Human Resources Employee Experience Specialist

About the Opportunity

The Human Resources (HR) Employee Experience Specialist position provides comprehensive HR support and general services to all employees within a designated region who contact People Services through various communication channels, including phone, e-mail, and the employee self-service portal (Dovetail). Candidates must be comfortable working in an environment with high personal accountability as measured by a set of functional and team productivity, quality, and efficiency metrics. In this role, the HR Employee Experience Specialist will provide the first and often, the most lasting impression of Driscoll’s EMEA People Services and, therefore, must represent our ideals for acting with the highest standards for service, professionalism, accuracy, and efficiency as well as an appropriate sense of urgency.
This position serves as a primary contact and is responsible for receiving and resolving tier 1 through 2-level HR inquiries and transactions. This involves responding to employee and manager questions or issues related to HR policies, procedures, benefits, Workday transaction support, support of other HR platforms, program execution, and other employee-facing inquiries. The role will partner closely with other core functions of Human Resources, managing the escalation path of inquiries to other Human Resources functional areas, predominately the HR Business Advisory Group or Specialist functions of Business Unit Human Resources, as required.
Key Success Indicators:
• Satisfaction/Customer metrics
• Utilization of HR support tools to enable the best response & solutions to our customers
• Productivity—Employees and Managers are well-versed in the intentions, processes, and intended outcomes of core HR programs and policies
• Metrics and reporting are shared and leveraged for continuous improvement
• Efficiencies are gained while improving the employee experience

 Responsibilities

• Responsible for providing HR-specific employee support through resolution (benefits, payroll, systems); ensuring compliance with applicable policies, procedures, and program execution support
• Receive and respond to HR services, technology, and reporting inquiries and requests with timely, accurate, and professional responses while managing multiple contact channels and continually prioritizing among static (email) and dynamic (inbound calls or in-person) workflows
• Manage case escalation
• Apply critical decision-making regarding case inquiry escalation and resolution
• Determine best practices for continuous improvement, efficiencies, and utilization of the HR Service Solutions platform
• Share in the development and deployment of knowledge articles and content management
• Complete external employee verification document fulfillment
• Employee record and file management; review and approval of employee transactions in Workday (employee movement, personal data changes, work data changes, and compensation changes)
• Manage new hire orientation and off-boarding processes
• Provide accurate and timely data, metrics, and reports as requested by Managers (their direct manager and the customers who are managers)
• Improve delivery of HR information through effective use of technology and HR platforms; ensure data integrity of systems

Candidate Profile

• In-depth knowledge of HR operational services and intermediate knowledge of other HR disciplines
• In-depth knowledge of core HR practices, policies, and procedures
• Capable of impacting the results of the EMEA People Services function in service of our customers
• Resolute in handling confidential/sensitive information
• Exceptional customer service focus, including attention to providing quality results with demonstrated ability to prioritize multiple tasks and manage work time efficiently
• Knowledge of Dutch labor law required
• Bilingual English/Dutch
• Other EU language skills preferred
• Bachelor’s degree (or commensurate experience may be considered)

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