Mondelez International HR Advisor (Nordics) - FTC to end of July 2018 in BIRMINGHAM, United Kingdom
What makes working at Mondelēz International so special? Many things. The iconic brands and global nature of our business. The continuous innovation and endless opportunities to grow. The chance, each and every day, to put a smile on people’s faces. We’re the world’s leading maker of Chocolate, Biscuits, Candy and Gum with billion-dollar brands like Cadbury, Milka, Prince and Oreo and we now have an exciting opportunity to join our team.
This role sits within our newly transformed HR function and you will be part of Mondelez Business Services (MBS) supporting the business across a range of HR activity from Hire to Retire (HTR). MBS is a Key Driver of the HR Strategy which drives top tier financial performance and creates a great place to work by leading the agenda on Talent, Leadership, Culture, and Organisation Capabilities.
The objectives and guiding principles for MBS Hire to Retire include:
Focus on excellent customer service while providing a great place to work through an outcome based, knowledgeable and engaged HR services organisation.
Integrate our global scale with simplified and standardised processes and technologies.
Promote common ways of working with the positive end user experience in mind.
Build a continuous improvement culture.
Provide a talent pool for HR.
Implement non-negotiable control and compliance standards.
The Employee Advisor will be responsible for being the first point of contact for employees throughout all functions and regions in MBS scope and a trusted advisor to them regarding all related queries and requests.
Role Specific Responsibilities:
Provides high quality and timely customer service, ensuring all requests are fully understood. For queries not handled by the service centre (e.g. 3rd parties) redirect callers with courtesy and professionalism.
Works within the SLA and keep the customer informed of expected completion date, including when the item is escalated for action.
Ensures accurate collection of case details and employee data.
Provides general information to target audience on policies and procedures, and answer questions based on FAQs.
Provides feedback and propose improvements to Knowledge Base (KB) Senior Specialist to ensure employee KB is accurate, relevant, accessible and easy to understand.
Records and tracks cases in the case management system, assign severity and follow through to ensure each case is resolved and SLAs can be measured and improved.
Collaborates with other HTR Service Specialists (Tier 2) to solve more complex queries or work on requests.
Performs master shopper activities for HR, including consolidating, centralising, and facilitating shopping activities. Providing the point of contact between HR and procurement, and ensuing compliance to policy.
Educated to Degree Level or equivalent is desirable.
Excellent written and verbal communication skills in Swedish and/or Norwegian and English essential.
Additional European language skills desirable (Spanish, Italian, French, Dutch, German, Polish, Hungarian, Czech and Slovak).
Substantial experience in multiple areas of HR, expertise in HR Operational management.
Experience of working in a global organisation and/or Shared Service organisation desirable.
Experienced of working with case management system.
Sound knowledge of employee related topics of specific country/cluster of a country.
Strong customer service-orientation.
Excellent listening skills.
Outstanding ability to ask questions based on end user scenario.
Sound judgement skills to respond to all types of employee related questions.
Ability to multi-task and manage fluctuating workload.
Attention to detail with focus on delivery.
High operational excellence.
Ability to work in team environment.
We pride ourselves on having a high performing and collaborative culture where we offer support and development to enhance your career and develop your knowledge and skills.
In return for your commitment, drive and enthusiasm, we offer an attractive benefits package within a highly successful International business that offers financial rewards and resources, including bonus scheme, contributory pension, life assurance, generous holiday allowance and a flexible benefits programme.
Title: HR Advisor (Nordics) - FTC to end of July 2018
Requisition ID: 1711533