Description Are You Ready to Make It Happen at Mondelēz International?Join our Mission to Lead the Future of Snacking. Make It Matter.As an organization we are committed to developing the next generation of Makers and Bakers. Joining us in our fast paced and ever-changing environment will enable you to do more, learn more and grow more. You will be encouraged to step outside your comfort zone– you may even surprise yourself! We will ensure you are given the support you need to be at your best and enable you to be yourself and bring passion and personality. Here you can lean in and speak up and bring your own flavor.What you need to know about this position: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. Key Responsibilities:Management Accountability:• Lead, coach and train direct reports to deliver team and project goals.• Build an effective group of Employee Advisors to drive process and documentation excellence.• Oversee and support delivery of all Employee Advisor processes including receiving, handling and routing of queries and requests raised by employees, providing information on transactions and processes and investigating and resolving complex employee requests.• Drive operational efficiency with a focus on continuous improvement, customer service and meeting SLAs.• Ensure effective use of enabling technology including case management tool and building up information available to employees (Call matrix, Frequently Asked Questions, Knowledge Base).• Monitor team performance (Keep track of SLA/metrics) and customer satisfaction with retained HR, business leaders and select employees.• Resolve escalations and perform Root Cause Analysis on escalations/issues to mitigate the risk of it happening again in the future following LEAN standards.Continuous Improvement▪ Responsible for implementing and monitoring quality of operational procedures through KPIs and SLAs to drive operational efficiency and continuous improvement.▪ Collaborates with other workstream leads to understand processes and drives continuous improvement.▪ Responsible for monitoring overall service satisfaction with HR, business leaders, people managers and employees.What You Will Bring:• Experience in leading & coaching operational teams working to SLAs and other measurableperformance metrics (preferable in HR/ Customer Service field)• Experience working with a service management software (e.g. Service Now, Silence Force)• Working knowledge with Chat Bot and AI solutions • Fluency in English – verbal & written• Experiencing in reporting, working with performance data (analysis, presentation, forecasting,drawing conclusions)• Strong desire to solve tough problems and share learnings Nice to have: • Working knowledge with Chat Bot and AI solutions• Experience working in a SSC/BPO set-up in a global organization• Very good command of Polish/German/French/Spanish (or any other European language)What’s in it for YouWe’re Europe’s biggest and best snacking company. Cadbury, Oreo, belVita, Marabou, LU are some of the iconic brands in our portfolio and we work across 48 markets to create brands consumers love.Join us in Romania for an exciting and progressive career. Not only will you be working with Iconic Brands, you'll have the opportunity to move cross functionally, and work with the best talent in the industry. Join us today!Additionally you will be eligible for a number of benefits (subject to taxation in accordance with local legal requirements and existing benefits plan):• Subscriptions for a private medical clinic for all employees and their families• Meal vouchers• Life and disability insurance• Transportation allowance• Free company goods• Stay Fit Program• Special family events• OthersAt Mondelēz International We make IT happen!The responsibilities of this position are performed within the framework of a regional business model that is defined and managed by Mondelēz Europe GmbH, Switzerland .Business Unit SummaryAt Mondelez Europe, we are proud, not only of the iconic brands we make, but also of the people who make them. Our delicious products are created in 52 plants across Europe by more than 28,000 passionate people. We are the top maker of chocolate and biscuits and a leading maker of gum and candy. We make sure our powerful global brands and local jewels like Cadbury, Milka and Alpen Gold chocolates, Oreo, belVita, LU and Tuc biscuits get safely into our customers hands—and mouths. Great people and great brands. That’s who we are. Join us on our journey to continue leading the future of snacking around the world by offering the right snack, for the right moment, made the right way.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 TypeRegularService Operations (Delivery)Global Business Services
My Query Team Lead Europe in Bucuresti
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