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.

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 general 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)
🏢 Mars
📍 Santiago