Myp&o Operations Specialist

**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.