PIAP Lead

Job description

DESCRIPTION & REQUIREMENTS:

Position Overview:

The PIAP & L&D onsite support Lead is responsible for successfully delivering PIAP services for KO employees as well as Non-KO resources, and L&D Onsite services leading and managing a team of four individuals, including two PIAP Adjudicators and L&D Coordinators (JG09) and two PIAP Program Specialists (JG08) providing support to Corporate employees based in United States.  Will ensure that this team continuously meets and exceeds customer’s expectations by delivering an integrated service.

The PIAP & L&D onsite support Lead will also manage operational performance by monitoring operational metrics and service Level agreements.  Will also be responsible for designing and delivering quality assurance and continuous improvement programs that would help improve the delivery of these services.

1.            Perform PIAP Adjudicator and L&D Logistics Coordinator activities by managing and coordinating the day-to-day progress and execution of the company’s Personnel Integrity Assurance Program in the delivery of transactional excellence across the Corporate/North America regions.  Examine all reliable information about a person using the background investigation reports provided by our third-party service provider and make a determination that the individual meets the high standards of personal integrity established by the Company.

Adjudicators act as internal and external liaisons and subject matter experts (SME) to gather all adjudicative information in the evaluation of cases and determine the issuance or non-issuance of an integrity or access security clearance. Provide onsite support to COEs by being available in area, setup and breakdown of materials and equipment.        25%

2.            Perform PIAP Program Specialist activities Provide and coordinate transactional support to the recording of Non-Employee information into the appropriate repositories and systems.  Analyse and validate of background investigative reports for all non-employees using established Company standards.  Ensure that work is conducted in accordance to Company policies and processes within agreed upon operating and service level agreements.      10%

3.            Responsible for overseeing the PIAP processes for KO employees and Non-KO resources and vendors, as well as the Learning & Development On-site Logistics support. The daily duties include:

•             Monitoring performance and Service Level agreements

•             Identifying and resolving problems

•             Preparing performance reports by collecting, analyzing, and summarizing data and trends and completing action plans

•             Managing system and process improvement and quality assurance programs

•             Keeping a constant focus on improving Customer Satisfaction    30%

4.            Responsible for coaching, counselling, and disciplining employees; responsible for communicating job expectations, planning, monitoring, appraising, and reviewing job contributions. Also responsible for planning and reviewing compensation actions, enforcing policies and procedures and overseeing projects managed within the team.    15%

5.            Facilitate and accelerate the business relationship with customers based upon an understanding of their needs and concerns.  Engage with customers whenever a negative comment/survey result is received to uncover possible issues, create RCAs and develop permanent corrective actions 5%

6.            Be the Point of Contact for PIAP and L&D onsite logistics services presenting Metrics, Dashboards and Root Cause analysis when required.                  4%

7.            Identify specific processes that need to be optimized, define and agree action plans with the key stakeholders to improve the delivery of HR services focus on improving Customer Satisfaction. 9%

8.            Responsible for the development of the annual plan based on statistical historic data review and focusing on driving operational excellence considering:

•             Annual activities deployment based on courses annual needs and hiring requirements.

•             Staffing strategy definition for high volume periods.

•             Definition of the team´s workload for each period.          2%

QUALIFICATIONS / COMPENTENCIES / SKILLS:

Technical Skills:

•             People Management Skills

•             Managing, mapping and documentation processes experience

•             Defects managing culture

•             Metrics, Data Analysis and Problem Solving

•             Process Improvement using Operational Excellence methodologies

•             Negotiation

At least 3 years in Management Experience and Customer Service operations/functions

Knowledge on Human Resources Processes

Experience collecting, processing, creating and interpreting data analytics to derive business insight and drive Customer value

Demonstrated experience leading cross-functional teams

 

LEADERSHIP BEHAVIORS:

 

•DRIVE INNOVATION:  Generate new or unique solutions and embrace new ideas that help sustain our business (encompassing everything from continuous improvement to new product and package innovation).

 

•COLLABORATE WITH SYSTEM, CUSTOMERS, AND OTHER STAKEHOLDERS:  Develop and leverage relationships with stakeholders to appropriately stretch and impact the System (Company and Bottler).

 

•ACT LIKE AN OWNER:  Deliver results, creating value for our brands, our System, our customers and key stakeholders.

 

•INSPIRE OTHERS:  Inspire people to deliver our mission and 2020 Vision, demonstrate passion for the business and give people a reason to believe anything is possible.

 

•DEVELOP SELF AND OTHERS:  Develop self and support others’ development to achieve full potential

 

Honesty and integrity have always been cornerstone values of The Coca-Cola Company. Our passion for people of integrity mirrors our spirited drive for total quality in our brands. These and other elements allow the company to sustain strategic practices and drive business performance. The Personnel Integrity Assurance Program is another step toward making The Coca-Cola Company the premier workplace. This process includes a pre-employment background investigation that applies to all applicants employees and contractors of the company. The scope of this inquiry may cover such elements as education employment history a criminal history check reference checks and a pre-employment drug screen. Designated countries or sensitive positions within the company may have more stringent standards.

At The Coca-Cola Company you can cultivate your career in a challenging and dynamic environment. We are the largest manufacturer and distributor of nonalcoholic drinks in the world-selling more than 1 billion drinks a day. Unlock your full potential with a future-focused company that is known and respected throughout the world.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.