Manager, GBSC P&C Operations

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

Manager, GBSC P&C Operations

The GBSC People and Capabilities Operations team is looking for a Manager to drive our customer experience strategy forward by consistently innovating and problem-solving. The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset.
• 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.
• This position will provide P&C support to all employees across a breadth of functional areas, with a high degree of customer satisfaction, expertise, and timeliness. Support includes first contact case resolution utilizing the Knowledgebase and general understanding of P&C policies/programs Accountable for first line support and providing an exceptional customer experience for employees in connection with P&C services
• Works to enable P&C processes through technology and service centers
• Responsible for process excellence and continuous transformational improvements
• This includes ensuring employee-related records are accurate, accessible and appropriately secure
Role
• Manages a team of individuals, some of which could be in a different location and/or timezone
• Interfaces with internal and external resources (vendors) to obtain needed information to execute service delivery improvements and transaction processing
• Oversees and validates root cause analysis and trouble-shooting of service delivery center
• Responds to escalated P&C inquiries and partners with HRIS team to implement needed preventative solutions
• Responds to escalated issues in a timely and appropriate manner and escalates as appropriate
• Partner with peers in the P&C Operations Community and People Business Partners to support workload, sharing/transfer of knowledge and increase understanding of P&C issues.
All About You
The ideal candidate for this position:
• 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.
• Have experience overseeing team operations and optimizing product delivery, delegating procedural improvements and system improvements
• Work effectively in an agile, dynamic, time-sensitive, high volume environment
• Demonstrate success when delivering consistently accurate, clear and telling monthly reports for PBPs and COE leaders
• Maintain and deliver on service improvement expectations and agreements
• Demonstrate success 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 comes with an inherent risk to the organization and 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, and
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and 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, and

• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.