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 integral 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.

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📌 MyP&O Operations Specialist (Santiago de Querétaro)
🏢 Mars, Incorporated And Its Affiliates
📍 Santiago de Querétaro