Manager Associate Service Center

Address: USA-MA-Quincy-1385 Hancock Street
Store Code: Associate Service Center (2760841)

A great career opportunity

Ahold Delhaize USA, a division of Netherlands-based Ahold Delhaize, is the parent company for Ahold Delhaize's U.S. companies, including its local brands, Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop, and the U.S. services companies, Retail Business Services, Peapod Digital Labs and ADUSA Supply Chain. When considered together, the local brands of Ahold Delhaize USA comprise the largest grocery retail group on the East Coast and the fourth largest grocery retail group in the nation, operating more than 2,000 stores and distribution centers across more than 20 states and serving millions of customers each week through a uniquely local omnichannel experience. The Ahold Delhaize USA company team includes just over 100 associates across all East Coast office locations.

• Act as company expert in employee call center industry practices, technologies and initiatives
  Provide leadership, direction, and accountability for ADUSA ASC supervisors, specialists and associates.
• Support the ADUSA Career & Experience leadership team and Business Services peers to consider and choose the appropriate shared service strategy to support the Business Services/Career & Experience vision.
• Lead efforts to implement identified strategies to improve systems and processes; incorporate increased automation, eliminate duplicate effort and improve controls to achieve maximum productivity and service levels; monitor results against established expectations.
• Provide direction in the development of metrics and reporting that monitor key performance indicators related to the ASC. Use the data to collaborate with other departments for coaching and accountability or to recommend changes to policies and procedures.
• Work with Managers and Supervisors to develop and deploy efficient training for new and current ASC staff, with a focus on continuous improvement.
• Manage QA, and develop and manage quality control processes that are used to inform and enhance continuous improvement in service delivery from all ASC team members.
• Partner with the HRIS technology team to keep systems updated, information relevant, and workflow appropriate.
• Anticipate customer needs and make recommendations based upon trend information and customer dialogue, and manage customer expectations.
• Responsible for communication between Business Services management, the ASC team and, as appropriate, brand/HR representatives, ensuring awareness of known issues/resolution states and system updates, and facilitating constructive two-way feedback.
• Facilitate the maintenance of ServiceNow knowledge base and determine what types of information should be shared by the ASC to Business Services and externally to user groups from the companies supported by ADUSA.
• Recommend business areas and content to expand selfservice with HR business partners and implement agreed upon changes.
• Provide leadership and act as a role model, both within the department and company, in the development and motivation of people. Responsible for ensuring proper selection, training, professional development and recognition of all associates working in the Associate Service Center.

• Bachelor's degree or equivalent combination of education and related work experience.
• Minimum 5 years experience working in an HR (or other) service center environment or customer service center, and familiarity with common service center tools (e.g. telephone, case management).
• Demonstrated success in implementing and improving systems to increase automation and deliver maximum productivity in a high volume processing environment.
• Proven experience in managing and developing people and processes, communication, and change management.
• Strong analytical and critical thinking skills and uses these skills to solve problems.
• Strong communication skills, both written and verbal.
• Strong management skills, focused on people and leading with emotional intelligence/empathy.
• Influences customer and/or organizational leadership to accomplish operational objectives.
• Builds alliances and relationships across the organization to overcome barriers and achieve results.
• Strong skills with Microsoft Office suite and ServiceNow.
• Ability to develop and drive strategic planning.
• Ability to create and manage project plans.