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

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, Service Now) 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 enhancements that elevate the employee experience.
• Proactively identify operational gaps, propose solutions and drive continuous follow‑through.

What You Will Bring

• Proven critical‑thinking and problem‑solving skills.
• A growth‑oriented mindset with a strong eagerness to learn.
• Genuine enthusiasm for working with people and building positive, long‑term relationships.
• Exceptional attention to detail and commitment to customer centricity.
• Resilience in a fast‑paced, multicultural environment.
• Practical experience with case‑management systems (Service Now, Workday).
• Fluent English and Dutch at B2–C1 level.

Previous HR, customer service or administrative experience in an SSC/BPO setup is a plus.

What’s in It for You

Join Europe’s leading snacking company—home to iconic brands such as Cadbury, Oreo, Bel Vita, Marabou and LU—across 48 markets.

In Romania, you’ll embark on an exciting, progressive career and enjoy a comprehensive benefits package.

Relocation Support Available?

No Relocation support available

Business Unit Summary

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!

Our people make all the difference in our succes

Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Excited to grow your career?

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!

IF YOU REQUIRE SUPPORT TO COMPLETE YOUR APPLICATION OR DURING THE INTERVIEW PROCESS, PLEASE CONTACT THE RECRUITER

Job Type

Regular

Service Operations (Delivery)

Global Business Services: