Manager, HR Services

Mastercard • O’Fallon, MO

12d

About The Position

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 two hundred solutions across ten 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 in supporting 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. This team is within the Strategy, Enablement and Transformation organization within GBSC allowing us to capitalize on synergies related to strategic enablement, data governance, and project execution. We are seeking a Manager, GBSC AskPeopleServices, to co-lead day to day operations within our global team responsible for advancing tier-1 solutions and modernizing inquiry management. This role requires a leadership skillset and a laser focus on Operational Excellence. The Ideal candidate should have expertise in inquiry management and HR Service Delivery. The Manager will lead a delivery team, partnering with co-leads in region, to deliver responsive, intelligent HR support services while driving digital transformation, operational rigor, and continuous improvement. The Manager will partner with People and Capability Stakeholders across Mastercard and strategic enablement teams (Global Process Leadership, Data Governance, Risk Management) in support of ongoing service mechanisms to deliver quality solutions to employees.

Requirements

• Experience global operations leadership, preferably in HR or inquiry management ecosystems managing people and/or processes.
• Strong leadership skills with a focus on culture, empowerment, and trust.
• A strong understanding of case management concepts, knowledge management as an enabler of productivity and Tier 0/1/2/3 inquiry framework.
• A data-driven approach to managing and decision-making.
• Track record of stakeholder management across complex organizations.

Responsibilities

• Service Delivery & Operations Leadership - Lead assigned regional delivery team and program delivery across global inquiry channels, including resolution of Tier 0–2 cases and policy interpretation. Ensure SLAs, KPIs, and experience-level agreements are consistently met across all channels (phone, case, digital workflows).
• People Leadership & Culture - Lead and coach a team, fostering empowerment, accountability, and a unified global approach with local adaptability. Must promote a culture of trust, continuous learning, and well-being as we upskill talent in digital fluency, cognitive empathy, and data interpretation.
• Support Digital Transformation & Automation – support leadership and the vision to optimize knowledge management, service tooling, intelligent automation, and predictive analytics to enhance self-service and proactive engagement.
• Governance & Continuous Improvement – Critical first line of defense to ensure audit, regulatory standards, and global policy. Collaborates with an array of stakeholders to sustain a risk management approach, strong control environment, and continuous improvement strategy.
• Stakeholder Partnership - Partner with HR Centers of Excellence (COEs) to execute day-to-day solution delivery and continuously improve the experiences across HR domains.

Benefits

• insurance (including medical, prescription drug, dental, vision, disability, life insurance)
• flexible spending account and health savings account
• paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave)
• 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire
• 10 annual paid U.S. observed holidays
• 401k with a best-in-class company match
• deferred compensation for eligible roles
• fitness reimbursement or on-site fitness facilities
• eligibility for tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees