Job Description

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
Senior Specialist, GBSC AskPeople Services
Senior Specialist, GBSC AskPeople Services
Who is Mastercard?
Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.
Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.
Overview
The Global Business Solutions Center's (GBSC) mission is to be the partner of choice with stakeholders across Mastercard, enabling business operations efficiency, productivity, and growth. With over 1,100 professionals delivering more than 200 solutions across 10 locations, the GBSC is a powerhouse of innovation and strategic partnerships that combines operational excellence with a vision of what's next.
Our Customer Experience functions, including AskPeople Services, play a critical role to support GBSC's value proposition by delivering front-line service and business enablement. The AskPeopleServices team operates across tier-1 HR service channels with a brand promise anchored in operational excellence and digital enablement. Additionally, this team is positioned within the Strategy, Enablement and Transformation vertical within GBSC to capitalize on synergies related to strategic enablement, data governance and project execution.
Role Purpose
We are seeking a Senior Specialist to spearhead the transformation of our knowledge-centered services within GBSC AskPeople. This role will lead efforts to modernize inquiry management by embedding knowledge-centered practices, while also delivering accurate, timely, and customer-focused HR support with operational excellence across multiple channels.
Key Responsibilities
Inquiry Management & Service Delivery

• Respond professionally and efficiently to HR inquiries across the employee lifecycle (recruitment, reward, performance, payroll, benefits, terminations) while driving operational excellence in every interaction.
• Resolve complex issues and escalate cases to Tier 2 or SMEs with complete documentation and follow-through, ensuring processes align with standards.
• Support higher-complexity transactions such as organizational changes, job changes, and international assignments with a focus on accuracy and efficiency.
• Provide guidance and training to new team members and assist peers with advanced technical support.
• Ensure compliance with SLAs, KPIs, and audit requirements while maintaining confidentiality standards and continuously improving service delivery practices.

Program Governance: Knowledge Centered Services (KCS) & Agent Tools

• Lead the team-wide initiative to transform the current knowledge base into articles aligned with KCS standards.
• Contribute to governance of KCS methodology, ensuring knowledge articles are accurate, current, and aligned with global standards.
• Partner with enablement teams to optimize agent tools (Workday Help, AI copilots, digital workflows) for case deflection and improved user experience.
• Monitor adherence to governance frameworks and participate in audits and performance reviews related to knowledge and tool usage.

Continuous Improvement & Digital Enablement

• Identify process improvement opportunities and support implementation of enhancements.
• Collaborate with HR COEs and technology teams to improve workflows and self-service capabilities.

All About You

• Strong customer service orientation and ability to manage multiple tasks in a dynamic environment.
• Broad knowledge of HR concepts and terminology with advanced problem-solving skills.
• High level of accuracy, attention to detail, and ability to work independently.
• Excellent communication skills and proficiency in MS Office Suite; Workday experience preferred.
• Collaborative, results-oriented, and committed to continuous learning.

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.

Skills Required