Manager, Employee Experience

3 months ago

Kent, United Kingdom Driscoll's Full time

About the Opportunity

This strategic leadership role holds global significance, as it is instrumental in managing, enhancing, and continuously improving the EMEA HR service delivery function. It requires effective collaboration with other HR service delivery leaders. A top priority is to ensure the delivery of high-quality services to our employees while maximizing the value-additive partnerships of Human Resources within the organization. This role will further elevate the core employee-facing services and program deployment across multiple operations and countries within EMEA, driving the post-implementation and global coordination of Driscoll’s HR programs and processes in accordance with Driscoll’s HR operating model.

The role requires an appetite and ability to leverage HR technology to ensure full life-cycle employee processing and HR compliance through the use and optimization of Workday and other HR platforms. Reporting to the Vice President of Global People Services (GPS) with matrixed reporting to the Vice President of EMEA HR Business Advisory, you will partner with key HR and business stakeholders to develop and optimize standard operating procedures and adherence to service level agreements (SLAs) with a commitment to addressing changing HR service needs in the most responsive and efficient manner possible, driven by a broader vision of serving our external customers and consumers, aligning with Driscoll’s mission, vision and values.

Responsibilities

• Manage and direct the work of HR Employee Experience & Functional Tier 2 Specialist teams, determining work procedures, expediting the workflow, assigning duties, examining work for accuracy and conformance to policies and procedures, and troubleshooting issues that arise
• Ensure all Tier 1 & Tier 2 supporting documents (HR Help Solutions, FAQs, and SOPs: standard operating documentation) are maintained and updated timely and provide accurate information
• Develop, lead, and motivate the HR Employee Experience team through coaching, influencing them to take positive action and accountability for their assigned work.
• Oversee internal and external audits as required
• Define and Develop performance metrics, monitor team member productivity, and generate appropriate progress reports for the leaders to review
• Partner with all HR functional teams to ensure process improvement and technology to ensure processes are documented
• Establish effective and collaborative partnerships with the leaders of Global People Services and EMEA HR Business Advisory, while building borderless services, and effectively cross-trained teams
• Partner with COE leads, program owners, PMO, and GPS leadership to plan and coordinate resources supporting the global HR calendar for program rollout and business-as-usual support
• Drive continuous improvement standards to promote team efficiency
• Partner with key stakeholders to understand service delivery expectations and ensure services meet or exceed expectations
• Develop and monitor performance and plan resource allocation to ensure adequate coverage and adherence to service level agreements
• Collaborate with the team to resolve complex issues related to HR programs and processes
• Ensure compliance multiple EMEA country jurisdictions, works councils, and statutory laws within NL, UK, Spain, Portugal, Morocco, and South Africa
• Recommend HR process redesign to improve service delivery and/or operational efficiencies by leveraging existing resources and new technologies
• Manage and support projects as assigned within HR employee experience & service delivery
• Ensure employee service and satisfaction in all areas of assigned responsibility
• Build, mentor, and provide leadership to HR Employee Experience Specialists and Functional Tier 2 Specialists to ensure top performance across multiple disciplines
• Ensure development, maintenance, and delivery of curriculum to support internal end-user training and change management initiatives
• Travel up to 30% both domestically & internationally
• All other duties as assigned

Key Success Indicators:
• Satisfaction/Customer metrics
• Utilization of HR support tools to enable the best response & solutions to our customers
• Measured EMEA People Services activities, productivity, and customer impacts, resulting in improved employee experience while driving innovative practices and outcomes
• Leveraging data and metrics that drive continuous improvement
• Efficiencies are gained while improving the employee experience and reducing costs to execute HR programs

Candidate Profile

• Demonstrated leadership in team management, development, and coaching
• Demonstrated capabilities toward operational & process excellence, metrics/KPI and customer service
• Ability to make recommendations to resolve problems by using judgment that is consistent with standards, practices, policies, and procedures within Driscoll’s and compliance with EMEA’s multiple country jurisdictions and statutory employment laws
• Knowledge of HR customer service technologies and HR platforms
• Excellent analytical, organizational, and communication skills
• Proven experience analyzing, interpreting, and summarizing complex case/ticket data and trends
• Demonstrated performance for driving efficiencies and performance
• Bachelors’ degree
• Bilingual (English/Dutch or English/Spanish) preferred

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