Employee Request Management Associate Manager

Job description

As the Associate Manager Employee Request Management, you are the primary point of contact for support, guidance and escalations to the ERM Analysts and HR Admin Analysts in the Service Delivery Center. You and your team will provide support to the NORAM employee population, including direct access with the Human Resources team.  This function manages inquiries related to human resources in general and across domains of payroll, benefits, HR policies, HR systems, transactional work and more as workload requires. The ERM function is relied upon to provide high-quality, comprehensive support, while delivering exceptional customer service to our Danoners. To be successful, you will balance a high degree of tactical execution and critical thinking skills to solve complex problems that arise.

Job Responsibilities:

·  Monitor the metrics of the ERM and HRA teams and provide daily and project direction as required.
·  Serve as backup to ERM & HRA Analysts to facilitate time away from work or increased volumes.
·  Using the Case Management System, provide professional, tactful, and discrete communications when handling employee inquiries.
·  Achieve performance measures and ensure the team adheres to established customer service standards. Ensure all service level agreements are met or exceeded.
·  Provide coaching and performance feedback to Analysts to ensure employee and customer experience expectations are met or exceeded, and address any deficiencies as they arise.
·  Possess up-to-date knowledge regarding the policies, programs, processes, and procedures in all HR disciplines applicable to the NORAM population.
·  Proactively and continuously identify areas for enhancement with key stakeholders, such as data inconsistencies, process improvements, anomalies, invalid entries, communication/cultural barriers.
·  Escalate non-routine matters or concerns to the NORAM ES Director.
·  Assist with or leads a variety of projects that drive down cost, improve service, and provide new functional capabilities desired by our stakeholders.

 

Requirements:

·  You have a Bachelor's degree (preferred); high school diploma or GED required.
·  3+ years of Human Resources experience preferred.
·  3+ year experience working in Shared Service or Call Center environment preferred.
·  Highly organized, detail oriented and able to meet deadlines in a multi-task, fast-paced environment.
·  Customer-focused and collaborative mindset. Key to this competency is the ability to listen, prioritize, and deliver accurate and speedy results.
·  Self-directed individual with initiative, analytical, and problem-solving skills.
·  You have excellent verbal and written communication skills. Must be fluent in English.
·  You have flexibility and willingness to learn by giving and receiving constructive feedback.
·  High tolerance for dealing with ambiguity and ongoing change.
·  Experience working in ServiceNow or other case management program strongly preferred.
·  Strong Microsoft Office skills in Outlook, Word, PowerPoint, and Excel Experience with systems such as Dayforce and Service Now are a plus.

At Danone, we work to make a vision come true: "One Planet, One Health." Here, you will have the space to create, innovate, grow, and most importantly, be yourself, thanks to our Inclusive Diversity culture, where we know that "our differences are what make the difference." Do things your way! The way you work, develop, and progress depends on you. Be innovative, take initiative, and the impact you will have will surprise you. You will work with agile methodologies, in high-performance teams where you will learn, influence, and contribute to achieving specific goals and thus grow with the company.