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

Specialist, HR Services

Overview:

People Services is part of Mastercard’s Global Business Services Center (GBSC) HR shared service organization and is responsible for supporting employees and HR teams by delivering consistent, accurate, and timely HR services globally. The team operates across multiple locations to provide high-quality service aligned with regional time zones and business needs.
The Specialist, HR Services (Benefits) role provides Tier 2 administrative support for Europe Benefits programs, ensuring accurate benefits administration, vendor coordination, compliance, and audit readiness. This role is highly administration-focused, supporting day-to-day benefits operations as well as ongoing projects, controls, and audits for the Europe Benefits team.
The role is based in Pune, India and supports employees and stakeholders across the Europe region.
Support includes managing complex benefits-related inquiries, maintaining accurate employee and vendor data, coordinating with external benefits providers, and ensuring operational excellence through strong attention to detail, documentation, and compliance.

• Is This You?

• Have you supported HR operations or benefits administration in a shared services or global environment?

• Do you enjoy detailed, process-driven administrative work and ensuring accuracy?

• Are you comfortable managing data, documentation, invoices, and audits?

• Do you have a strong customer service mindset combined with operational discipline?

• Are you motivated by resolving inquiries with care, confidentiality, and precision?

• Do you take pride in accuracy, controls, and meeting service level commitments?

• Do you enjoy working in a fast-paced, high-volume environment with clear processes?

• Role Responsibilities

• Professionally, efficiently, and accurately respond to employee benefits inquiries, providing Tier 2 support for Europe Benefits cases received via Ask People Services (Workday Help) and ensuring timely and accurate resolution

• Perform day-to-day benefits administration activities for Europe, including data validation, employee eligibility updates, and coordination with vendors

• Partner with benefits vendors and insurance brokers to support ongoing administration, issue resolution, and service delivery

• Validate vendor invoices and billing files against contractual terms and employee census data; support monthly reconciliations and payment processing

• Maintain accurate benefits data and documentation to support audits, compliance reviews, and internal controls

• Support benefits-related projects, audits, and cyclical activities (e.g., renewals, data reviews, compliance checks, Open Enrolments, Bonus Sacrifices)

• Ensure responses and transactions meet established Service Level Agreements (SLAs) and quality standards

• Deliver a high level of customer service while adhering to standardized processes and procedures

• Partner with internal teams (HR Field, COE’s, Payroll, HRIS) to gather information and complete work accurately and on time

• Ensure audit compliance through correct transaction processing, approvals, and documentation

• Handle sensitive and confidential employee data in accordance with Mastercard confidentiality requirements and applicable data protection regulations

• Maintain, create, and regularly update the Europe Benefits Knowledge Base and DTPs (Desktop Procedures) to ensure documentation, processes, and workflows remain accurate, current, and aligned with policy and operational changes.

• Support consistent and compliant delivery of HR services across countries within the Europe region

• Build and maintain knowledge of Europe benefits programs, policies, and country-specific requirements through ongoing learning and knowledge sharing

• Perform root cause analysis on recurring issues and support process improvements in partnership with many stakeholders and Benefits teams

• All About You

• Highly organized, detail-oriented professional with a strong administrative mindset

• Experience managing multiple tasks simultaneously in a structured, process-driven environment

• Strong attention to detail with a high level of accuracy in data and documentation

• Solid understanding of HR operations, benefits administration, or shared services processes

• Strong customer service orientation with a professional and empathetic approach

• Ability to work effectively in a high-volume, time-sensitive environment

• Collaborative and team-oriented, with the ability to work across regions and functions

• Professional demeanour with strong written and verbal communication skills

• Proficient in English (written and spoken)

• Ability to work independently with minimal supervision while following defined procedures

• Strong time management, prioritization, and organizational skills

• Comfortable following policies, controls, and compliance requirements

• Results-oriented with strong follow-through

• Proficient in MS Office (Excel, Word, Outlook); strong Excel skills is a plus

• Workday experience is a plus

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.