01Overview
Senior Specialist, Finance Services Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, were 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, Finance ServicesWho is Mastercard Mastercard is a global technology company in the payments industry. Our mission is 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. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all. Overview The Global Business Solution Centers (GBSC) mission is to be the partner of choice with stakeholders across Mastercard, enabling business operations efficiency, productivity, and growth. With over 1,100 professionals delivering more than 200 solutions across 10 locations, GBSC is a powerhouse of innovation and strategic partnerships that combines operational excellence with a vision of whats next. The GBSC Finance Helpdesk plays a critical role in enabling consistent, customer-focused support across Finance-related service channels. The team is responsible for effective inquiry management, operational governance, knowledge management, process adherence, and digital enablement across areas such as Accounts Payable, Accounts Receivable, Travel & Expense, Purchase Order Processing, and related business support processes. Role Purpose We are seeking a Senior Specialist to support and strengthen Knowledge Base Management within GBSC Finance Helpdesk. This role will focus on maintaining accurate, accessible, and well-governed knowledge content that enables faster resolution, improves service consistency, reduces repeat inquiries, supports digital workforce capabilities, and feeds future-state self-service options. The role will partner closely with process owners, SMEs, service desk teams, and enablement partners to ensure SOPs, KBAs, routing logic, decision trees, chatbot content, and self-service knowledge remain current, compliant, and aligned to business needs. Key Responsibilities Knowledge Base Management & Governance Lead the ongoing review, maintenance, and enhancement of GBSC Finance Helpdesk knowledge articles, SOPs, KBAs, FAQs, templates, decision trees, chatbot inputs, and process documentation. Ensure knowledge content is accurate, clear, searchable, user-friendly, and aligned to current process, policy, compliance, and control requirements. Establish and maintain governance routines for article ownership, review frequency, version control, approvals, retirement, and refresh cycles. Partner with SMEs and process owners to convert tribal knowledge, recurring issue patterns, and process updates into structured knowledge content. Support annual and periodic SOP/KBA reviews to maintain documentation completeness, audit readiness, and operational consistency. Helpdesk Service Enablement Enable frontline Helpdesk teams by ensuring agents have access to reliable knowledge content, standard responses, escalation guidance, and troubleshooting steps. Identify knowledge gaps based on ticket drivers, reopen trends, quality findings, escalations, aging, repeat inquiries, and self-service failure points. Collaborate with manager and trainers to embed knowledge usage into onboarding, refresher training, coaching, and quality review routines. Support standardization of responses and resolution steps across Finance Helpdesk queues to improve customer experience and reduce dependency on individual expertise. Operational Excellence & Continuous Improvement Analyze ticket trends, recurring queries, process defects, and customer pain points to recommend knowledge improvements, digital workforce use cases, and self-service opportunities. Partner with operational teams to document process changes, automation impacts, routing updates, and control enhancements in a timely manner. Contribute to initiatives that improve first contact resolution, reduce ticket rework, prevent avoidable reopens, improve agent productivity, and increase case deflection through self-service. Support governance reporting by tracking knowledge health, documentation coverage, review completion, usage trends, self-service readiness, and improvement .
