Manager, Employee Relations

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

Manager, Employee Relations

Overview:
Mastercard is looking for a Manager, Employee Relations Advisor to join its Global Employee Relations team. Working closely with People Business Partners, employment law, compliance, and business stakeholders. The primary focus of this role is to support and assist in the development and administration of our performance management process. The ideal candidate will help foster a positive and productive work environment by ensuring fair and consistent performance management practices. The desired candidate will leverage ER best practices and processes to support our culture of decency and fairness consistent with Mastercard values and local laws. A central focus of this role is the use of data and analytics to measure, monitor, and continuously improve the effectiveness of our performance management and employee relations practices. The successful candidate will be comfortable working with data, transforming it into clear, actionable insights, and using those insights to inform fair, consistent, and proactive decision-making across the organization.
This position can be based in Sao Paolo, Brazil; Mexico City, Mexico or Bogota, Colombia.

Role:
• Assist in the administration of our performance management process.
• Provide support to employees and managers in understanding and using performance management tools and systems.
• Respond to employee and manager inquiries regarding performance issues, providing guidance and support.
• Assist in the resolution of employee conflicts and performance-related concerns.
• Participate in investigations related to performance issues and employee complaints.
• Help to ensure that performance evaluations are completed accurately and on timely.
• Assist in the preparation of performance-related documentation, including Coaching Plans.
• Build, maintain, and analyze employee relations and performance management dashboards and reports to identify trends, patterns, and emerging risks across the employee population.
• Translate performance and employee relations data into clear, actionable insights and recommendations for People Business Partners, managers, and senior leadership.
• Develop, track, and report on key ER metrics and KPIs — including case volumes, cycle times, and outcomes — to measure process effectiveness and surface early-warning indicators.
• Use data visualization and data storytelling techniques to present employee relations trends and analyses to stakeholders in a clear and compelling manner.
• Ensure data integrity, accuracy, and consistency across ER case management systems and HR platforms.
• Help coordinate training sessions for managers on performance management best practices.
• Provide advice to People Business Partners, managers and employees about company policies and processes.
• Partner with internal employment counsel, compliance and People Business Partners to effectively manage employee relations issues.
• Establish strong cross-functional relationships at all levels and geographies.
• Demonstrate a change management mindset through identification of opportunities to enhance the employee experience through process improvement and refinement of services; offer potential solutions to drive greater stakeholder satisfaction. Actively engage in change to drive successful execution.
• Demonstrate expected behaviors; identify and escalate issues in an appropriate and timely manner.


All About You:
• Knowledge of applicable Employee Relations policies/procedures and business practices.
• General knowledge of applicable employment laws and regulations.
• Ability to work in a global, matrixed, and complex business.
• Demonstrates superior judgment and ability to effectively partner and influence across the organization.
• Ability to handle sensitive and confidential information with discretion.
• Ability to multi-task in a fast-paced environment with composure.
• Strong organizational/time management skills.
• Excellent verbal and written communication skills.
• Excellent interpersonal skills with demonstrated patience, tact, and respect.
• Exceptional detail and follow-up skills.
• Thrives in a team-based environment
• Strong analytical/fact based decision-making skills combined with the ability to think innovatively.
• Demonstrated proficiency in data analysis, with the ability to interpret complex data sets and translate findings into actionable insights.
• Experience using data visualization and reporting tools (e.g., Power BI, Tableau) to build dashboards and communicate trends.
• Advanced Microsoft Excel skills, including pivot tables, formulas, and data modeling.
• Familiarity with HR information systems and case management platforms (e.g., Workday, HR Acuity), with a strong commitment to data accuracy and integrity.
• Ability to tell a clear, compelling story with data to influence decisions and drive action.
• Fluency in Spanish (both written and spoken) is required.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Bachelor's Degree required.

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.