A mutually rewarding experience.

Work. Realize your ambitions. And realize there’s more to being in business than just making a profit. That’s the Mars philosophy. And the opportunity we offer every one of our Associates. An opportunity to take what you do and make it mean more for you, for those around you and for the planet.  What you get here is challenging, interesting work. You get the tools you need to do a great job and you get to have the best possible people on your side to help you do it. And at the same time as getting to find ways to do business better today than we did it yesterday and driving a great career, you also get to build a more enlightened business and drive sustainability.

Because it’s never just about a single person, a single project or a single brand. It’s about how you can grab everything that’s within your reach here and use it to pursue mutual, long-term gain. It’s about having ideas. And ideals. Being prepared to risk failure because the promise of success means we’ll all be a little better off. It’s that mix of integrity and ambition that makes Mars such a special place to work. And why working here is always about more than just a job.

About Mars, Incorporated 

Mars is a family-owned business with more than a century of history making diverse products and offering services for people and the pets people love. With almost $35 billion in sales, the company is a global business that produces some of the world’s best-loved brands: M&M’s®, SNICKERS®, TWIX®, MILKY WAY®, DOVE®, PEDIGREE®, ROYAL CANIN®, WHISKAS®, EXTRA®, ORBIT®, 5™, SKITTLES®, UNCLE BEN’S®, MARS DRINKS and COCOAVIA®. Mars also provides veterinary health services that include BANFIELD® Pet Hospitals, Blue Pearl®, VCA® and Pet Partners™. Headquartered in McLean, VA, Mars operates in more than 80 countries. The Mars Five Principles – Quality, Responsibility, Mutuality, Efficiency and Freedom – inspire its more than 100,000 Associates to create value for all its partners and deliver growth they are proud of every day.

 

Job Purpose

 

The purpose of this role is to drive service excellence through leading the service management function  including quality management, MyP&O operational performance review and improvement programs, which will have  positive impact on customer satisfaction and operational efficiency. This role also drive for service capability building including adopting the best practice of technology and tools to improve the efficiency and effectiveness

 

Key Responsibilities/职位描述 

•     As a regional representative in global service excellence management community, drive for global consistency and also make sure the regional needs can be reflected in global decision and also leading the best practice sharing across regions.

•     Drive for service delivery excellence across the MyP&O organization by identifying and adopting best practices, and proactively tracking and analyzing business and customer needs, by working with global team and local functional team.

•     Manage MyP&O performance metrics /dashboard for global and local needs and generate insight for operation effectiveness and co-pilot with Functional team to drive for actions for continuous improvement.

•     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

•     Play the role as internal consultant to advise service capability development based solutions on internal customer requests.

•     Lead the MyP&O related project to improve service excellence and operation effectiveness based on the business needs.

•     Gather external market insights and best practice for MyP&O benchmarking as an internal professional coach on service excellence.

 

Qualifications/任职条件

1. Education & Professional Qualification

•     Minimum qualification: University degree or equivalent

•     Preferred qualification: Combination of education and experience preferred

 

2. Knowledge/Experience

•     Passion for data analysis and technology savvy.

•     Demonstrates the ability to be a self-starter and take initiative/ownership; adaptive and flexible to new ideas and change

•     Outstanding facilitation skills are essential with a track record of leading complex sessions to successful outcome.

•     Strong interpersonal skills including a demonstrated ability to communicate to all levels and functions of the organization, and build trusting and credible relationships

•     Strong English written, oral and listening communication skills

•     Bachelor degree above

 

 

RN: 03

 

 

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.