My Work

**Job Description**:
**Are You Ready to Make It Happen at Mondelēz International?**

**Join our Mission to Lead the Future of Snacking. Make It Matter.**

As part of Mondelēz International Business Services, you work with the services operations capability leads to ensure that defined processes and tools (which could be in sales, finance, marketing, customer service and logistics, procurement, HR, etc.) are used to provide impeccable service to the organization. You and your team will define and carry out resourcing plans that deliver efficient organizational performance

**How you will contribute**

In this role, you will oversee compliance monitoring, quality assurance and data protection activities and ensure the effective use of enabling technology, including case management tools. In addition, you will plan for and make sure that daily activities are completed, and implement and monitor quality standards for your team, including reviewing and adjusting key performance indicators and service level agreements to drive continuous improvement. You will also monitor, analyze and improve team performance to improve customer satisfaction. As a people leader, you will coach, motivate, train and inspire direct reports, provide guidance and direction to your team to ensure they are providing excellent responses to queries and requests, and manage individual performance.

**What you will bring**

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

- Data management
- Leading teams, coaching and mentoring
- Managing performance driven by service level agreements and metrics
- Relationship management with a client focus
- Problem solving and analytical skills
- Communicating effectively, verbally and in writing
- Process management skills
- Working in a shared service organization a decided advantage

**More about this role**

**What you need to know about this position**:
Supervise the Team that manages the entire life cycle of an employee after hiring. The Team Lead ensures compliance with SLAs, handling of escalations, and that there is a fair workload in the team. The scope of the role is North America (the United States and Canada). This team does not work as a contact center, cases are resolved through Service now, so knowledge of this platform is a plus.

**What extra ingredients you will bring**:

- Stakeholder management.
- Excellent customer service
- Assertive communication skills.
- Organized person able to prioritize tasks.
- Work with SOPs and projects coming from the global organization.
- to work with the team and the other departments.
- Good attitude and ability to work in a team.
- Empathy and leadership
- Data analysis, administration and interpretation.
- Ability to work in ambiguous and changing environments.

**Education / Certifications**:

- Bachelor's degree in Business Administration (completed or in progress) or related careers

**Job specific requirements**:

- Advanced English (Written & Oral)
- Microsoft office & Power BI (intermediate)
- 2 to 3 years of experience in leadership roles (preferred).
- Experience in Shared Service environment.
- Experience working with Workday.
- Experience working with Service Now (preferred)

**Work schedule**:
Monday - Friday

**No Relocation support available**:
**Business Unit Summary**:
**At Mondelēz International, our purpose is to empower people to snack right by offering the right snack, for the right moment, made the right way. That means delivering a broad range of delicious, high-quality snacks that nourish life's moments, made with sustainable ingredients and packaging that consumers can feel good about.**:**We have a rich portfolio of strong brands globally and locally including many household names such as **_Oreo _**, **_belVita _**and **_LU _**biscuits; **_Cadbury Dairy Milk _**, **_Milka _**and **_Toblerone _**chocolate; **_Sour Patch Kids _**candy and **_Trident _**gum. We are proud to hold the top position globally in biscuits, chocolate and candy and the second top position in gum.**:**Our 80,000 makers and bakers are located in more **than 80 countries **and we sell our products in **over 150 countries **around the world. Our people are energized for growth and critical to us living our purpose and values. We are a diverse community that can make things happen—and happen fast.**:
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