Manager, Askps Service Desk Operations

hace 2 meses

Bogotá Cundinamarca, Colombia Mastercard A tiempo completo

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
Role
In this people manager position, you will:

- Co-Lead the function with leaders in other regions.
- Formally supervise and coaches a team of Service Desk Specialists located across the globe.
- Leads omni-channel strategy delivering support through case management, call center response, chat, esclation paths and continously optimizes self-service capabilities.
- Oversees KPIs and resource capacity analysis to regularly builds and deploys staffing and process reccomendations.
- Enforces knowledge base documentation essential for quality operations.
- Supervises quality review processes to drive service improvement.
- Leverages position within the employee value chain to provide business insights and determine first touch resolution, self-service, and other innovate customer strategies.
- Partner to deploy technlogy including a case management solution, IVR call center platform and other emerging technology.

All About You
- Track record of leading teams as a people manager or in similar leadership capacity.
- Significant exposure to analyzing work for quality, productivity and timeliness.
- Advanced level of data-driven performance management and coaching
- Work effectively in a dynamic, time-sensitive, high volume service environment.
- Strong emphasis on customer service, problem solving and solutions.
- Self-Starter with ability to work in collaborative/team-oriented environment
- Operates in a professional manner that is responsive and flexible to cultural differences

Corporate Security Responsibility
- 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.

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