Global Service & Operations Lead is a critical role within the MGS P&O Global organization responsible for providing E2E P&O service strategy, operational execution and process and operations leadership. The role manages a small team of Associates and is accountable for optimizing the efficiency and effectiveness of Mars P&O Shared Service Internal organization to deliver a great people experience for our end customers- our Associates and Line Managers.
This role is responsible for Strategic Delivery and Operational Execution for P&O Service Delivery, MGS P&O Performance Management and partnering with Associate Experience to execute a robust Customer Experience Strategy. Strategically, this role drives the global P&O Service Delivery and Performance Management Strategy inclusive of Service & Scope Expansion, S&OP+ Process, Business Continuity and Vendor Management. Additionally, this role has remit for Operational Execution delivery and governance partnering with MGS P&O functional teams- MyP&O Operations, Talent Acquisition and Associate Relations to deliver effective and efficient P&O services to our customers.
What are we looking for?
Required
10+ years of work experience, preferably in HR, Shared Services, Operations, or Finance
Experienced in engaging key senior level stakeholders along with proven ability to influence and manage relationships
Strong leader who is able to collaborate, in a matrixed environment, with multi-cultural and remote teams. Minimum 2-3 years management experience leading teams.
Data and Analytics skills with experience in data visualization tools- PowerBI, Tableau
Brings strategic expertise and leadership on HR shared services, operations and systems
Broad thinker who understands how the HR Operations supports the wider business agenda
Excellent communication skills with good knowledge of written and spoken English
Strong appreciation for Mars, Incorporated culture, principles, strategies and philosophies
Preferred
What will be your key responsibilities?
Global Service & Operations Lead has global accountability for Strategic Ownership and Operational Execution of MyP&O Services:
P&O Service Delivery Strategy
Partner with MGS P&O Service teams, own MyP&O Service Delivery Strategy (intake channels, x-hub, x-service line) striving to continually improve the Associate experience through people, processes and technology.
Lead service management strategy including defining/documenting MyP&O Service catalogue routing, SLAs, KPIs and documentation strategy.
Service & Scope Expansion/Outsourcing Strategy
Lead new scope, expansion strategy (services, geographies, acquisitions) aligned to MGS P&O strategy and service needs of our business, segments. Define intake strategy in partnership with functional teams (BRM, TA, AR) and partner with finance to analyze costing of new service scope
Continually analyze opportunities for efficiency and/or outsourcing of low-value, complex services
Local Process Optimization and Automation
MGS P&O Performance Management Strategy
Operational Execution
Partner with functional teams such as, MyP&O Operations, Talent Acquisition and Associate Relations on Operational Support Initiatives and partner to solution service outages.
Lead MyP&O Operations Service Governance intake and process.
Represent MyP&O in the change projects run by other MGS or COE teams.
Governance and Controls
Lead MGS P&O Global Compliance, Controls & Governance framework and related initiatives
Partner with GPOs, MGS Controllers and P&O Solution team to identify and resolve identified gaps.
Customer Experience
Vendor Management
Business Continuity Strategy
People Leadership
This role will have line management responsibilities for a T1, T2 and T3 Service and Operations Analyst/Managers across two regions (Europe and Americas) who will provide service delivery support and analysis to ensure MGS P&O delivers a robust P&O Service Delivery Model whilst managing our performance.
What can you expect from Mars?
Work with over 130,000 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.
Best-in-class 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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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.