Specialist, Finance Services

Mastercard is seeking a Specialist, Finance Services to join its Global Business Solutions Center's (GBSC) Service Desk Operations team. The ideal candidate will have a proven track record of evolving operations through strong partnerships, automation, and other continuous improvements to deliver operational excellence.

Responsibilities:

• Oversee day-to-day service desk operations, ensuring timely and effective resolution of inquiries across multiple channels
• Drive continuous improvement initiatives by identifying patterns, mining data for insights, and implementing proactive solutions
• 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
• Coach and mentor junior team members, fostering a culture of learning and technical upskilling
• Translate operational data into actionable business insights, contributing to strategic initiatives that improve service delivery, customer experience, and process efficiency

Requirements:

• 1+ year experience in shared services, finance operations, internal service delivery, or a helpdesk environment
• 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

Benefits: No benefits mentioned in the job posting.

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 trainings in accordance with Mastercard's guidelines