**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** **What you need to know about this position:** 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. **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 in order 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 and archiving of employee documents into the personal file inclusive of e-filing, storage of physical records / documents, managing access and circulation, and retention and deletion as required.​ ​ **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 **What extra ingredients you will bring:** + High-level Customer Service + Excellent communication skills + Senior Stakeholder Management **Education / Certifications:** Bachelor’s Degree in business administration, HR or related field **Job specific requirements:** + Fluent in Portuguese - Required + Fluent in English + Experience in Customer Service related roles + Experience working in a virtual environment using supportive systems (example: Case Management tools, Workday, Service Now, etc.)​ **Work schedule:** Hybrid in Bogotá, Colombia No Relocation support available **Business Unit Summary** **Our Latin America region is comprised of four Mondelez International business units: Brazil, México, Southern Cone (which includes Argentina, Uruguay and Paraguay) and WACAM (which includes 12 South American countries and the U.S. territory of Puerto Rico); and one stand-alone market: Venezuela. We have approximately 20,000 passionate employees who put in all their energy, hearts and souls to create, market and sell our global iconic brands and beloved local jewels such as** **_Lacta_** **,** **_Field_** **and** **_Terrabusi_** **among others. We are known for our resilience and good humor and live our purpose with passion and commitment.** 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 At Mondelēz International, our purpose is to empower people to snack right through offering the right snack, for the right moment, made the right way. That means delivering a broader 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 – both global and local. 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 number 1 position globally in biscuits, chocolate and candy as well as the No. 2 position in gum Our 80,000 Makers and Bakers are located in our operations in more than 80 countries and are working to sell our products in over 150 countries around the world. They 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. Join us and Make It An Opportunity! Mondelez Global LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law. Applicants who require accommodation to participate in the job application process may contact 847-943-5460 for assistance.