HR Manager, Client Operations

  • Company: Coca-Cola
  • Location: Brandon, Florida
  • Posted: February 24, 2017
  • Reference ID: 00065274
Job ID: 00065274

The Manager, Client HR Operations is accountable for the Client HR team relationship.  This role is the primary contact between client bottler and all HR functions, driving end-to-end process delivery.  The Manager has direct managerial responsibility for a team of dedicated Bottler Client Support Specialists, which includes Payroll, Employee Master Data, Organizational Management, and Customer Service, and matrix responsibility with Benefits, Governance and other specialized teams.  This team executes the day-to-day HR operational processes, ensures quality and compliance monitoring, and meets or exceeds service levels for the client. 


Manage Customer Experience

  • Establish and maintain the client relationship aligned with the client HR team, including the head of HR; manage client expectations
  • Understand the client’s culture and operational processes as well as stakeholders for communication
  • Maintain client specific data in a centralized location (i.e. contact lists, charts of authority, process documentation)
  • As the primary escalation point for complex operational activities, identify solutions for issues, escalate critical issues for swift resolution, and connect subject matter experts where needed
  • Support client requests and lead implementations resulting from new or changed policies, processes, or technical requirements
  • Lead operational client meetings and business reviews
  • Collaborate and serve as liaison with HR Business Services teams that provide additional client services including but not limited to Talent Acquisition, Talent Management, Learning Administration, Compensation and Benefits.  Drive end-to-end process understanding across teams
  • Align across other dedicated client operations teams for consistent operational best practices
  • Create or approve insight on client business results (KPIs) and team operational results
  • Foster an environment of continuous improvement, customer excellence, and share best practices with the client to improve efficiency and effectiveness continuously

Operations Management

  • Lead the execution of day to day Client Payroll, Org Management, Employee Master Data and Customer Service operations.  Client size may range from 1,000 employees to 8,000.
  • Accountable for accuracy and timeliness of processing activities, ensuring quality checks are completed, and internal controls are followed
  • Respond to external/internal audit inquiries
  • Create quality standards, metrics and reviews among team to ensure high quality performance
  • Resolve all complex escalations that are escalated
  • Ensure alignment of KPIs at all levels (overall tracking of key performance indicators)
  • Ensure that KPI reports are aligned with the SLAs and are reported as agreed
  • Ensure the collation of business and metric data for client operations is submitted monthly for billing and metric summaries for clients

People Leadership and Development

  • Deliver all performance management and associate developmental coaching
  • Manage talent development and career discussions among team
  • Provide coaching, communication and feedback
  • Implement retention strategies within the team
  • Identify appropriate recruitment and sourcing resources to attract skilled talent
  • Identify training needs, may create training content, and may deliver training


Required Experience / Education

  • 7 years of HR, Finance, process operations, or customer service experience
  • 3 years as a lead, supervisor, or manager of a large team (10+ employees)
  • Bachelor’s degree required or equivalent / relevant experience
  • SAP experience required
  • Proficient in MS Excel, Word, and MS PowerPoint
  • Excellent Customer Service and Communication skills
  • Ability to collaborate with cross-functional teams to deliver results
  • Analytical Thinking
  • Process Management & Continuous Improvement
  • Planning & Organizing


Education / Experience

  • Bachelor’s degree or equivalent experience in HR, Accounting, Finance, or Business required
  • Experience
  • 3+ years HR or Payroll Processing experience
  • 7+ years’ experience
  • Previous consumer goods, manufacturing or distribution experience




Coca-Cola Refreshments is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

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