HR Service Delivery Operations Analyst

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 are a specialist in a process, workstream or area in Mondelēz International Digital Services, working to support impeccable service operations.
How you will contribute
You will use your in-depth process and service knowledge in your area of expertise to ensure that service level agreements and obligations are met. As a co-owner of the development of standard operating procedures, you will drive standardization and simplification of processes. In addition, you will provide input for training materials, ensure that standard operating procedures and data protection activities comply with Mondelēz International policies and the law, analyze and report on exceptions and offer recommendations for process improvements, and lead the sustainable continuous improvement process for the team.
What you will bring
A desire to drive your future and accelerate your career. You will bring experience and knowledge in:

• Your specific process area
• Working in a shared service organization
• Being a good team player and influencing others
• Process design and mapping, and business requirement gathering experience
• Communicating effectively, applying interpersonal skills and taking initiative

Role Overview
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. You will work within service level agreements, will be responsible for the accurate collection and verification of case details and employee data. 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.
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 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, archiving, and deletion of employee documents via e-filing as required.
• (For Key Users) Responsible to ensure that the team is fully informed about any systems (WD, SN, EC) enhancements or changes that is driven by the capability/technical team.

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.
• 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.
• Manages the training of new W&L Advisors and supports through training plan period.
• Ensures control requirements are met in every HR transaction.
• Performs peer reviews, Supports internal/external audits, Execution of PY and SOX controls (PY01, PY03, PY13a).
• CI mindset with managing team workload.
• Support on projects.

People Experience Advisor / Other Workstream Advisors

• Liaises with PE / other Workstream Advisors to ensure alignment with and correct execution of Work and Life Events services to supported BU.

People Experience Lead

• As part of the BU Squad receives guidance from the PE Lead to ensure alignment on BU priorities and key focus areas.

My Work & Life Events Team Lead / Lead

• Receives management and process guidance from My Work and Life Events Lead and works closely with Lead to ensure quality service delivery.

Operational Excellence & Continuous Improvement

• Integrates continuous service improvement methodologies to remove barriers to execution, identifying further efficiencies to deliver timeliness and quality targets within our HR Systems.
• Working knowledge of SOPs to manage and perform activities in accordance with SLAs to improve operational performance and effectiveness.
• Employee And Stakeholder Centricity.
• Empowering our workforce by driving employee-centric and key stakeholder solutions with moments that matter in mind.
• Uses knowledge and expertise network to resolve complex customer queries, escalate issues and propose solutions across teams/the organization.

Within Country Relocation support available and for candidates voluntarily moving internationally some minimal support is offered through our Volunteer International Transfer Policy
Business Unit Summary
Mondelez India Foods Private Limited (formerly Cadbury India Ltd.) has been in India for over 70 years, making sure our mouth-watering and well-loved local and global brands such as Cadbury chocolates, Bournvita and Tang powdered beverages, Oreo and Cadbury Bournvita biscuits, and Halls and Cadbury Choclairs Gold candies get safely into our customers hands-and mouths. Headquartered in Mumbai, the company has more than 3,300 employees proudly working across sales offices in New Delhi, Mumbai, Kolkata and Chennai and in manufacturing facilities at Maharashtra, Madhya Pradesh, Himachal Pradesh and Andhra Pradesh, at our global Research & Development Technical Centre and Global Business Hub in Maharashtra and in a vast distribution network across the country. We are also proud to be recognised by Avatar as the Best Companies for Women in India in 2019 - the fourth time we've received this award.
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