Specialist Finance Services

Mastercard, Bogota, D.C., Capital District, Colombia Specialist Finance Services – Mastercard Overview 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 200 solutions across 10 locations, The GBSC is a powerhouse of innovation and strategic partnerships that combines operational excellence with a vision of what’s next. The Service Desk Operations function plays a pivotal role in advancing this mission within our inquiry solutions landscape operating across 3 regional hubs. The Service Desk Operations Team is looking for a Senior Specialist to join our globally integrated team who will be a catalyst for transformation and boundary‑pushing operational excellence. We are at a critical inflection point on the journey to accelerate our knowledge management and human‑centered AI capabilities and advance to future‑proofed solutions. The ideal team member will have a proven track record of evolving operations through strong partnerships, automation and other continuous improvements to deliver operational excellence. This role offers a front‑row seat to the future of finance service delivery — blending global teamwork, human‑centered AI, and operational excellence. We are seeking a forward‑thinking Specialist who will lead operational excellence, champion digital transformation, and foster strong stakeholder partnerships. This role is ideal for someone passionate about evolving service delivery through knowledge management, automation, and human‑centered AI. Responsibilities Oversee day‑to‑day service desk operations, ensuring timely and effective resolution of inquiries across multiple channels (email, phone, chat) with a focus on first‑touch resolution and customer satisfaction. Drive continuous improvement initiatives by identifying patterns, mining data for insights, and implementing proactive solutions that enhance the employee experience and operational efficiency. Lead efforts to optimize and evolve the knowledge base, leveraging AI and analytics to identify gaps, trends, and opportunities for self‑service and automation. Partner with Tier 1 and Tier 2 teams, CX leads, and cross‑functional stakeholders to deliver cohesive, end‑to‑end customer experience and identify opportunities for service enhancement. Coach and mentor junior team members, fostering a culture of learning and technical upskilling to expand first‑touch resolution capabilities. Translate operational data into actionable business insights, contributing to strategic initiatives that improve service delivery, customer experience, and process efficiency. All About You 3+ years of experience in shared services or internal service delivery, with proven team leadership and coaching capabilities. Strong analytical and problem‑solving skills, with experience using AI tools and predictive analytics. Demonstrated expertise in knowledge management and process optimization. Excellent communication and stakeholder management skills. Proficiency in Oracle Financials and MS Office Suite; experience with case management systems preferred. High level of accuracy, attention to detail, and ability to work independently in a fast‑paced environment. 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. Complete all periodic mandatory security training(s) in accordance with Mastercard’s guidelines. Job Details Seniority level: Associate Employment type: Full‑time Job function: Finance and Sales Industries: Financial Services, IT Services and IT Consulting, and Technology, Information and Internet #J-18808-Ljbffr