer satisfaction as needed
Ability to manage multiple tasks simultaneously acquired through previous experience in related field
Strong emphasis on customer service with strong problem solving and troubleshooting skills
Demonstrates a high degree of comfort navigating multi-channel communication platforms and sites
High level of accuracy and attention to detail
Work effectively in dynamic, time-sensitive, high volume environment
Ability to work with minimal supervision and is collaborative/team-oriented
Working knowledge and use of office productivity tools (i.e., MS Outlook, MS Word) preferred
Excellent MS Office Suite Skills: Excel, Word, and Outlook
Workday experience a plus
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

Nice to have

Experience in shared services or internal service delivery role preferred
Working knowledge and use of office productivity tools (i.e., MS Outlook, MS Word) preferred
Workday experience a plus

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Associate Specialist, HR Services

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