Senior HR Benefits Specialist

Senior Specialist, HR Services

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

Senior Specialist, HR ServicesJob title: Senior Specialist, HR Services (Benefits)

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 Senior Specialist, HR Services (Benefits) role provides advanced Tier 2 administrative and operational support for Europe Benefits programs, ensuring accurate benefits administration, strong vendor management, compliance with regulatory and internal control requirements, and audit readiness across multiple countries.
This role goes beyond day-to-day administration and plays a key role in stabilizing operations, strengthening controls, supporting audits, and driving continuous improvement within the Europe Benefits function. The Senior Specialist acts as a subject matter expert for Europe Benefits processes, supports complex cases and escalations, and contributes to projects, transitions, and operational enhancements.
The role is based in Pune, India and supports employees and stakeholders across the Europe region, partnering closely with HR Field, COEs, Payroll, HRIS, vendors, and the Europe Benefits team.
Support includes managing complex benefits-related inquiries, maintaining accurate employee and vendor data, supporting audits and compliance activities, coordinating with external providers, and ensuring operational excellence through strong attention to detail, documentation, governance, and accountability.
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Is This You?
• Have you supported HR operations or benefits administration in a shared services or global environment, with exposure to complex or multi-country processes?
• Do you enjoy owning end-to-end administrative processes and acting as a go-to person for accuracy and compliance?
• Are you comfortable handling complex cases, escalations, audits, and vendor interactions?
• Do you have a strong customer service mindset combined with operational discipline and sound judgment?
• Are you motivated by stability, controls, documentation, and continuous improvement?
• Do you take pride in meeting service levels while maintaining quality, accuracy, and confidentiality?
• Do you enjoy working in a fast-paced, high-volume environment while continuously improving how work gets done?
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Role Responsibilities
• Serve as a Senior Tier 2 support resource for Europe Benefits, professionally and accurately responding to complex employee inquiries and escalations received via Ask People Services (Workday Help), ensuring timely, compliant, and high-quality resolution.
• Perform and oversee day-to-day benefits administration activities for Europe, including data validation, eligibility updates, lifecycle events, and coordination with benefits vendors and brokers.
• Act as a subject matter expert for Europe Benefits administration processes, policies, and country-specific requirements, providing guidance and support to peers as needed.
• Partner closely with external benefits vendors and insurance brokers to ensure effective service delivery, issue resolution, and adherence to contractual and service level commitments.
• Validate vendor invoices, billing files, and reconciliations against contractual terms, employee census data, and internal controls; support payment processing and variance analysis.
• Ensure audit readiness and compliance by maintaining accurate documentation, evidence, approvals, and transaction records in line with Mastercard policies and applicable regulatory requirements.
• Support and contribute to benefits-related projects and cyclical activities, including Open Enrollment, renewals, data reviews, compliance checks, bonus sacrifice programs, and country-specific initiatives.
• Monitor and ensure adherence to Service Level Agreements (SLAs), quality standards, and operational metrics; proactively identify risks, gaps, or recurring issues.
• Partner with internal stakeholders (HR Field, COEs, Payroll, HRIS, Finance, and GBSC teams) to gather information, resolve issues, and ensure accurate and timely execution of benefits processes.
• Perform root cause analysis on recurring issues and process breakdowns; contribute to continuous improvement initiatives to enhance efficiency, accuracy, and employee experience.
• Maintain, create, and regularly update the Europe Benefits Knowledge Base and Desktop Procedures (DTPs), ensuring documentation remains accurate, current, and aligned with policy, system, and operational changes.
• Support knowledge sharing and capability building within the team by contributing to training materials, process walk-throughs, and transition support.
• Handle sensitive and confidential employee data with the highest level of integrity, in accordance with Mastercard confidentiality standards and data protection regulations (e.g., GDPR).
• Support the consistent, compliant, and standardized delivery of HR services across multiple countries within the Europe region.
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All About You
• Highly organized, detail-oriented professional with a strong administrative and control mindset
• Demonstrated experience in HR operations, benefits administration, or shared services in a global or regional environment
• Ability to work independently with minimal supervision, exercising sound judgment within defined policies and controls
• Strong attention to detail with a proven track record of accuracy, compliance, and follow-through
• Comfortable handling complex cases, audits, reconciliations, and vendor interactions
• Strong customer service orientation with a professional, empathetic, and solution-focused approach
• Ability to manage multiple priorities in a high-volume, time-sensitive environment
• Collaborative and team-oriented, with experience working across regions, cultures, and functions
• Professional demeanour with strong written and verbal communication skills
• Proficient in English (written and spoken)
• Strong time management, prioritization, and organizational skills
• Comfortable operating within governance, controls, and compliance frameworks
• Results-oriented with a continuous improvement mindset
• Proficient in MS Office (Excel, Word, Outlook); strong Excel skills are 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.

Experience Level

Senior Level