Knowledge Management Specialist
Mondelēz International
CR-San José-Santa Ana
hace 7 días

Description

Mondelez International, Inc. empowers people to snack right in over 160 countries around the world.

  • We’re leading the future of snacking with iconic brands such as Oreo, belVita and LU biscuits; Cadbury Dairy Milk, Milka and Toblerone chocolate;
  • Sour Patch Kids candy and Trident gum.

    Our 90,000+ colleagues around the world are key to the success of our business. Great people and great brands. That’s who we are.

    Join us on our mission to continue leading the future of snacking around the world by offering the right snack , for the right moment , made the right way.

    Mondelez International is looking for vacancy : Knowledge Management Specialist.

    Position Purpose

    The KMS role will be responsible for managing all knowledge for both the employee-facing portal (Employee Center) and the Knowledge Base for IBS.

    This person will be the administrator of the Voice of the Customer, its reporting, use and maintenance of the escalation process supported by the Employee Experience Specialists.

    Develop training program based on business needs and any gap identified in processes.

    Main Responsibilities

  • Manage the quality, accuracy, and accessibility of content in the end-user portal (Employee Center) and Case Management Tool Knowledge Base
  • Work with key stakeholders from the retained HR and Legal to utilize a proactive approach when keeping the content updated.
  • Review and upload new content, changes, or amendments on content on the end-user portal (Employee Center) and Case Management Tool Knowledge Base making sure the Process Change Request is followed from end to end.
  • Work with the different Work Streams Leads and Subject Matter Experts making sure the Process Change Request is utilized correctly and the updates are accurate.
  • Communicate changes and updates made on the end-user portal (Employee Center) and Case Management Tool Knowledge Base to end-
  • users and / or Content Owners, using email and other channels of communication to guarantee changes are cascaded to team members.

  • Manage all feedback received via the Customer Satisfaction surveys and / or end-user portal (Employee Center) and establish an honest and transparent communication with the feedback provider ensuring the Elephant flow works successfully.
  • Be able to embrace a service culture oriented to the satisfaction of end-users and aligned with the Voice of the Customer / Employee Experience methodology.
  • Lead the Customer Experience Champions to manage the escalation process end to end and deliver the customer experience strategy.
  • Work with the Global Knowledge and Employee Center Lead and other Knowledge Management Specialists to align in processes and global standardization and to share best practices.
  • Be able to adjust to different Ways of Working across different regions around the world and be able to adjust to change.
  • In charge of the training team.
  • Responsible for the elaboration and management of the Annual Training Plan.
  • Responsible for the implementation of training and development programs.
  • Management of Key Performance Indicators from Education and Training.
  • Academic Knowledge

  • High School diploma required. Degree in Business, HR, Communication (preferred).
  • Working Knowledge

  • At least 3-5 years of relevant experience in multiple areas of HR with expertise in compliance and controls.
  • Experience in working in a Shared Services organization either individually or as part of a team.
  • Knowledge and experience in administering content management systems, knowledge bases, end-user portals, and / or correspondence management systems.
  • Experience in managing projects (desired).
  • Abilities

  • Ability to perceive communication from the end-user point of view, making content as accessible, intuitive, an easy to find as the tools allow.
  • Outstanding attention to detail and sense of urgency.
  • High operational excellence and with great sense of Customer Service.
  • Basic skills in web design to develop and maintain coherent and simple look and feel of HR content with excellent end-user experience.
  • Highly computer literate : Microsoft Office including SharePoint.
  • Fluent English and Portuguese speaker (preferred) being able also to read and write in these languages.
  • Mondelez International, Inc. is an equal opportunity and Affirmative Action employer. We actively seek to maintain a diverse work force, and Mondelez International, Inc.

    therefore recruits qualified applicants without regard to race, color, religion, gender, national origin, age, disability, or Vietnam veteran status.

    We invite you to leave your CV to be part of this great team of people and brands who make Mondelez International.Join our dream of creating delicious moments of joy! Thank you, we look forward to speaking with you!

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