**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 + Proficiency in WORKDAY skills. **More about this role** **What you need to know about this position:** · In this role, you will work within service level agreements, communicating when cases are escalated. · 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. · Record Keeping: Maintain accurate employee records and ensure documentation is issued in a timely manner. You will be responsible for coordinating both E-filing & Hard filing documentations of all employees. Also responsible for Time & Attendance processing. · The onboarding of employees on Workday will be a sole responsibility. · Supporting various People Team engagements, which are key and measurable e.g. assisting with performance reviews training sessions, contributing to initiatives that foster a positive work environment, all of which should be tracked with clear metrics to demonstrate the role's value. · Monthly support to the payroll team. · HR Projects: Lead or support various people-related projects to improve HR practices and initiatives. · Fully responsible for end-to-end recruitment for Blue Collar jobs. · And other assignments as may be assigned within the team. **What extra ingredients you will bring:** **Education / Certifications:** + Bachelor's Degree required; First Degree in BSC/HND + A member of professional body: CIPM **Job specific requirements:** + Minimum 3-4 years of experience in Human Resources, Benefits, preferably in a unionized manufacturing environment + Familiarity with HR systems, processes and practices preferred (e.g. Workday, SAP) + Proficient skills in Microsoft Excel preferred (Pivot tables, Filtering and Sorting Cells) + Strong analytical skills, including demonstrated data analysis and interpretation skills required + Strong accuracy and attention to detail + Self-directed, effective multi-tasker, problem solver and able to manage fluctuating workload + Proactive personality who takes initiative + Team player with demonstrated excellence in communication, interpersonal, and customer service skills + Ability to lead and/or facilitate business process improvements + Lean Six Sigma knowledge preferred **Travel requirements:** **Work schedule:** **-** Hybrid No Relocation support available Business Unit Summary **Mondelēz International’s Sub Saharan Africa Business Unit is made up of three key focus areas namely Southern Africa, West Africa and the Rest of Africa Markets.** **The Business Unit is home to approximately 1000 Makers and Bakers who strive to bring only the best quality and loved brands to our consumers. Mondelēz International in Sub Saharan Africa is proud to house global legacy brands including Cadbury Dairy Milk, Oreo, Halls and Bournvita, together with local jewels such as Cadbury LunchBar, Chappies, TomTom and Dentyne.** **The Business Unit’s Markets have consistently been awarded Top Employer certification, and has been recognised as a Top Employer in Africa.** 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.