Service Excellence Coordinator (m/f)
For MyP&O (People and Organization) - a part of a global network of Service Centers within Mars - we are currently looking for an Service Excellence Coordinator who will be responsible for the implementation and maintenance of the organization's quality management programs and control policies.
Client Details
Michael Page is recruiting for Mars Poland!
Mars is a global organization with a history reaching back over 100 years and at the same time staying true to its values and remaining a family run and owned business. Nowadays the Mars family of Associates is 80 000 and present in 80 countries with iconic brands such as M&M's®, Snickers®, Orbit®, Pedigree®. All Associates are passionate about The Five Principals that guide them through their professional lives: Quality, Responsibility, Mutuality, Efficiency and Freedom.
Mars is one of the most desired employers. In 2017, a third time in a row, have been ranked as one of the Most Desired Employers in the FMCG industry, and recognized by Great Place to Work® as one of the Best Workplaces in Poland and the Best Multinational Workplace in Europe and globally.
MyP&O (People and Organization) is a part of a global network of Service Centers.
This HR Service Center aims to be the best in providing outstanding customer experience focusing on the needs of Mars Associates, helping them and guiding through their Mars adventure. Associates working within this center will have a chance to be a part of a brand new challenge, supporting 7 European countries in their HR matters and developing their carriers within Mars Family.
Description
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Support the implementation of service excellence policies & procedures including communication to ensure that Mars principles and values are integrated into and observed across the MyP&O organization operating policies and practices
- Conduct audits (e.g. review contact center recordings, completeness of transaction documentation, etc.) to ensure that the MyP&O organization executes with quality while following local laws and regulations
- Promote an environment that puts the Mars associate first and differentiates the P&O services delivered
- Prepare service center performance reports by collecting, analyzing, and summarizing data and trends
- Monitor MyP&O performance by conducting regular audits and quality analyses, monitoring critical performance drivers, and developing recommendations that align with MyP&O's vision and objectives
- Support the tracking and oversight of quality standards and consistent services of the overall MyP&O organization in the ongoing effort to meet business / associates needs
- Participate in continuous improvement efforts to assist in defining additional MyP&O requirements
- Support service delivery excellence across the MyP&O organization by identifying and adopting best practices, and proactively tracking and analyzing business and customer needs
- Track progress on all proposed MyP&O interventions and solutions while proactively working with the Service and Operations Lead to mitigate potential adverse impacts to the MyP&O organization
Profile
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Minimum qualification: University degree or equivalent, preferably in HR, Management Systems
- Minimum 5 years of experience in a shared services environment
- Familiarity with P&O processes and practices
- Excellent oral and written communication skills
- Demonstrates the ability to be a self-starter and take initiative/ownership; adaptive and flexible to new ideas and change
- Flexible in dealing with changing business requirement
- Ability to work independently and efficiently, with minimal supervision in a fast paced environment; good organization skills and the ability to multi-task and respond within a timely manner; capable of establishing priorities
- Ability to coordinate between and communicate with cross-functional departments
- Ability to analyze data and present insights to leaders
Job Offer
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Opportunity to work in newly developing structures
- Individual approach in career planning
- Attractive bonus system
- Private medical care in Medicover
- Life insurance
- Pension plan
- Employee discount for company products
- Lunch vouchers
- Convenient location in city center
Location: Warsaw
Contract type: Na czas nieokreślony
About Michael Page
Michael Page is a leading professional recruitment consultancy specialising in the recruitment of permanent, contract and temporary positions on behalf of the world's top employers.
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