Job Description

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.

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

EDUCATION / CERTIFICATIONS:

Bachelor’s Degree in business administration, HR or related field

JOB SPECIFIC REQUIREMENTS:

• 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.)
• Proficiency in Portuguese - Desired

Please refer the Job description for details