Senior Specialist – Finance Services

About the role

Mastercard’s Global Business Services Center (GBSC) is seeking a Senior Specialist for Finance Services to join the Service Desk Operations team. In this role you will manage day‑to‑day customer service inquiry channels, ensuring high‑quality, timely resolutions while supporting the overall customer experience strategy.

Key responsibilities

• Handle inbound inquiries across case management system, phone and chat, meeting daily completion targets and quality standards.
• Provide guidance and support to team members across functional areas, acting as a subject‑matter expert on data tools and operational processes.
• Prepare, distribute and analyse performance reports and metrics, delivering insights to drive service improvement.
• Maintain and operate quality review processes, conduct root‑cause analysis and implement preventative solutions.
• Escalate complex cases to Tier 2 or Tier 3 experts and ensure smooth hand‑off and follow‑up.
• Manage the Knowledge Base tool, ensuring up‑to‑date content that serves as a playbook for the team.
• Collaborate with Customer Experience leads and GBSC colleagues to optimise the customer value chain and promote first‑touch resolution.

Required profile

• Senior‑level professional with proven experience in customer service operations or service desk environments.
• Strong analytical mindset with ability to interpret metrics and drive performance improvements.
• Excellent communication skills and ability to mentor and support team members.
• Understanding of compliance requirements, confidentiality and audit controls.
• Proactive problem‑solver capable of conducting root‑cause analysis and implementing preventive measures.

Required skills

• Proficiency with case management systems and knowledge‑base tools.