Job Description
Are You Ready to Make It Happen at Mondelēz International?
Join our Mission to Lead the Future of Snacking. Make It Matter.
You will work in Mondelēz International Digital Services and help us deliver an impeccable service experience with your customer focus and meticulous attention to detail in administrative tasks. In this role, you will ensure that processes are adhered to and documented.
How you will contribute
Be responsible for the day-to-day administration and operation support for processes in your area of responsibility and will deliver them within agreed to deadlines and ensure service quality is maintained. You will ensure that all activities comply with standard operating procedures and legal requirements, including data privacy considerations and work with other team members to ensure that end-to-end processes are efficient and accurate, including data input and maintenance. You will deal with access requests/issues and identify and act on continuous improvement opportunities.
What you will bring
A desire to drive your future and accelerate your career. You will bring experience and knowledge in:
- Experience in your specific area of responsibility
- Experience in administration with a strong customer service orientation
- Computer literate with excellent skills in Microsoft Office, especially in Excel
- Experience working to deadlines with strong prioritization skills
- Meticulous attention to detail
More about this role
What you need to know about this position:
My Work and Life Events Senior Advisor forms part of the BU squad and provides generalist HR advice and guidance on HR policies, processes and general colleague queries, acting as the first point of contact for MDLZ employees where self-service is either unavailable or where the query cannot be resolved through self-service channels available. The Advisor also executes all (non-self-service) work and life changes in Workday to ensure employee data is accurate and up-to-date.
Operational Delivery
- Responsible for executing processes in line with policies and standard operating procedures
- Works as part of the BU squad and is accountable for having deep functional and domain knowledge, enabling the advisor to provide high-touch support for key moments that matter throughout the employee life cycle
- Possesses a strong working knowledge of enabling technologies, systems (e.g. Workday) and processes in order to ensure high quality service delivery
- Possesses the relevant language skills, therefore is effectively able to navigate and support queries in the local context
- Key point of contact for general HR employee enquiries via various intake channels such as phone and chat providing employee with query resolution
- Responsible for executing data changes or system transactions where self service isn't viable in accordance with SOP
- Responsible for escalating queries for support to the My Work and Life Events Lead or People Experience Lead where appropriate
- Accountable for completing relevant research to support query resolution
- Responsible for document management and archiving of employee documents into the personal file inclusive of e-filing, storage of physical records / documents, managing access and circulation, and retention and deletion as required.
Continuous Improvement
- Responsible for collaborating with My Work and Life Events Lead and People Experience Lead to understand and implement processes, focusing on employee experience and continuous improvement of employee life events
- Responsible for identifying service issues, proactively proposing improvements and leading or supporting the implementation of changes
What extra ingredients you will bring:
- High-level Customer Service
- Excellent communication skills
- Senior Stakeholder Management
Education / Certifications:
Bachelor's Degree in business administration, HR or related field
Job specific requirements:
- Fluent in English
- Experience in Customer Service related roles
- Experience working in a virtual environment using supportive systems (example: Case Management tools, Workday, Service Now, etc.)
- Proficiency in Portuguese - Desired
Work schedule:
Hybrid in Bogotá, Colombia.
No Relocation support available
Business Unit Summary
Our Latin America region is comprised of four Mondelez International business units: Brazil, México, Southern Cone (which includes Argentina, Uruguay and Paraguay) and WACAM (which includes 12 South American countries and the U.S. territory of Puerto Rico); and one stand-alone market: Venezuela. We have approximately 20,000 passionate employees who put in all their energy, hearts and souls to create, market and sell our global iconic brands and beloved local jewels such as Lacta, Field and Terrabusi among others. We are known for our resilience and good humor and live our purpose with passion and commitment.
Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Job Type
Regular
Service Operations (Delivery)
Global Business Services
