HR Services Manager

hace 1 semana


Bogotá, Bogotá D.E., Colombia Mastercard A tiempo completo

Our Mission

At Mastercard, we're committed to connecting and powering an inclusive, digital economy that benefits everyone, everywhere. As a Manager, HR Services, you'll play a critical role in supporting our day-to-day operations and driving strategic projects forward.

Key Responsibilities

  • 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

Requirements

  • Must be fluent in English (verbal and written)
  • 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 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, 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
  • Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines


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