Job Description:
in Mars Global Service
MyP&O Department
Location: Warsaw
As MyP&O Operations Analyst you will be the first point of contact to resolve & guide and coach our service users (Mars Associates, Managers and HR (P&O) Business Partners) regarding their P&O inquiries, educating us on the use of the MyP&O Portal and Workday and other resources to complete their requests.
What will be your key responsibilities?
Troubleshoot and resolve P&O inquiries through various intake channels (Phone, Webchat & General Requests) regarding P&O Programs, Policies, local and global Processes and Systems (including WorkDay and ServiceNow).
Resolve issues while projecting and maintaining a professional customer service attitude and anticipating customer needs.
Collect and validate data required to process associate and organizational transactions and services meeting aligned SLAs.
Prioritize work according to agreed standards to achieve SLAs, CSAT, FAR results.
Partner with the MyP&O Operations Manager, Specialists, Experts, and the P&O Solutions Team to escalate cases and sufficiently address customer needs.
Develop and maintain working knowledge of P&O Programs, Policies, Processes and Systems (WD, SNOW and other local Payroll and Time & Attendance Systems), Guidelines and Program Procedures.
Build country processes expertise (all processes for all supported countries) and expand this working knowledge to additional countries.
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.
Actively looks for areas of improvement to identify Continuous Improvement (CI) initiatives to advance our MyP&O processes and ways of working to improve the Associate experience and empower solution ownership.
What are we looking for?
Bachelor’s Degree or equivalent, preferably in HR, Communications, and/or Business.
1+ years of general HR experience preferred previous experience in Shared Services/Call Center environment is an advantage.
Familiarity with HR processes and practices.
Ability to navigate with proficiency across various HR Systems (i.e., WorkDay & ServiceNow) and deliver high quality customer service while managing high volume of inquiries and services.
Ability to follow standard procedures and scripts without variation.
Ability to prioritize multiple tasks in fast-paced environment with strong organization and time management skills.
Strong oral and written communication skills
Language Skills: Dutch, English and Polish are required.
What can you expect from Mars?
Contract of employment.
Attractive financial conditions including Bonuses.
We will also look after your safety and well-being by offering you rich benefits package including life insurance, Employee Assistance Program fully covered by Mars, and private medical care, MultiBenefit Program and lunch card.
Extra savings scheme to support You in long perspective.
Support in career building through personalized development plan.
On-line shop with attractive discounts on our products that Your family and friend are going to love.
Possibility to participate in volunteering initiatives during working hours.
Apply now and upload you profile in English.
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