MyP&O Operations Analyst

3 tygodni temu

Warszawa, Mazovia, Polska TN Poland Pełny etat
Job Title: MyP&O Operations Analyst

We are seeking a highly skilled and experienced MyP&O Operations Analyst to join our team at Mars Global Service in Warsaw. As a key member of our operations team, you will be responsible for providing exceptional customer service to our clients and ensuring the smooth operation of our HR systems.

Key Responsibilities:
  1. Troubleshoot and resolve P&O inquiries through various intake channels, including phone, webchat, and general requests. Utilize available internal resources such as standard scripts, FAQs, policy manuals, and desktop procedures in WorkDay and ServiceNow (WD/SNOW).
  2. Coach service users on how to use MyP&O Operational systems (WD/SNOW) and applicable processes to drive self-service adoption.
  3. Resolve issues while projecting a professional customer service attitude and anticipating customer needs. Handle crucial conversations with service users not adhering to agreed roles & responsibilities or unsatisfied with processes and services offered.
  4. Collect and validate data required to process associate and organizational transactions and services meeting aligned SLAs.
  5. Ensure the confidentiality, accuracy, and timely maintenance of Associate inquiries and data in compliance with data privacy and GDPR requirements.
  6. Prioritize work according to agreed standards to achieve SLAs, CSAT, FAR results. Support other team members in case resolution to meet performance metrics.
  7. Partner with the MyP&O Operations Manager, Specialists, Experts, and the P&O Solutions Team to escalate cases and sufficiently address customer needs.
  8. Develop and maintain working knowledge of P&O Programs, Policies, Processes, and Systems (WD, SNOW, and other local Payroll and Time & Attendance Systems).
  9. Build country processes expertise and expand this working knowledge to additional countries.
  10. Maintain operational documents used to perform daily tasks, ensuring knowledge of processes/steps/responsibilities is properly captured and documentation is updated in a timely manner.
  11. Actively look for areas of improvement to identify Continuous Improvement (CI) initiatives to advance MyP&O processes.
  12. Provide training, guidance, support, and coaching to newer team members.
  13. Support reorganizations through direct contact with P&O Business Partners, understanding business context and providing transactional support.
Requirements:
  • University degree or equivalent, preferably in HR, Communications, or Business.
  • 1+ year of general HR experience preferred, with previous experience in Shared Services/Call Center environment.
  • Ability to navigate with proficiency across various HR Systems (WorkDay & ServiceNow) while managing a high volume of inquiries and services.
  • Ability to follow standard procedures and scripts without variation.
  • Demonstrated problem-solving and conflict management skills.
  • Ability to prioritize multiple tasks in a fast-paced environment.
  • Ability to handle and maintain confidential and sensitive information.
  • Fluent English (C1 level) is a must.
What We Offer:
  • Attractive financial conditions including Bonuses.
  • Rich benefits package including life insurance, Employee Assistance Program, and private medical care.
  • Extra savings scheme to support you in the long term.
  • Support in career building through personalized development plan.
  • Online shop with attractive discounts on our products.
  • Possibility to participate in volunteering initiatives during working hours.

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.

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