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Senior Specialist, HR Services

  • MasterCard Europe
Waterloo, Belgium
  • MasterCard Europe
Waterloo, Belgium


We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

  • Title and Summary: Senior Specialist, HR Services;

  • Job title: Senior Specialist, HR Services (Benefits).


The position for, Senior Specialist, HR Services will provide Tier 2 Benefit support to all employees across Europe region, with a high degree of customer satisfaction, expertise, and timeliness and will support Europe region.


  • Professionally, efficiently, and accurately, respond to HR benefits inquiries;

  • Provide Tier-2 resolutions to employee’s queries received via AskPeopleServices;

  • Manage partnership benefits vendors and insurance brokers to ensure consistent quality, delivery, compliance with SLA and cost effectiveness;

  • Partner with benefit vendors and insurance brokers to administer benefit plans for all employees across Europe region supporting Europe Benefits Team;

  • Partner with benefit vendors, validated vendors’ bills/invoices in accordance to contractual terms and oversee the processing of monthly payments all benefits programs, including reconciliations of employee census;

  • Support benefit benchmarking exercise and analyze global market trend;

  • Responses made in a timely manner with a high level of customer service orientation in accordance with established Service Level Agreements (SLA’s);

  • Provide high touch employee service that meets expected service levels and business performance goals;

  • Interact with internal (COEs, HR Field teams) to obtain needed information to manage work to completion;

  • Ensure audit compliance through transaction processing and approval flows;

  • Manage confidential data in a professional manner and according to HIPPA rules and MasterCard confidentiality requirements;

  • Contribute information to build the AskHR knowledgebase and develop user-experience documentation (How To documents);

  • Operate in partnership with HR teams and colleagues across all regions to ensure the consistent and effective delivery of HR support and HR systems related actions;

  • Ensure that the company works within the guidelines of each country it exists in to support legal, ethical, and jurisdictive limitations;

  • Develop knowledge, skills, and understanding of the region / country it supports by participating in knowledge sharing activities with other members of the team;

  • Perform detailed root cause analysis and troubleshooting regarding HR inquiries and where possible, work with HRIS team to implement preventative solutions.


  • A highly organized, articulate individual who knows how to develop and maintain excellent working relationships as well as providing customer satisfaction as needed;

  • Ability to manage multiple tasks simultaneously acquired through previous experience in related field;

  • Strong problem solving and troubleshooting skills;

  • Broad knowledge of HR concepts and terminology;

  • Strong emphasis on customer service;

  • High level of accuracy and attention to detail;

  • Work effectively in dynamic, time-sensitive, high volume environment;

  • Collaborative – team oriented;

  • Professional demeanor;

  • Proficient in speaking and writing in English;

  • Ability to work with minimal supervision;

  • Strong time management and organizational skills;

  • Ability to follow policies and procedures;

  • Results-oriented, strong follow-through skills;

  • Excellent communication skills, ability to explain processes and policies effectively;

  • Excellent MS Office Suite Skills: Excel, Word, and Outlook;

  • • Workday experience a plus.


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;

  • Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

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