Our Purpose We work 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. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results. Title and Summary Manager, AskPS Service Desk Operations 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 Service Desk Operations team within our Global Business Services Center (GBSC) is looking for a Manager to support day-to-day operations with oversight of front-line service channels related to Human Resources. This role has been created to add depth to the organization in order to advance key strategic projects and improvements. The GBSC is Mastercard's shared services organization supporting business in all countries and business units. Our mission is to add value to our partners and serve our customers by delivering operational excellence, enhanced customer experiences, and focused business results. The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and possesses an improvement mindset. Role In this people manager position, you will: Co-Lead the function with leaders in other regions. Formally supervise and coach a team of Service Desk Specialists located across the globe. Lead omni-channel strategy delivering support through case management, call center response, chat, escalation paths and continuously optimize self-service capabilities. Oversee KPIs and resource capacity analysis to regularly build and deploy staffing and process recommendations. Enforce knowledge base documentation essential for quality operations. Supervise quality review processes to drive service improvement. Leverage position within the employee value chain to provide business insights and determine first touch resolution, self-service, and other innovative customer strategies. Partner to deploy technology including a case management solution, IVR call center platform and other emerging technology. All About You The ideal candidate for this position should: Have a track record of leading teams as a people manager or in a similar leadership capacity. Have significant exposure to analyzing work for quality, productivity and timeliness. Possess an advanced level of data-driven performance management and coaching. Work effectively in a dynamic, time-sensitive, high volume service environment. Exhibit a strong emphasis on customer service, problem solving, and solutions. Be a self-starter with the ability to work in a collaborative/team-oriented environment. Operate in a professional manner that is responsive and flexible to cultural differences. 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. #J-18808-Ljbffr