Junior MyP&O Operation Analyst with English and German

1 miesiąc temu

Warsaw, Polska Mars Pełny etat
JOB DESCRIPTION

Job Description:

Junior MyP&O Operation Analyst with English and German

* Contract by an external partner (12 months)

in Mars Global Service

MyP&O (HR) Department

Location: Warsaw

Hybrid working

What will be your key responsibilities?

Resolve inquiries through various intake channels (Phone, Webchat & Business Tickets) regarding HR Programs, Policies, Processes and Systems using available internal resources such as Instructions, FAQs, policies and desktop procedures in Workday and ServiceNow.

Navigate Customers (Associates, Managers and HR Business Partners) on how to use HR Operational systems (Workday/SNOW) and applicable processes to drive self-service adoption.

Resolve issues while projecting and maintaining a professional customer service attitude and anticipating customer needs. Be able to handle crucial conversations with Customers not willing to adhere to the agreed roles & responsibilities or unsatisfied with processes and services offered.

Prioritize work according to agreed Targets to achieve SLAs (meet agreed timeline), CSAT (High Customer Satisfaction rating & Agreed Service Results), Minimize Customer Escalations, Response to all Calls and Chat. 

Collaborate with other team members in case resolution to meet performance metrics (including data quality and integrations issues)

Monitor case resolution and provide service user with status updates and/or a possible workaround until the issue is resolved.

Maintain operational documents used to perform daily tasks, ensure knowledge of processes/steps/responsibilities is properly captured and documentation is updated in a timely manner.

Understanding of End-to-End HR process and communicate any gaps or areas to improve. 

Ability to identify root cause of escalated service owned by Junior Analyst. 

Ensure the confidentiality, accuracy and timely maintenance of Associate inquiries and data in compliance with data privacy and GDPR requirements.

What are we looking for?

 Bachelor’s Degree or equivalent, preferably in Linguistics, HR, Communications, and/or Business.

Strong oral and written communication skills in German.

Fluent English and Polish is a must.

1 + year of experience in Shared Services/Call Center environment (HR experience would be an advantage)

Ability to navigate across various systems (., Workday, ServiceNow, SAP, Salesforce) and deliver high quality customer service while managing high volume of inquiries and services.

Ability to follow standard procedures.

Demonstrated problem solving and conflict management skills with the ability to deliver high quality customer service while maintaining a positive and professional manner.

#LI–KN1 

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.

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