Manager - Service Operations (Work & Life BU TL)

Job Description

Are You Ready to Make It Happen at Mondel z International

Join our Mission to Lead the Future of Snacking. Make It Matter.

As part of Mondel z International Digital Services, you work with the services operations capability leads to ensure that defined processes and tools (which could be in sales, finance, marketing, customer service and logistics, procurement, HR, etc.) are used to provide impeccable service to the organization. You and your team will define and carry out resourcing plans that deliver efficient organizational performance

How you will contribute

In this role, you will oversee compliance monitoring, quality assurance and data protection activities and ensure the effective use of enabling technology, including case management tools. In addition, you will plan for and make sure that daily activities are completed, and implement and monitor quality standards for your team, including reviewing and adjusting key performance indicators and service level agreements to drive continuous improvement. You will also monitor, analyze and improve team performance to improve customer satisfaction. As a people leader, you will coach, motivate, train and inspire direct reports, provide guidance and direction to your team to ensure they are providing excellent responses to queries and requests, and manage individual performance.

What you will bring

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

• Data management
• Leading teams, coaching and mentoring
• Managing performance driven by service level agreements and metrics
• Relationship management with a client focus
• Problem solving and analytical skills
• Communicating effectively, verbally and in writing
• Process management skills
• Working in a shared service organization a decided advantage

More about this role

Provides leadership and direction to the Workforce Administration Team of a specific business unit to deliver workforce administration to Mondelez functions and regions.

What you need to know about this position:

• Responsible for performance management and monitoring across direct reports
• Responsible for providing coaching and supporting professional development opportunities across team
• Provides day-to-day guidance and direction to the My Work Life cluster team leads and ensures processes are delivered to a consistently high standard
• Manages service performance and analyses and improves performance of whole team
• Responsible for supporting team members to develop HR Functional and business knowledge
• Responsible for driving alignment between SSC peers and People Experience Leads to manage cross-team working, share learnings and improve ways of working
• Accountable for leading and creating a sense of community and engagement across the team
• Accountable for workforce and workload planning- capacity and language planning

What extra ingredients you will bring:

Operational Excellence Continuous Improvement:

• Integrate 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 Stakeholder Centricity

• Empowering our workforce by driving employee-centric and key stakeholder solutions with moments that matter in mind.
• Use knowledge and expertise network to resolve complex customer queries escalate issues and propose solutions across teams/the organization

Job specific requirements:

Main Responsibilities

• Lead, coach and manage team members
• Oversee the delivery of WL accountabilities
• Provide day-to-day guidance and direction to the Workforce Administration Team for their cluster
• Ensure team deliver service within SLAs and if not, then identify corrective actions to address.
• Analyze and improve team performance and capability.
• Recommend SLA changes.
• Own and manage Workday data accuracy and working with the team around continuous improvement
• Take part in service reviews with stakeholders and drives CI plan for the area and across WL with other leads
• Ensure cross MBS ways of working are effective between WL and other teams
• Forward plan area work with HRBLs / HRMs / COEs Lead projects on behalf of WL/wider center taking full responsibility for planning, delivery, reporting and stakeholder management
• Monitor and manage controls and compliance WL are accountable for
• Lead projects on behalf of WL/wider center taking full accountability for delivery, reporting and stakeholder management
• Deputize for WL BU Team Lead as required / when so nominated

Operational Delivery

• Owns and is accountable for processes within their remit, e.g. addressing inefficiencies, legal statutory changes, etc.
• Accountable for having generalist HR knowledge and domain expertise within their area of service, covering key moments that matter throughout the end-to-end employee life cycle
• Accountable for execution of all My Work and Life Events activities and planning service delivery, e.g. demand supply
• Responsible for compliance monitoring, quality assurance and data protection across team
• Acts as point of escalation to effectively resolve complex issues and employee complaints by exception
• Accountable for correct execution of processes, policies and standard operating procedures
• Promote effective use of enabling technology including case management tool and knowledge management
• Ensure collaborative working environment in team to support knowledge sharing and best practice and to ensure the effective balance of team capacity, capabilities and service
• Responsible for documenting and communicating policy or process changes to team members to support service delivery

Continuous Improvement

• Responsible for implementing and monitoring quality of operational procedures through KPIs and SLAs to drive operational efficiency and continuous improvement
• Collaborate with BU People Experience Leads to understand processes and drives continuous improvement
• Responsible for monitoring overall service satisfaction with HR, business leaders, people managers and employee
• Agile thinking adaptable with the company changes

Key HR Interactions

People Experience / Other Workstream Advisor

Liaise with PE / Other Workstream Advisors to ensure alignment with correct execution of Work and Life Events services to supported BU

People Experience / Other Workstream Lead

As part of the Country/Sub-BU Squad receive guidance from PE / Other Workstream Lead to ensure alignment on Country/Sub-BU priorities key focus areas

My Work Life Events Lead

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

Reporting to - Regional My Work and Life Lead

No Relocation support available

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.

Mondel z 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