Service Ops Process Lead: SOPs & Continuous Improvement

Mondelēz International; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Mondelēz International Digital Services seeks a specialist to support service operations. You will apply deep process knowledge to meet SLAs, co-own SOPs, and drive standardization.

You will contribute to training materials, ensure SOP and data protection compliance, analyze exceptions, and lead continuous improvement across the team. The role emphasizes collaboration, process design, and business requirements gathering within a global shared services environment.

Qualifications

• Experience in process design and mapping.
• Experience gathering business requirements.
• Strong interpersonal skills and initiative.
• Experience working in a shared service organization.
• Ability to influence and work well in teams.

Responsibilities

• Ensure service levels and obligations are met.
• Co-own the development of standard operating procedures.
• Drive standardization and simplification of processes.
• Provide input for training materials and SOP/data protection compliance.
• Analyze exceptions and recommend process improvements.
• Lead sustainable continuous improvement for the team.

Skills

Process design & mapping

Business requirements

Interpersonal skills

Team collaboration

Initiative & influence

Job description

Mondelēz International Digital Services seeks a specialist to support service operations. You will apply deep process knowledge to meet SLAs, co-own SOPs, and drive standardization.

You will contribute to training materials, ensure SOP and data protection compliance, analyze exceptions, and lead continuous improvement across the team. The role emphasizes collaboration, process design, and business requirements gathering within a global shared services environment.