Global Business Services

MDS Digital Capability Manager

R-79329 | Mumbai, India | 10 other location(s) available

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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 manage the in-house operations in the Mondelēz International Business Services Center to ensure impeccable service delivery that satisfies service level agreements and meets productivity and efficiency targets, emphasizing timely, accurate and complete transaction handling and excellent customer care.

How you will contribute

You will manage the employee services community in the service center and onshore in countries and manage the relationships between delivery teams and internal customers. To excel in this role, you will report on service-center performance and lead reviews with the functional leadership team and key stakeholders. In addition, you will contribute to global service management agenda and integrate our global scale using simplified and standardized processes and technologies. As part of this job, you will oversee the employee services center’s annual budget; handle local change requests and follow the global employee services governance framework to keep local documentation updated and compliant; manage suppliers delivering services for the processes; and identify service improvements to continuously improve the quality of the service provided. As a people leader, you will training employees and lead, coach, motivate, train and inspire direct reports to deliver the employee services agenda.

What you will bring

A desire to drive your future and accelerate your career. You will bring experience and knowledge in:

  • Managing people and relating well with all center colleagues
  • Being a team player with demonstrated excellence in communication, interpersonal, and customer service skills
  • Managing a shared service or BPO delivery center regionally in a global organization
  • Managing vendor relationships
  • Project management with experience managing large-scale projects
  • Data analysis with a focus on accuracy and attention to detail
  • Multi-tasking, problem solving and managing fluctuating workloads
  • Building relationships, motivating, educating, and mentoring
  • Taking initiative

More about this role:

Invest In People is one of the 5 key strategic pillars of Mondelez Digital Services (MDS) and Digital fluency is a key enabler for Vision 2030. You will work towards making the Invest in People and Digital fluency strategies come to life through various initiatives

How will you contribute:

MDS Certification Program: MDS takes pride in being the only function in the organisation to offer best in class industry certifications to its people. You will run the program by managing the Certification Owners’ governance, work closely with the workday team to track certification completions and keep the certification scorecard up to date. Pluralsight Platform Governance: Pluralsight is a licensed platform for building deep technical capability such as Enterprise Architecture, DevOps and Cloud. It helps our MDS colleagues to build necessary skills and knowledge for core technical areas needed as MDS organisation. You will manage the licenses and ensure the usage. You will work closely with the users to understand why the usage is low (if at all). You will work with MDS leaders and Pluralsight team to run skill blitz sessions for respective teams. You will also keep Pluralsight usage and ROI scorecard up to date. Enterprise Digital Hub: Enterprise Digital Hub is a key platform to build digital literacy and fluency for the enterprise. You will work as MDS point of contact with the Enterprise team and respective MDS owners to ensure that the content is up to date and relevant Match and Grow platform: Match and Grow platform provides opportunities to MDS colleagues to explore assignments outside of their current work areas. It also provides them an opportunity to post gigs and get a chance to work with fresh perspectives. You will work closely with the Match and Grow team to ensure MDS is aware of any asks as well new features. You will also work with MDS leaders and managers to make them aware about the platform and enhance usage. Communication and Engagement: You will work closely with MDS communication team to ensure all the Invest In people related content is up to date on MDS SharePoint. You will work closely with MDS leaders to crate monthly learning related content for MDS newsletter. MDS Careers: You will work closely with MDS people leads to keep the career champions network running. You will work with MDS leaders to run MDS Learning live events. You will own the competency framework for MDS and ensure it is up to date MDS Capability Roadmap: You will work closely with MDS leaders in designing the MDS capability roadmap (The What and the How) as well as work closely with the People Leads in implementing the roadmap IIP ROI scorecard: You will play a significant role in determining effectiveness KPIs for the IIP investment

Digital capability is a key capability for our organization and MDS is one of the main enablers of this very important strategic initiative. You will be the go-to person for the enterprise for any digital capability related queries. You will work closely with the finance team to handle budget requests, PO creations etc. You will work with workday team to administer learning content in workday as well as manage necessary learning partner approvals. You will work with innovation team to bring innovation in our ways of working. You will also actively participate in building a continuous learning culture.

What will you bring:

Empathy and servant leadership

Desire to explore perspectives and openness to test and learn

Technology mindset, how to we use technology to enhance our day-to-day work

Ability to navigate through a huge and complex organization and processes

Continuous learning mindset

Influencing without authority skill is a strong plus

Background in learning systems, business services is an advantage

Ability to work globally (with different time zones) and collaborate across levels of leaders

Preferred Location: India/MEU

Country to country Relocation support available through our Global Mobility Policies

Business Unit Summary

At Mondelēz International, our purpose is to empower people to snack right by offering the right snack, for the right moment, made the right way. That means delivering a broad 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 globally and locally 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 top position globally in biscuits, chocolate and candy and the second top position in gum.

Our 80,000 makers and bakers are located in more than 80 countries and we sell our products in over 150 countries around the world. Our people 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.

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.

Job Type


Service Operations (Delivery)

Global Business Services


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