About this role
Job Description:
Role: MyP&O Operations Specialist
The MyP&O Operations Specialist delivers exceptional HR operational support to Associates, Line Managers, and P&O Business Partners by ensuring timely, accurate, and compliant processing of HR transactions and inquiries. This role serves as the first point of escalation for complex cases, provides day-to-day guidance to MyP&O Operations Analysts, and helps drive service excellence across the team.
What Are We Looking For?
• Bachelor’s degree or equivalent experience, preferably in HR, Communications, or Business.
• At least 1 year of experience in a MyP&O Operations Analyst or similar HR Operations role.
• 2+ years of experience in shared services, customer service, call center, or service delivery environments preferred.
• Knowledge of HR processes, systems, and practices.
• Ability to effectively use Workday, ServiceNow, and related HR platforms.
• Strong verbal and written communication skills in English.
• Experience collaborating with global stakeholders across cultures and time zones.
• Ability to handle confidential and sensitive information.
Key Responsibilities Service Delivery & Escalation Management
• Partner with the MyP&O Operations Lead to ensure effective delivery of daily HR operational services.
• Own the resolution and escalation of complex HR inquiries while meeting service level agreements and quality targets.
• Coach and support Analysts to strengthen process knowledge and service capabilities.
• Analyze operational metrics and identify performance improvement opportunities.
• Monitor data integrity issues and provide corrective coaching as needed.
Team Support & Coordination
• Coordinate schedules to ensure adequate coverage across calls, chats, and service channels.
• Balance language support needs for English, Spanish, and Portuguese-speaking customers.
• Lead daily team huddles and communicate priorities and updates.
• Monitor staffing levels and planned absences to maintain service continuity.
Signature Process Leadership
• Serve as the regional SME for Mars Signature Processes.
• Provide second-level support for escalated process and technical issues.
• Deliver capability-building sessions for MyP&O teams and business stakeholders.
Operational Excellence & Continuous Improvement
• Maintain accurate process documentation and knowledge articles.
• Support onboarding, training, and coaching of new team members.
• Ensure HR transactions are processed accurately and in compliance with policies.
• Identify and lead continuous improvement initiatives that improve efficiency and customer experience.
• Deliver manager capability sessions virtually or onsite as required.
What can you expect from Mars?
• Work with diverse and talented Associates, all guided by the Five Principles.
• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
• A strong focus on learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.