Associate Experience Advisor Lead

Acosta•Jacksonville, FL

About The Position

The Associate Experience Lead Advisor is a critical role to help shape the associate experience at the Acosta Group. You serve as the lead for the Associate Experience Advisor team being the go-to person for escalations on complex and/or confidential associate situations and any challenges that arise from the team as they work their cases. You are a person that enjoys developing others and helping them achieve resolution to best serve our associates. You have strong attention to detail, analytical skills to effectively resolve challenges, thrive in a fast-paced environment and you are laser focused on delivering a positive associate experience.

Requirements

Associates Degree
Associates degree in Human Resources, Business or related field or equivalent education and experience
Minimum 4 years’ related experience in Human Resources
An associate first mindset with dedication to internal customer service and company culture
Strong verbal and written communication skills; demonstrated ability to effectively with peers, management, teammate and vendors
Strong organizational and time management skills
Strong attention to details
Ability to remain calm under pressure and de-escalate situations
Ability to manage expectations, process and multiple projects simultaneously
A roll up your sleeves and dive in approach with willingness to assist other functions as needed to achieve or exceed department and company business objectives
Ability to work with little supervision and deliver results

Responsibilities

Serve as an escalation point for associates to resolve their questions related to policies, procedures, processes and/or their specific situation
Research associate inquires and requests, and coordinate resolutions with internal partners as needed
Use case management tool for recording and administering requests and may assist other service center associates with opening, recording, processing or closing cases
Develop reports to track progress in the case management tool and provides insight into associate trends
Actively participate in cross functional projects that help drive delivery on company goals
Partner with leadership to improve defined HR procedures and process methods to efficiently and accurately meet performance goals
Take the lead on creating and maintaining detailed documentation of business processes including workflows and standard operating procedures
Maintain confidentiality of department and associate information according to established practices
Strive to meet and exceed metrics and Service Level Agreements (SLAs) where applicable
Mentor junior level staff with the focus on development for the overall betterment of the team and department
Perform other duties as required and/or assigned.