Title and Summary

Senior Vice President, Global Business Solutions Center, People & Capability

OVERVIEW
Mastercard’s Global Business Solutions Center (GBSC) is a strategic enterprise partner focused on delivering business outcomes, transformation, and value creation across Mastercard. Today, with over 1,300 dedicated colleagues worldwide, the GBSC supports more than 200 services across 90 countries spanning all business units. Our commitment to excellence, innovation, and collaboration drives us to continuously elevate standards and exceed expectations in every endeavor. By leveraging a comprehensive suite of services and solutions, our talented team of operations, automation, analytics, and systems supports enterprise stakeholders in optimizing their business to drive value and enhance performance.

Reporting to the EVP of GBSC with a matrixed line to the EVP, People & Capability (P&C), the SVP of GBSC P&C will provide the leadership required to ensure the development of and execution against the strategy, roadmap, annual business plan and operations for a diverse set of critical functions under the GBSC P&C services team. The role ensures that proper controls, governance, analytics and talent are in place to effectively grow the operations and organization while delivering on financial disciplines, operational efficiency and mitigating risk.

This role is responsible for establishing and leading cross-functional operational and project initiatives across key program areas within the GBSC while ensuring alignment to broader enterprise strategic initiatives and objectives to overall Corporate P&C and Mastercard. To accomplish this, the SVP of GBSC P&C must possess the passion to effectively lead a team of high-performing professionals across multiple functions and geographies that support enterprise operations in delivering a reliable and seamless experience for Mastercard's stakeholders and employees.

KEY RESPONSIBILITIES
• Lead the GBSC P&C operations and strategy supporting benefits, compensation, leaves, mobility, payroll, new hire services, inquiry support and other key HR functions
• Define, deliver and own the GBSC P&C roadmap delivering targeted business benefits, measurable operational efficiency, and a service excellence model that supports continued growth
• Implement governance framework defining methods to manage, monitor, and measure consistently across the GBSC utilizing resources, processes and automation to influence, deliver solutions, improve service delivery, and realize savings
• Maintain productive work environments with high employee satisfaction; attract and mentor a team of top tier leaders and high-performing employees with a matured approach to problem solving and leadership
• Perform financial planning, forecasting, and budget tracking to reduce total cost of ownership; allocate resources efficiently through workforce planning and capacity management
• Partner with stakeholders on complex needs and collaborate across the broader domain on end-to-end processes to manage escalations, customer impacts, reprioritization of efforts, anticipate future needs and adjust operations accordingly
• Support holistic platform security posture, proactively identifying security risks and implementing risk mitigation plans and control functions
• Maintain, grow and partner with critical stakeholders inclusive of C-Suite owners such as Chief People Officer (CPO), Chief Talent Officer, and Chief Administrative Officer, as well as regional and business unit senior and executive leadership
• Participate as a key member of the CPO's People & Capabilities Leadership Team (PCLT) committee
• Partner with P&C Transformation Office and executive leadership to drive broader P&C initiatives impacting overall Mastercard beyond GBSC
• Optimize resource delivery model across onshore, offshore and third-party locations
• Oversee identification, enhancement and improvement of all risks in process, audit and key controls to mitigate gaps and subsequent risks
• Ensure all KPIs and service levels are met; drive adequate and timely root cause mitigation to understand drivers and implement sustainable corrective actions
• Oversee all M&A due diligence and integration activities for area managed
• Manage vendor relationships and approve vendor selection for areas managed
• Support continued expansion of services and co-create strategies anchored in technology, scale, and customer experience

PIVOTAL EXPERIENCE & EXPERTISE
• Human Resources Operations Leadership: Experience overseeing HR shared services and operations teams with a deep focus on operations, systems, performance metrics, and data analytics that drive ROI and customer and employee satisfaction. Payroll operations experience is required.
• Building/Transformation Experience: Proven ability to thrive in a fast-paced, rapidly-changing environment. Is both hands-on and strategic with strong credentials scaling across the globe and successfully aligning HR shared services/HR operations initiatives with broader business objectives. Has a passion for operational excellence and customer satisfaction with strong financial acumen and ability to assess risk in operations.
• Global Experience at Scale: Significant background in managing large-scale, multi-functional global operations and strategic transformation initiatives in a complex and dynamic environment.
• Stakeholder Influence: A strong communicator and influencer who builds trust, collaborative relationships and gains buy-in for initiatives from a range of stakeholders, including executives and the C-suite level. Proven ability to lead, inspire and build followership through complex change.

QUALIFICATIONS & EXPERIENCE
• Proven success in transforming organizations through a continuous improvement culture enabled by digital technologies and automation
• Ability to identify and frame opportunities and solutions in a structured, data-driven way to clearly communicate options, risks and trade-offs
• Ability to work independently, act with a sense of urgency and problem solve; anticipate and respond quickly to emerging information; confident with an ability to act with clarity in urgent or crisis situations
• Successful track record leading and delivering continuous process improvement, automation, and software solutions to enhance service delivery
• Ability to design, gain alignment and successfully execute key enterprise initiatives from start to finish; works independently with guidance on the most complex situations
• Ability to develop, track, course correct, and iterate a metrics-driven system roadmap
• Previous shared services and/or outsourcing experience a plus

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance); flexible spending account and health savings account; paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave); 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire; 10 annual paid U.S. observed holidays; 401k with a best-in-class company match; deferred compensation for eligible roles; fitness reimbursement or on-site fitness facilities; eligibility for tuition reimbursement; and many more. Mastercard benefits for interns generally include: 56 hours of Paid Sick and Safe Time; jury duty leave; and on-site fitness facilities in some locations.