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

This role requires a fluent level of Portuguese.

Additional Job Description
 

What you need to know about this position:

My Work and Life Events 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 Portuguese
• Experience in Customer Service related roles
• Experience working in a virtual environment using supportive systems (example: Case Management tools, Workday, Service Now, etc.)

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