**Job Description**:**Are You Ready to Make It Happen at Mondelez International?****Join our Mission to Lead the Future of Snacking. Make It Matter.**As part of Mondelez 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 advantageManagement accountability:- Responsible for coordination of multi-regional reorganization processes and execution of activities by NALA- Responsible for Time and Attendance process execution- Responsible for performance management and monitoring across direct reports- Responsible for providing coaching and supporting professional development opportunities across team- Provide day-to-day guidance and direction to My Work and Life Advisors to ensures processes are delivered to a consistently high standard- Manage individual service performance and analyze and improve team performance- Responsible for driving 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- Collaborates with BU People Experience Leads for multi-regional reorganizations.- Responsible for compliance monitoring, quality assurance and data protection across team 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 or totality of forecasting, staffing, scheduling, and adjusting when unexpected changes occur. The objective is to get the right number of people in the right place at the right time, doing the right thing.- 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 tool 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 team for Time and Attendance transmission processesContinuous 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
