Processing Analysts – Bilingual in Portuguese
Location: Chicago IL
Duration: 12 months contract
The Processing roles, the hours are 7:30a.m. to 5:30p.m. therefore would need to be available for any shifts to cover the hours of operation.
The Processing Analyst is responsible to provide support to Mars Line Managers, Associates and local P&O in performing a variety of transactional requests, including but not limited to processing P&O administrative activities, ensure routing and approval of transactions in accordance with established business processes and resolve all discrepancies related to transactions. A key focus of the incumbent in this role is to deliver consistent results through strong customer focus and a commitment to service delivery excellence.
• Perform operational transaction support duties using appropriate resources and follow-up accordingly in a timely manner including appropriate documentation
• Support the Transaction Center Lead and Processing Specialist Manager in the implementation of governance policies and procedures to ensure transactions are in adherence to Mars established guidelines and business processes
• Collaborate closely with various levels within the MyP&O organization to resolve escalated issues and consistently meet key performance metrics including Service Level Agreements (SLAs) to deliver service excellence
• Demonstrate customer partnership through resolution ownership and anticipating needs
• Understand business requirements in an effort to provide accurate processing of data changes in a timely manner with accuracy
• Develop and maintain working knowledge of guidelines, business processes and systems
• Operational Execution
• Operational Execution
o Provide quality mass and self-service transactional, administrative and support services for in-scope functional areas through various intake channels in accordance to establish guidelines and business processes
o Verify data completeness required to process manual personal associate and organizational transactions
o Log queries and updates, create tickets and ensure closure of tickets
o Proactively follow-up on requests not immediately completed and retain ownership of requests
o Understand scope of services and to whom complex requests and inquiries should be escalated to for support
o Adhere to established processing guidelines and business processes when performing requests by maintaining privacy, confidentiality and security policies that focus on providing exceptional service
o Continuously identify areas of improvement and communicate suggestions to managers as appropriate
o Provide informal guidance, support and coaching to newer team members.
Note: May differ from the current job holder’s own skills and experience.
1. Education & Professional Qualification
• Minimum qualification: Associate’s, Bachelor’s Degree or equivalent
• Preferred qualification: Combination of education and experience
2. Knowledge/Experience
• 1 or more years of HR experience – previous experience in Shared Service environment preferred
• Must be fluent in English (written and verbal) and fluent Portuguese or Spanish (written and verbal)
• Familiarity with HR systems, processes and practices
• Ability to navigate and proficiency in working with HR systems (i.e. CHRIS and iTMS)
• Ability to work efficiently with minimal supervision in a fast paced environment with the ability to multi-task and capable of establishing priorities
• Ability to handle and maintain confidential and sensitive information
• Strong analytical skills with strong attention to detail
• Strong oral and written communication skills
• Ability to consistently deliver high quality customer service in a professional manner while managing high volume transactions