Global TA Excellence Lead

Mondelēz International; Mumbai; On-site; INR 1,500,000 - 1,900,000; Full time

Job summary

Mondelēz International is seeking a people‑oriented leader to manage its Employee Services Center within the Digital Services Center, ensuring impeccable service delivery that meets SLAs and productivity targets. You will lead performance reviews, governance, and supplier relationships, while guiding a team to deliver high‑quality service through continuous improvement.

Responsibilities include budget oversight, change requests, documentation compliance, and training of staff to drive the

Qualifications

• Experience leading a service center or BPO delivery regionally in a global organization.
• Strong project management experience, including process redesign.
• Data analysis with emphasis on accuracy and actionable insights.
• Advanced English language skills required to interact with global teams.

Responsibilities

• Oversee the employee services center operations and ensure SLA‑driven delivery.
• Report on service-center performance and lead reviews with leadership and stakeholders.
• Manage the annual budget for the employee services center and govern processes per global framework.
• Coordinate with suppliers delivering services and drive continuous improvements in service quality.
• Train, coach, and motivate direct reports to deliver the employee services agenda.

Skills

People management

Communication

Vendor management

Project management

Data analysis

Multitasking

Mentoring

Taking initiative

Job description

Job Description

You manage the in-house operations in the Mondelēz International Digital 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

• 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

• English: advanced (must)


• Strong project management experience (Process redesign)


• External Vendor Management


• Leading global Onboarding technology


• Process redesign and continuous improvement


• High interest in technology (Manage tech deployment projects).


• Good analytical mind, connect data to insights.


• Strong stakeholder management & influence

No Relocation support available, however for candidates voluntarily moving internationally some minimal support is offered through our Volunteer International Transfer Policy

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

Regular

Service Operations (Delivery)

Global Business Services