Senior Operations Manager

hace 12 horas


San José, San José, Costa Rica Mondelez International A tiempo completo
Company Overview
Mondelez International is a global leader in the confectionery and snack food industry. Our company has a rich history of innovation and commitment to quality, with brands such as Oreo, Chips Ahoy, and Cadbury beloved by consumers around the world.

About the Role
We are seeking an experienced Senior Operations Manager to join our Business Services team at Mondelez International. As a key member of our operations team, you will be responsible for overseeing the delivery of high-quality services to our organization. This includes ensuring compliance monitoring, quality assurance, and data protection activities are conducted effectively.

Your Key Responsibilities
- Oversee compliance monitoring, quality assurance, and data protection activities across teams
- Ensure effective use of enabling technology, including case management tools
- Plan and execute daily activities, implement and monitor quality standards, and review/adjust KPIs and SLAs to drive continuous improvement
- Monitor, analyze, and improve team performance to enhance customer satisfaction
- Coach, motivate, train, and inspire direct reports to ensure excellent responses to queries and requests
- Manage individual performance and provide guidance/direction to teams

What We're Looking For
- A desire to drive your future and accelerate your career
- Experience and knowledge in data management, team leadership, performance management, relationship management, problem-solving, communication, process management, and shared service organization (advantageous)

Management Accountability
- Responsible for coordinating multi-regional reorganization processes and executing activities by NALA
- Responsible for Time and Attendance process execution
- Responsible for performance management and monitoring across direct reports
- Provide coaching and supporting professional development opportunities across teams
- Provide day-to-day guidance and direction to My Work and Life Advisors to ensure processes are delivered to a consistently high standard
- Manage individual service performance and analyze/improve team performance
- Drive alignment between SSC peers and stakeholders to manage cross-team working, share learnings, and improve ways of working
- Accountable for leading and creating a sense of community and engagement across the team
- Accountable for workforce and workload planning - capacity and language planning

Operations Delivery
- Own and be accountable for multi-regional reorganization processes
- Collaborate with BU People Experience Leads for multi-regional reorganizations
- Responsible for compliance monitoring, quality assurance, and data protection across teams for multi-regional reorganization processes
- Accountable for having generalist HR knowledge and domain expertise within their area of service, covering key moments that matter throughout the end-to-end employee life cycle
- Accountable for the execution of all My Work and Life activities and planning service delivery e.g. demand supply
- Responsible for controlling and monitoring projects, initiatives, and change management that could affect the current operational model, to mitigate possible risks
- Responsible for forecasting, staffing, scheduling, and adjusting when unexpected changes occur
- Act as escalation point to effectively resolve complex issues, employee complaints, and exceptions
- Accountable for the correct execution of processes, policies, and standard operating procedures
- Promote effective use of enabling technology, including case management tools, and knowledge management
- Ensure a collaborative working environment within the team to support knowledge sharing and best practice, and to ensure the effective balance of team capacity, capabilities, and service
- Responsible for documenting and communicating policy or process changes to team members to support service delivery
- Responsible to manage the team in charge of Time and Attendance transmissions to Payroll for Manufacturing employees
- Responsible for compliance monitoring, quality assurance, and data protection across teams for Time and Attendance transmission processes

Continuous Improvement
- Responsible for implementing and monitoring quality of operational procedures through KPIs and SLAs to drive operational efficiency and continuous improvement
- Collaborate with BU People Experience Leads to ensure processes and drive continuous improvement
- Responsible for monitoring overall service satisfaction with H

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