Job Overview

This position will sit out of our Corporate Office in the South Park area of Charlotte, NC.

The Manager, HR Shared Services oversees both strategic and routine functions of the HR Service Center through providing remarkable customer service, refining processes, and relentlessly innovating. This role leads the HR Service Center Team, supports HR Services, and companywide programs. This includes partnering cross-functionally in the development of programs and processes to support our teammates, leaders, and partners. This role will lead the team in actively supporting Coca-Cola Consolidated’s HR culture.

Duties & Responsibilities

• Manages, leads, and motivates a team to deliver results by communicating company goals and deadlines; engaging and developing teammates through effective performance management, coaching, and training; implementing continuous improvement methods while maintaining customer focus; and embodying company purpose and values to inspire servant leadership
• Leads the team in creating a culture of providing remarkable customer service to our teammates, while promoting and maintaining a positive culture where teammates want to work. Collaborates heavily with leaders across the HR function and the organization.
• Oversees HR Service Center Services and leads the administration support processes including severance agreements, I-9 Administration, Unemployment, Policy administration, provision of employee files for legal cases, employment verifications, internal programs, etc.
• Manages all third-party vendor relationships pertaining to HR Shared Services to ensure fulfillment of SLAs and adherence to budgets, serves as a primary stakeholder in HR Service Center solutions
• Serves as a key stakeholder in supporting Company-wide programs and initiatives
• Provides thoughtful recommendations on ways to refine processes in order to enhance the value of our current solutions, mature processes, build efficiency, and improve customer service through partnering and learning from other COE’s. Analyzes data trends to provide thoughtful and informed leadership and business insights (Telephone system, case management solution, etc.)
• Manages our teammate knowledge base content, develops reference documentation, and provides training to ensure the Service Center’s readiness in responding to broad HR subject matter, accurately and consistently and to support the team's development
• Other duties as assigned

Knowledge, Skills, & Abilities

• Functional knowledge of call center operation and related success metrics (HR service center preferred)
• Ability to select, coach, and develop team members; strong process orientation and project management skills
• Knowledge of human resources, benefits, and payroll processes
• Big picture mindset, excellent problem solving, strong interpersonal skills, ability to prioritize work, interpret data, initiate and implement change
• Ability to manage and administer a broad range of tasks including resolving complex issues, and complaints, and interpreting policies and procedures
• Experience with HR systems and technology (e.g. SuccessFactors, Genesys, Case Management Solutions, Contract Management, etc.)
• Ability to manage many competing priorities in a fast-paced service environment

Minimum Qualifications

• High school diploma or GED
• Certification Requirements (Driver’s License, Professional Certification, etc.)
• Knowledge acquired through 3 to 5 years of related work experience.

Preferred Qualifications

• 3 years of experience working in a service center environment with progressive responsibility and 1 year of experience serving as a leader or coach to others
• Bachelor’s degree (4 years)
• PHR or SHRM certification
• Bilingual in English and Spanish

Work Environment

Office environment