employee experience adv isorMondelēz International

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 Business 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
More about this role
Job Description:
Support the delivery of all Voice of the Customer (VOC) activities for all AMEA countries.
Partner with other People Services Centers to drive the VOC agenda within People Services and the wider business and to drive consistency.
Record, collate, analyse and draw insights from data relating to Customer Experience.
Partner with People Services (HTR & STP) teams to facilitate and support the resolution of escalations, providing coaching, expertise, judgment and insight in order to facilitate resolution.
Train and Support the Fix-it champion community in order to quickly and satisfactorily resolve escalations.
Work with business to promote/ increase participation on VOC.
Create and provide regular reports and trends on VOC trends for the regional Leadership Team.
Support continuous improvement activities in order to optimize the customer experience.
Create Micro Learning Videos, Quick Reference Guides, and other materials on User education for increased Engagement and Adoption of the business to self service
Job Requirements:
Experience in a shared service, customer service, BPO or HR function required (at least 6 months).
A skilled communicator, able to have challenging conversations with employees and colleagues of all levels and build relationships and rapport easily.
Able to repair relationships and reputation.
Proven passion and ability to deliver impeccable customer service, drives for results that satisfy all stakeholders - specializing in situations where there have been problems and issues.
Strong attention to detail, able to make sound and quick judgments and make decisions to aid the resolution of escalations and to evaluate feedback.
Enabler for change with strong drive for constant improvement.
Experience of creating and maintaining Share Point intranet pages preferred.
Experience in a shared service environment or HR function preferred.
No Relocation support available
Business Unit Summary
Mondelēz International in Southeast Asia is in five countries serving 19 markets with more than 18 nationalities and 7,500 employees. This group is emerging as one of the fastest growing regions in Asia, the Middle East and Africa, and we are proud of consistently producing high quality products in nine manufacturing sites. We are market leaders in key snacking categories, making and selling brands like Oreo and Tiger biscuits, Kinh Do mooncakes, Jacob's crackers, Cadbury Dairy Milk chocolate, Tang powdered beverage, Halls candy and Eden cheese. We set the benchmark in being a responsible business and contributing to the communities in which we operate.
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
Mondelēz International

Manila City, Metro Manila
Permanent
Full-time