MyP&O Operations Specialist

Job description

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.