About this role
Global Business Services
Work & Life HR Advisor
R-178592 | Plant - Bucharest, Romania
Job Description
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 our team:
My Work and Life team, part of our People Services HR Shared Service Center (SSC), delivers essential HR administration across the employee lifecycle. We collaborate closely with the business and other People Services workstreams to uphold HR policies, ensure seamless service delivery and foster a culture of continuous improvement and operational excellence.
Key Responsibilities
- Execute HR processes in strict accordance with Standard Operating Procedures (SOPs) and corporate policies.
- Maintain expert knowledge of systems (Workday, ServiceNow) to provide timely, high‑quality service.
- Act as the primary point of contact for general and specialized HR inquiries, delivering clear and accurate solutions.
- Perform data updates and system transactions when self‑service is unavailable, ensuring full SOP compliance.
- Research and analyze employee queries to drive effective resolutions.
- Manage personal data in line with GDPR and internal audit requirements, including secure deletion of sensitive records.
- Cultivate strong partnerships with key stakeholders—People Leads, Talent Acquisition, People Experience, My Pay and My Rewards.
- Collaborate flexibly across SSC teams to address volume fluctuations, case complexity and time‑zone differences.
- Partner with your manager to design and implement process enhance