Job Description

Key user for AMEA region - Maintain and improve team capabilities whilst creating an engaging and safe space to support and encourage continuous learning for teams. Provide timely and effective tier one triage, ongoing communication, change management and overall support for designated processes and technologies. Ensure regular training/upskilling for current employees and new hires is completed in line with global and local processes (SOP/SSD) to enable the effective use of our technologies in the AMEA region.

KEY JOB RESPONSIBILITIES

Provide effective first point of contact technical triage support and ensure that technical knowledge is effectively cascaded within the team.

Training:

Complete 100% of systems & process trainings (live or recorded) and share knowledge in team meetings. Update local materials as needed. Create good news/ tips and tricks/ success stories to be shared regionally/ globally

New Hire Training:

Train new hires on process and technology within the first few weeks as part of their onboarding passport.

Key User Huddles attendance:

Attend huddles regularly and share updates with the BU TA team timely.

Issue Resolution:

Independently resolve user questions before escalating. Share solutions/best practices within 48 hours. Request SOP/training updates as needed.

Escalation:

If unable to resolve, immediately raise a defect case or ask during KU huddles. Track progress and communicate resolution to the user.

BU Knowledge Validation:

Conduct quarterly training sessions on system functionalities, ensure training effectiveness through conducting post training surveys and gathering feedback/ opportunities for improvement

Adoption:

Review monthly adoption data and support BU lead in improving/maintaining adoption in line with KPIs

Partner with the appropriate team to request, advocate and implement required Change Requests/Defect resolution as appropriate for designated BU to drive continuous improvement.

Change Requests:

All Key User-submitted Change Requests include clear requirements, business case, and BU Lead approval.

Lead and Advocate:

Key Users should be actively present and advocate for high business impact defect/change requests during KU huddles/ TA Governance Calls

Testers:

Key Users participate in UAT (testing) before change is implemented (MTP) to provide their confirmation that the changes are working as expected. KU may also be requested to support testing of defect in some instances.

Training and Communication:

Communicate and train the delivery of a CR or the fix of the defect. the impacted TA team impacted

Support in TA controls and compliance

Quarterly Audit AMEA Calls to monitor timely completion of new-hire background checks and drive continuous compliance. Controlled review of exceptions and escalations in regional governance forums. Continuous awareness and learning through ongoing SOP refreshers Adherence to streamlined SOP controls, supported by consistent monitoring and KPI-driven accountability.

We are looking for someone skilled at:

Figuring out the processes necessary to get things done. Knows how to organize people and activities. Understands how to separate and combine tasks into efficient work flows. Can see opportunities for synergy and integration. Can simplify complex processes. Gets more out of fewer resources. Knows what to measure and how to measure it. Can see opportunities for process improvement and reengineering. Good Process knowledge, Training Skills, Critical Thinking/problem solving, Communication, Customer Service, Technical know how skills Must have prior experience working across AMEA markets and global project management experience

Within Country Relocation support available and for candidates voluntarily moving internationally some minimal support is offered through our Volunteer International Transfer Policy
Business Unit Summary


Mondelez India Foods Private Limited (formerly Cadbury India Ltd.) has been in India for over 70 years, making sure our mouth-watering and well-loved local and global brands such as Cadbury chocolates, Bournvita and Tang powdered beverages, Oreo and Cadbury Bournvita biscuits, and Halls and Cadbury Choclairs Gold candies get safely into our customers hands--and mouths. Headquartered in Mumbai, the company has more than 3,300 employees proudly working across sales offices in New Delhi, Mumbai, Kolkata and Chennai and in manufacturing facilities at Maharashtra, Madhya Pradesh, Himachal Pradesh and Andhra Pradesh, at our global Research & Development Technical Centre and Global Business Hub in Maharashtra and in a vast distribution network across the country. We are also proud to be recognised by Avatar as the Best Companies for Women in India in 2019 - the fourth time we've received this award.
Mondel?z 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
Talent Management
Human Resources