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

More about this role

The My Work & Life Advisor LA is a key role within the HR Shared Services team, responsible for ensuring the efficient and accurate management of HR transactions through the ticketing system. This position involves processing transactions in Workday — including internal promotions, lateral moves, salary adjustments, contract terminations, and employee personal information updates — while following processes aligned to policy, delivering excellent customer service, and managing stakeholders effectively. The role also involves co-developing standard operating procedures, participating in regional and global continuous improvement projects, driving system automations, and building strong relationships with other People Services areas.

What you need to know about this position:

- Use your in-depth process and service knowledge to ensure that service level agreements (SLAs) and obligations are met, maintaining high quality standards across all deliverables.

- Leverage data analysis to generate reports, provide actionable feedback to team members, and identify improvement opportunities.

- Co-own the development of standard operating procedures, driving standardization and simplification of processes.

- Participate in regional and global projects focused on continuous improvement and process optimization. Drive automations within systems, identifying opportunities to streamline workflows and reduce manual effort.

- Build and maintain strong relationships with other People Services areas, ensuring cross-functional alignment and collaboration.

- Provide input for training materials and train peers on processes, cascading information accurately and effectively.

- Analyze and report on exceptions, offering recommendations for process improvements, and lead the sustainable continuous improvement process for the team.

- Manage and deliver KPIs, including SLAs and quality indicators, ensuring data-driven decision-making.

- Ensure that standard operating procedures and data protection activities comply with Mondelēz International policies and the law.

Education / Certifications:

- Bachelor's degree in Human Resources, Business Administration, Industrial Engineering, or related fields.

Job specific requirements:

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

- Experience working in a shared service organization, BPO, or similar service-oriented environments

- Proactive mindset with strong initiative and a results-oriented approach.

- Assertive communication skills with the ability to cascade information correctly and influence others.

- Detail-oriented profile with the ability to identify process improvements.

- High service level standards and commitment to quality.

- Data analysis capabilities for report management and delivering feedback to peers.

- Process design and mapping, and business requirement gathering experience.

- Problem-solving skills with creative, out-of-the-box thinking.

- Ability to prioritize tasks and manage high volumes simultaneously.

- Commitment to the confidentiality and security of employee information.

Tools:

- Workday and ServiceNow (required)

- Excel – intermediate level (required)

- Power BI (plus)

- Salesforce and HubSpot (plus)

Languages:

- Spanish – native

- English – intermediate or above

- Portuguese – intermediate or above

Work schedule:

Hybrid model — office attendance subject to the needs of the team and/or the business.

Business Unit Summary

Wacam is Mondelēz International’s Latin America presence with more the 1700 wonderful people proudly representing a diversity of cultures and nationalities. Wacam includes 13 countries: Colombia, Ecuador, Perú, Chile, Bolivia, Panamá, Costa Rica, Nicaragua, Honduras, Guatemela, El Salvador, República Dominicana, Puerto Rico. We make and distribute our global brands and local jewels such as Field, Club Social to over 190 million consumers. 

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.

At Mondelez International we work under a hybrid model, in which our offices at WACAM offer us a space for connection, collaboration and co-creation, with attendance being subject to the needs of the teams themselves and/or the business.

Where permitted by internal policies and local laws, new hires are required to be fully vaccinated with the COVID-19 vaccine as a condition of employment by their date of hire, unless they are granted a medical accommodation.

Job Type