Company

MasterCard

Description

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

VP, Employee Self-Service Experience

Overview

The VP of Employee Self-Service Experience (also called "Tier0" experience at Mastercard) is a newly created role within the Global People Analytics & Insights team which operates across multiple regions & time zones. The individual will be driving the strategy and execution of a self-service model that acts as the first stop for employees where they consult knowledge base and interact with virtual agents. The critical role is focused on driving process improvement and operational excellence across all key moments of the employee lifecycle to encourage self-reliance. This role will be reporting directly into the SVP, Global People Analytics & Insights Lead.

Job Responsibilities

Design and execute a seamless and agile self-service delivery platform and model strategy that builds operational efficiency and excellence across all people related programs and policies throughout the employee lifecycle.
Lead development of best practices, SOPs, centralization, and auditing processes to identify gaps in standard work implementation with clear standards for action and escalation plans.
Identify opportunities for automation by leveraging technology solutions to reduce administrative work and create a more positive employee experience.
Curate formalized content that is accurate, simple and easy-to-find, supported though virtual agents/bots to answer frequently asked questions.
Develop strong partnerships with the HR teams across the People & Capabilities, serving as the primary conduit to deliver future centralized self-service solutions at scale and the required change management to ensure effective adoption and utilization.
Work with Leadership to provide program management support for Solutioning and Automation activities, including project prioritization through partnership across the People Analytics Leadership team.
Support ongoing day-to-day maintenance and operation of the self-service platform and interfaces, including identifying and resolving issues pertaining to system configuration, usage, integration, and connectivity.
Maintain formalized standard operating procedure (SOP) documentation for HR systems and operational processes, including security, maintenance and access, and general-user documentation, including reference materials in partnership with COEs and People Business Partners.
Develop and implement an integrated self-service strategy that allows for a seamless E2E user experience including governance model and operating framework for stakeholders.
Manage vendor relationships.

All About You

Experience is establishing shared services or self-service strategy at a large organization.
Experience is setting up virtual agents to automate and elevate seamless user experience.
Outcome driven; with experience providing innovative analytical solutions that have lasting impact in multiple dimensions; strategic, operational, and financial.
Possesses a commensurate level of experience in relationship building across large scale organizations; through providing a Consulting service to internal or external client groups.
Ability to translate results of analyses into data-driven insights to ensure key messages resonate with the target audience.
Structured thinking, seeking to proactively introduce structure and processes where gaps may exist.
Ability to collaborate with peers and cross functional teams, working across multiple time zones.
Creative and nimble with ability to overcome obstacles to solve hard problems.
Flexible and responsive, with ability to adapt to rapid change in direction or business priority.
Openness to feedback and strong self-awareness.
Ability to work within the confines of data governance and privacy standards.
End-to-end problem-solving and communication abilities: diagnosis, data cleaning, integration and transformation, analysis, visualization, and presentation

In the US, Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Corporate Security Responsibility

Responsibilities

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.

Pay Ranges

Identifier

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