About the Opportunity

This Human Resources Manager, HR Service Delivery is responsible for the supervision, coordination, enhancement, and continuous improvement of the US & Canada HR service function with an effective partnership with the Director of HR service delivery for the Americas. One of our highest priorities is ensuring the delivery of high-quality services to our employees while maximizing the ability of human resources to contribute strategically within our organization. This role will supervise the US Global People Services (GPS) HR Customer Service teams responsible for full life-cycle employee processing and HR compliance through using and optimizing Workday and other HR systems. In addition, this role requires comprehensive knowledge and experience in US employee relations practices, processes, and US labor law. The role will report to the Director of HR Service Delivery, Americas’ and partner with key HR and business stakeholders to develop and optimize standard operating procedures and adherence to service level agreements (SLAs). The role will ensure that changing HR service needs are addressed in the most responsive and efficient manner possible, focusing on providing exceptional service to Driscoll’s employees and managers and providing dedicated employee relations support. Key Success Indicators: • Satisfaction/Customer metrics • Resolution of employee relations inquiries and case management • Utilization of HR support tools to enable the best response & solutions to our customers • Measured US 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 while reducing costs to execute HR programs

Responsibilities

•    Supervise and direct the work of HR Employee Experience & Functional 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
•    Facilitate and manage Tier 2 employee relation cases for CA and the US
•    Support and respond to Driscoll’s Speak Up line; manage internal investigations when required
•    Ensure all Tier 1 & Tier 2 supporting documents (HR Help Solutions, FAQs and SOPs: standard operating documentation) are maintained and updated in a timely manner and provide accurate information
•    Develop, lead, and motivate the HR Customer Service Specialist team through coaching/influencing 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 review by the leaders.
•    Partner with all HR functional teams to ensure process improvement and technology to ensure processes are documented
•    Establish effective and collaborative partnership with the leader of HR Service Delivery, LATAM to build borderless services and effectively cross-trained teams
•    Partner with COE program owners, PMO and GPS leadership to plan and coordinate resources in support of 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 with federal, state and local employment laws
•    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 Customer Service
•    Ensure client service and satisfaction in all areas of position
•    Mentor and provide leadership to HR Customer and Functional 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
•    Other duties as assigned

Candidate Profile

•    Demonstrated expertise in employee relations and US labor laws/standards
•    Bachelor’s degree
•    Bilingual (English/Spanish) required
•    Effective collaboration, team leadership, and supervisory experience
•    Demonstrated capabilities toward operational & process excellence, metrics/KPIs 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 to state and federal law
•    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 

Compensation & Benefits:

The following information is provided in good faith as a general description of the salary range and benefits for the position posted.  The actual compensation offered to the successful candidate is dependent upon experience, skills, education, work location, internal pay equity, and other objective job-related factors.

Salary Range estimated for the Human Resources Manager, HR Service Delivery: $81,800 to $110,500 USD.

Driscoll’s is committed to a culture of care and offers an attractive benefits package that includes comprehensive medical, dental, and vision coverage, life insurance, and disability coverage for positions working more than 30 hours per week. Other benefits include:  401(k) with employer match, profit-sharing participation, paid sick time, paid vacation, paid personal and family care leave, and a free Employee Assistance Program (EAP).  More detailed information regarding the benefits package, will be shared during the application process.

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™.

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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.