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 work in Mondelēz International Digital Services, providing front-line support in your area of responsibility, guiding employees through specific processes and working with others to direct and resolve issues and enquiries.

How you will contribute

You will serve as the first point of contact for questions relating to your process area of responsibility, providing high-quality and timely customer service and ensuring that all requests are fully understood. In this role, you will work within service level agreements, communicating when cases are escalated. In addition, you will be responsible for the accurate collection of case details and employee data, provide general information on policies and procedures, and answer questions based on FAQs. You will also be asked to provide feedback and propose improvements in your area of responsibility and to record and track cases in the case management system, assigning a severity level and following through to ensure that cases are resolved and that service level agreements can be measured and improved. This role requires you to comply with quality assurance and data protection activities.

What you will bring

A desire to drive your future and accelerate your career. You will bring experience and knowledge in:

• Customer service
• Working in a shared service organization
• Working with case management systems
• Your area of process specialism
• Active listening skills
• Asking questions based on end-user scenario and judgment skills to respond to all types of employee-related questions
• Multi-tasking and managing a fluctuating workload
• Operational excellence
• Proficiency in WORKDAY skills.

More about this role

What you need to know about this position:

·       In this role, you will work within service level agreements, communicating when cases are escalated.

·       You will be responsible for the accurate collection of case details and employee data,

·       Provide general information on policies and procedures, and answer questions based on FAQs.

·       You will also be asked to provide feedback and propose improvements in your area of responsibility and to record and track cases in the case management system, assigning a severity level and following through to ensure that cases are resolved and that service level agreements can be measured and improved.

·       This role requires you to comply with quality assurance and data protection activities.

·       Record Keeping: Maintain accurate employee records and ensure documentation is issued in a timely manner. You will be responsible for coordinating both E-filing & Hard filing documentations of all employees. Also responsible for Time & Attendance processing.

·       The onboarding of employees on Workday will be a sole responsibility.

·       Supporting various People Team engagements, which are key and measurable e.g. assisting with performance reviews training sessions, contributing to initiatives that foster a positive work environment, all of which should be tracked with clear metrics to demonstrate the role's value.

·       Monthly support to the payroll team.

·       HR Projects: Lead or support various people-related projects to improve HR practices and initiatives.

·       Fully responsible for end-to-end recruitment for Blue Collar jobs.

·       And other assignments as may be assigned within the team.

What extra ingredients you will bring:

Education / Certifications:

• Bachelor's Degree required; First Degree in BSC/HND
• A member of professional body: CIPM

Job specific requirements:

• Minimum 3-4 years of experience in Human Resources, Benefits, preferably in a unionized manufacturing environment
• Familiarity with HR systems, processes and practices preferred (e.g.  Workday, SAP)
• Proficient skills in Microsoft Excel preferred (Pivot tables, Filtering and Sorting Cells)
• Strong analytical skills, including demonstrated data analysis and interpretation skills required
• Strong accuracy and attention to detail
• Self-directed, effective multi-tasker, problem solver and able to manage fluctuating workload
• Proactive personality who takes initiative
• Team player with demonstrated excellence in communication, interpersonal, and customer service skills
• Ability to lead and/or facilitate business process improvements
• Lean Six Sigma knowledge preferred

Travel requirements:

Work schedule:

- Hybrid

No Relocation support available

Business Unit Summary

Mondelēz International’s Sub Saharan Africa Business Unit is made up of three key focus areas namely Southern Africa, West Africa and the Rest of Africa Markets.  The Business Unit is home to approximately 1000 Makers and Bakers who strive to bring only the best quality and loved brands to our consumers. Mondelēz International in Sub Saharan Africa is proud to house global legacy brands including Cadbury Dairy Milk, Oreo, Halls and Bournvita, together with local jewels such as Cadbury LunchBar, Chappies, TomTom and Dentyne.  The Business Unit’s Markets have consistently been awarded Top Employer certification, and has been recognised as a Top Employer in Africa.  

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