**Job Description** **Are You Ready to Make It Happen at Mondelēz International?** **Join our Mission to Lead the Future of Snacking. Make It Matter.** As part of Mondelēz International Digital Services, you work with the services operations capability leads to ensure that defined processes and tools (which could be in sales, finance, marketing, customer service and logistics, procurement, HR, etc.) are used to provide impeccable service to the organization. You and your team will define and carry out resourcing plans that deliver efficient organizational performance **How you will contribute** 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. As a people leader, you will coach, motivate, train and inspire direct reports, provide guidance and direction to your team to ensure they are providing excellent responses to queries and requests, and manage individual performance. **What you will bring** A desire to drive your future and accelerate your career. You will bring experience and knowledge in: + Data management + Leading teams, coaching and mentoring + Managing performance driven by service level agreements and metrics + Relationship management with a client focus + Problem solving and analytical skills + Communicating effectively, verbally and in writing + Process management skills + Working in a shared service organization a decided advantage **More about this role** **What you need to know about this position:** You will be responsible for case investigation management of Employee Relations matters related to compliance investigations, disciplinary cases, performance issue management, attendance issues / job abandonment, and documentation requests for legal / tribunal investigations for Latin America and/or North America. Act as business advisor for People Managers to determine and align appropriate actions for their direct reports in line with company policies and practices. Ensure good communication and intimacy with key stakeholders to support the business needs. Be the liaison between ER and the designated stakeholder as well as providing the best possible experience to our customers and stakeholders. Attend to specific forums and meetings, answer questions and/or concerns, coordinate activities related to a projects, initiatives, trainings, etc., and assist –in partnership with Team Leads- removing barriers and bottlenecks in processes. **What extra ingredients you will bring:** + Analytical and problem solving skills. + Detail oriented and highly organized. + Excellent customer focus and high sense of urgency. + Excellent communication skills – able to clearly articulate ideas, listen actively, and read non-verbal communication + Able to summarize ideas and write concise summaries. + Able to manage confidential information appropriately. + Case Management skills. + Interpersonal savviness and perseverance. + Experience with conflict management and comfortable dealing with ambiguity **Education / Certifications:** Bachelor's Degree (4 yr) Major: Human Resources Management, Psychology, Business Administration, Organizational Development, Industrial Psychology, Law or related field (preferred). Masters highly preferred. **Job specific requirements:** + Experience related to Senior HR roles is required, such as: HR Generalist, HR Manager, HR Business Partner/Lead or Employee Relations (3 years) and familiarity with employment law (2-3 years). + Candidates with experience working in non-union environments, preferably large, global, matrix organizations (2 years). + Experience in Shared Service centers (highly preferred but not required, 2 years) + Advanced English Level. **Work schedule:** San José, Costa Rica. Mon-Fri day shift. No Relocation support available **Business Unit Summary** **Mondelēz International is the world’s largest chocolate, biscuit and candy maker, and the second largest gum maker. Our North American and U.S. headquarters are in East Hanover, New Jersey, about 25 miles outside of New York City. We have Canadian offices in Toronto and Montreal. We have a strong North American manufacturing presence where we make our well-loved snacks like** **_Oreo_** **cookies,** **_belVita_** **breakfast biscuits,** **_Trident_** **gum and** **_Cadbury_** **chocolates. Our East Hanover location also houses our global research and development center for our consumer-favorite cookie and cracker brands.** USA: Mondelēz Global LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law. Applicants who require accommodation to participate in the job application process may contact 847-943-5460 for assistance. Canada: If you are applying to a position in Canada, accommodations for applicants with disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process. For all internal and external applicants who require accommodation in the recruitment and selection process please contact 847-943-5460 for assistance/support. **Job Type** Regular Service Operations (Delivery) Global Business Services At Mondelēz International, our purpose is to empower people to snack right through offering the right snack, for the right moment, made the right way. That means delivering a broader range of delicious, high-quality snacks that nourish life's moments, made with sustainable ingredients and packaging that consumers can feel good about. We have a rich portfolio of strong brands – both global and local. Including many household names such as Oreo, belVita and LU biscuits; Cadbury Dairy Milk, Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum. We are proud to hold the number 1 position globally in biscuits, chocolate and candy as well as the No. 2 position in gum Our 80,000 Makers and Bakers are located in our operations in more than 80 countries and are working to sell our products in over 150 countries around the world. They are energized for growth and critical to us living our purpose and values. We are a diverse community that can make things happen, and happen fast. Join us and Make It An Opportunity! Mondelez Global LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law. Applicants who require accommodation to participate in the job application process may contact 847-943-5460 for assistance.