The Sr Manager, HR ESC will be responsible for HR Employee Service Center best practices providing guidance, support, and recommendations to achieve a consistent, equitable, and positive experience for our employees. This role will lead a variety of cross-functional partners using knowledge of HR, operations, and administrative processes and practices. The Sr. Manager will ensure that all programs are scaled for efficiency, measured continuously, and evaluated for effectiveness and areas for improvement. Additionally, the role will focus on efficiencies and process improvements across the CEI HR teams and partner with CEI colleagues on trends, issues, and potential process and technology fixes. This role will translate those needs into recommendations and lead a range of projects for Cox (enterprise-wide, as well as CEI Corporate specific), as needed. The Sr. Manager reports to the Director, HR Enablement.

Primary Responsibilities and Essential Functions

• Leads Employee Service Center best practices within CEI and across the Enterprise by interacting with cross-divisional departments to gain understanding of business processes and how those can be supported
• Leads and manages large, complex enterprise-level projects consisting of multiple teams such as severance processing and electronic employee personnel files
• Manages multiple vendors engagements across project portfolio
• Contributes to the development and implementation of operational strategies, policies, and practices that ensure quality, cost, and service delivery expectations are met
• Drives and monitors operational practices and outcomes to identify:
  • Client satisfaction levels and trends,
  • Alignment and integration with core People Solutions operations across the organization,
  • Compliance with company, regulatory and other requirements,
  • Cost reduction / efficiency opportunities,
  • Areas of success,
  • Areas of concern
• Develops and recommends comprehensive process and systems changes to improve efficiency, effectiveness, and reduce costs
• Leverages subject matter expertise in the definition, design, development, testing and implementation of new transactional and service delivery processes
• Manages new / improved process implementation, including employee content, communication and training
• Researches, analyzes, and designs solutions in response to business needs
• Presents process findings and recommendations to project teams
• Translates HR and business objectives into projects with defined scope, timing, deliverables, resources, and key measures of success
• Leads and oversees project initiation, risk assessment, team selection and startup, execution and post-project review
• Liaises with CEI HR colleagues (e.g., Benefits, Compensation, Payroll, Generalists) on inquiry trends, recurring issues, potential process and technology fixes, etc; translates those needs into recommendations and executes, as needed
• Ensures documentation for CEI employee, managers, and HR are updated, easily accessible, and clear for intended audiences; looks for opportunities for documentation to serve cross-enterprise needs
• Partners with HR Technology Services (HRTS) and CEI IT on technology enhancements; influences their roadmap based on business needs
• Develops and tracks quantitative and qualitative reporting for the HR Employee Service Center; uses reporting to influence recommendations for improvement

Qualifications

• 8+ years human resources experience; time spent as a business partner and/or management or HR consultant greatly desired
• Strong presentation skills; able to present and explain complex methods and analyses to executive audiences in a simplified way
• Exceptional bridge builder at all levels; able to meet new stakeholders, quickly understand their requirements/needs, and build their perspectives into recommendations; strong interpersonal skills
• Strong analytical and critical thinking skills in challenging situations; able to effectively summarize and present information from many, various sources; anticipate, and resolve issues
• Able to articulate the voice of the customer (employees, managers, business, HRBPs and COEs) from across the entire enterprise and advocate for them; balance competing stakeholder needs
• Skill in program planning and assessing needs and trends, formulating policy, and developing and implementing new strategies and procedures
• Superior attention to detail, with the ability to prioritize actions and projects efficiently and effectively
• Ability to work independently and with a sense of urgency
• Ability to work with minimal supervision and direction and take initiative in pursuing cross-divisional responsibilities
• Unquestioned integrity with assertiveness, presence, and confidence
• Excellent influencing skills at all levels in the organization and competence in making timely, effective, principles-based decisions
• High customer service focus; a team player with a solid work ethic
• Ability to perform effectively under competing and/or conflicting demands
• Demonstrated ability to manage confidential and sensitive employee information and adhere to strict data privacy standards
• Capable of applying sound judgement and discretion when handling sensitive information
• A desire to learn and grow within the department, organization, and enterprise overall
• PHR or SPHR preferred
• PMP preferred
  

About Cox

Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses – which includes Cox Automotive and Cox Communications – is forging a better future for us all. Ready to make your mark? Join us today!

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Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

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