Senior Specialist – Operational Excellence

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Senior Specialist – Operational Excellence & Process ImprovementSenior Specialist – Operational Excellence & Process Improvement

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
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 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 Senior 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.

Role
In this position, you will:

• 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.

• Drives continuous improvement initiatives by identifying patterns, mining data for insights, and implementing proactive solutions that enhance the employee experience and operational efficiency.

• Leads efforts to optimize and evolve the knowledge base, leveraging AI and analytics to identify gaps, trends, and opportunities for self-service and automation.

• Partners 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.

• Coaches and mentors 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
The ideal candidate for this position should:

• 7+ 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
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 a 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 training(s) 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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