**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 **More about this role** **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 iseither 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 employeedatais 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 anddomain knowledge, enabling the advisor to provide high-touch support forkey moments that matter throughout the employee life cycle - Possesses a strong working knowledge of enabling technologies, systems (e.g. Workday) and processesin order toensure 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 withquery resolution - Responsible for executingdatachanges or system transactions whereself serviceisn'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 supportquery resolution - Responsible fordocument managementand 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 onemployee experience and continuous improvement of employee life events - Responsible for identifying service issues, proactively proposing improvements and leading or supporting the implementationofchanges **What extra ingredients you will bring**: - High-levelCustomer Service - Excellent communication skills - SeniorStakeholder Management **Education / Certifications**: Bachelor’s Degree in business administration, HR or related field **Job specific requirements**: - Fluent in English - Experience inCustomer Servicerelated roles - Experience working in a virtual environment using supportive systems(example: Case Management tools, Workday, Service Now, etc.) - Proficiency inPortuguese - Desired **Work schedule**: Hybrid in Bogotá, Colombia No Relocation support available Business Unit Summary Wacam is MondelēzInternational’s Latin America presence with more the 1700 wonderful people proudly representing a diversity of cultures and nationalities. Wacam includes 13 countries: Colombia, Ecuador, Perú, Chile, Bolivia, Panamá, Costa Rica, Nicaragua, Honduras, Guatemela, El Salvador, República Dominicana, Puerto Rico. We make and distribute our global brands and local jewels such as