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
About Driscolls
Driscoll's is the global market leader for fresh strawberries, blueberries, raspberries and blackberries. With more than 100 years of farming heritage and hundreds of independent growers around the world, Driscoll's is passionate about growing fresh, beautiful and delicious berries. Our values of humility, passion and trustworthiness have guided our mission to delight consumers around the world.
Driscoll's exclusive patented berry varieties are developed through years of research using only natural breeding methods – meaning, no GMOs. From farm-to-table, we focus on delivering a high quality, premium berry experience with our many supply chain partners.
Driscoll's is the trusted brand for Only the Finest Berries™.
Driscoll's es el proveedor líder en la comercialización de Fresas, Frambuesas, Zarzamoras y Arándanos Azules en el mundo. Con más de 100 años de herencia en agricultura y cientos de productores independiente alrededor del mundo, Driscoll's es una compañía apasionada por cultivar Berries frescas, hermosas y deliciosas. Nuestros valores de humildad, pasión y confianza han guiado nuestra misión de deleitar a los consumidores en el mundo.
Las variedades exclusivas de Driscoll's han sido desarrolladas a través de años de investigación usando sólo métodos de mejoramiento natural. De la granja a la mesa, nos enfocamos en ofrecer una experiencia de alta calidad con apoyo de nuestros socios de la cadena de suministro.
Driscoll's es la marca de confianza de sólo las mejores Berries.
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Fulltime
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