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.

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

• Own and drive improvement of local P&O processes including identification and delivery of automation opportunities to improve overall experience, operations efficiency and deliver value to our customers.

MGS P&O Performance Management Strategy

• Provide strategic leadership to define a holistic MGS P&O Performance Management Strategy across all MyP&O Services.
• Track periodic performance to deliver efficient and effective P&O service delivery.

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

• Partner with Associate Experience (AX) Team and across MGS to set and implement MyP&O customer experience strategy, align tools, KPI’s and interventions to improve UX.

Vendor Management

• Own and drive global and regional MGS P&O vendor management strategy for MyP&O Operations scope.

Business Continuity Strategy

• Own execution of business continuity for MyP&O organization ensuring agile, effective, and efficient plans are in place to ensure service delivery.

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 are we looking for?

• Bachelor’s Degree program in HR, Business Administration, complemented by substantial work experience in the knowledge field or in Project Leadership

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

• Experience or training with Workday or other HRIS systems
• Experience with Workday deployments or HR Shared Service Deployments