Operations Lead, Enable vendor

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 are a specialist in a process, workstream or area in Mondelēz International Digital Services, working to support impeccable service operations.
How you will contribute
You will use your in-depth process and service knowledge in your area of expertise to ensure that service level agreements and obligations are met. As a co-owner of the development of standard operating procedures, you will drive standardization and simplification of processes. In addition, you will provide input for training materials, ensure that standard operating procedures and data protection activities comply with Mondelēz International policies and the law, analyze and report on exceptions and offer recommendations for process improvements, and lead the sustainable continuous improvement process for the team.
What you will bring
A desire to drive your future and accelerate your career. You will bring experience and knowledge in:

• Your specific process area
• Working in a shared service organization
• Being a good team player and influencing others
• Process design and mapping, and business requirement gathering experience
• Communicating effectively, applying interpersonal skills and taking initiative

More about this role
What you need to know about this position: You will own end-to-end vendor master operations delivered through the BPO service provider, be the face of the function to the business, and ensure both the BPO service provider and the Supplier Portal enabled by HICX deliver against their commitments.
Day-to-Day Operations Management -

• Own end-to-end daily operations of vendor master processes (creation, extension, changes, block/unblock, mass updates, inactivation)
• Serve as the primary point of contact for the business on all operational matters
• Manage daily workload, queue health, aging tickets, and backlog across ServiceNow and the Supplier Portal (HICX)
• Ensure all activities are executed per Standard Operating Procedures and within agreed timelines

BPO Service Provider Performance Management

• Manage the BPO service provider's day-to-day delivery and hold them accountable to SLAs and KPIs
• Own the weekly and monthly performance scorecard; conduct regular governance reviews
• Track and report on processing accuracy, throughput, turnaround times, and error rates Mondelez International Internal
• Identify performance gaps, drive corrective actions, and ensure continuous improvement in service delivery
• Manage capacity planning and resource allocation discussions with the BPO service provider

Escalation Management & Business Engagement -

• Act as the escalation point for all operational issues between the business, BPO service provider, and Supplier Portal (HICX)
• Handling day-to-day firefighting from internal and external stakeholders
• Follow up with business requests on pending actions, missing documentation, and open queries
• Resolve conflicts and operational bottlenecks in a timely manner
• Build and maintain strong relationships with Procurement, Finance, and business stakeholders

Supplier Portal (HICX) Operations

• Serve as the primary liaison with HICX on all operational and service matters
• Monitor SLA compliance from the Supplier Portal and manage operational issues on the platform
• Coordinate with HICX on workflow bottlenecks, pending tasks, and process gaps

Performance Reporting & Dashboarding

• Deliver weekly and monthly operations reports to leadership covering volumes, aging, accuracy, and SLA metrics
• Build and maintain performance dashboards for operational visibility
• Manage the demand tracker - tracking incoming requests, prioritization, and capacity
• Provide data-driven insights and recommendations to improve operational outcomes

Compliance & Controls

• Ensure adherence to SOX and non-SOX controls across all vendor master activities
• Monitor compliance screening processes (ABAC, VAT validation, financial stability checks) Mondelez International Internal
• Support audit readiness through proper documentation and control evidence

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

• Operations management in a shared services or BPO-managed environment Managing external service providers against SLAs, KPIs, and contractual obligations
• Vendor master data, procurement operations, or Source to Pay (S2P) processes
• Performance reporting, dashboarding, and operational analytics
• Escalation management and cross-functional stakeholder coordination
• Compliance and controls experience (SOX preferred)
• Strong communication, analytical, and problem-solving skills
• Ability to manage firefighting while maintaining strategic focus
• Working effectively in a matrixed, global organization

Beneficial:

• SAP vendor master module knowledge
• Experience with supplier portals (HICX or similar)
• ServiceNow familiarity

No Relocation support available
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