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Human Resources Service Desk Manager

hace 1 mes

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

Job Title: Human Resources Service Desk Manager

Job Summary: We are seeking a highly motivated and experienced Human Resources Service Desk Manager to join our team at Mastercard. As a key member of our Global Business Services Center (GBSC), you will be responsible for leading the Service Desk Operations team and overseeing the day-to-day operations of our front-line service channels related to Human Resources.

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.
  • Operates 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, and complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.