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Job Information

Acosta Manager, HR Service Delivery in Jacksonville, Florida

Overview

The Human Resources Service Delivery Manager has accountability for HR service delivery of the AskHR team. This involves delivering the employee experience for resolution of inquiries and issues. In this role, you will partner with leadership, managers, and individual associates across the company to manage key operational programs, processes and initiatives.

Responsibilities

The incumbent(s) in this position should exhibit the following Acosta values:

People Minded – Must show dignity and respect to all people

Integrity – Must exemplify the highest degree of ethical behavior

Results Oriented – Must show passion, pride and commitment to succeed

Trust – Must be honest, sincere and confident

Teamwork – Must build trusting relationships

Innovation – Must progress through a combination of creativity, common sense and vision

Balance – Must maintain an optimistic attitude and keep perspective on what is important in life.

Essential Functions:

  • Own the employee service delivery of AskHR for U.S. and Canada. Accountable as the main escalation point for the team. Lead the administration of HR programs, policies, and processes to improve the overall employee experience.

  • Manage HR Service Delivery projects that include contributing to planning, design, implementation, coordination of testing, change management, training and/or documentation.

  • Evolve the service delivery model to identify and implement continuous improvement processes and initiatives to enhance operational efficiency, such as chatbot. Identify gaps on the employee experience and implement solutions to improve.

  • Triage and maintain the ticketing queue and perform daily audits to ensure consistency and accuracy in responses.

  • Identify and provide learning and growth opportunities to develop team members with a diverse set of skills.

  • Create and provide reporting to share departmental service level objectives and trends.

  • Work collaboratively with a variety of internal and external stakeholders to meet service delivery objectives.

Qualifications

Education Requirements:

  • Bachelor’s Degree

Work Experience:

  • 3+ years HR service center operations experience

  • 1 year experience leading an HR service center operations department

Knowledge, Skills and Abilities Requirements:

  • Experience in HRIS systems

  • Prefer Oracle Human Capital Management experience

  • Intermediate experience in Microsoft Office (Excel, Outlook, Word and Powerpoint)

  • Knowledge of data privacy issues, HR laws/regulations associated with HR Service Delivery

  • Ability to maintain the highest level of confidentiality

DISCLAIMER: Acosta/ Mosaic North America is an Equal Opportunity Employer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Mosaic reserves the right to modify all or part of any job descriptions at its discretion in order to meet and or exceed the needs of the business.

We are committed to providing accommodations for persons with disabilities. If you require accommodation, we will work with you to meet your needs, to the extent required by law

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Work State US-FL-Jacksonville

Job ID 2022-217341

Work City Jacksonville

PCN TBD

Position Type Regular Full-Time

Work Zip 32216

Starting average hours per week 37.5 +

Category Corporate Jobs

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