Manager, Talent Operations Americas

The Manager of Talent Operations is a key player in driving exceptional Customer Satisfaction levels by implementing and running World Class Customer Service Standards. This role leads a team, and it is responsible for providing day to day support to Recruitment Operations Advisors and it also needs to identify, assess and manage areas of opportunity within the team, run and analyses metrics and measure team's productivity.

This role also supports standardization, improvements and effectiveness of services provided and processes utilizing relevant information and feedback, providing services to Coke employees; ensuring work is conducted in alignment with regional & global policy and processes, in accordance with agreed SLAs as well as ensuring legal and statutory compliance. This role partners closely with local and global teams for the delivery of all policies, programs, and tasks across Americas.

• Support the team in delivering current scope, managing priorities, and ensuring effective handling of activities.

• Coach team members to address knowledge gaps and improve customer service, ensuring delivery meets quality standards and customer satisfaction goals.

• Implement new systems and technologies to enhance Talent Acquisition in alignment with company priorities.

• Engage with stakeholders across regions, building strong relationships within Operating Units.

• Conduct quality evaluations on offer letters.

• Ensure all services comply with legal, statutory, and local business requirements within agreed SLAs.

• Manage knowledge management procedures to ensure service quality across processes and regions.

• Identify and simplify team procedures to provide timely and effective client resolutions.

• Provide proactive solutions during seasonal workload increases.

• Set routines to communicate identified improvement areas and action plans.

• Coordinate initial, ongoing, and refresher training for Recruitment Coordinators.

• Build strong communication channels with stakeholders within teams and regions, acting as the primary point of contact.

• Establish trust and influence within the team, managers, HRBPs, and stakeholders to proactively develop transparent communication and find solutions.

• Monitor and analyze team performance, addressing issues immediately through process excellence routines

• Follow an effective framework to continuously improve customer experience.

• Identify potential risks, develop contingency plans, and lead team optimizations.

• the implementation of processes and tools, using feedback mechanisms to make necessary modifications.

• Ensure all recruitment activities comply with legal and statutory requirements and local business needs within agreed SLAs.

• Analyze and control Talent Acquisition metrics to collaborate with Recruitment Managers and implement process enhancements.

• Identify opportunities to enhance the efficiency and effectiveness of the Talent Acquisition process.

• Create standardized communication tools (e.g., email templates) and procedures for case management.

• Drive data integrity in systems like Workday and Salesforce through audits and corrections.

• Deliver online and in-class training, as well as orientation programs.

• Ensure work is conducted in accordance with the Personnel Integrity Assurance Program and Talent Acquisition policies within agreed operating and service level agreements.

• Monitor and resolve complex escalations, ensuring correct resolution and service.

• Manage case queues, redirect cases, and ensure SLAs are met while cases are assigned appropriately.

• Perform case analysis and follow up on action plan execution.

• Interact with Tier 2 teams, vendors, and other departments (e.g., IT, IDM, payroll) to resolve cases and manage customer escalations.

• Continuously improve service provision efficiency and effectiveness through process standardization and development.

• Ensure appropriate communication throughout the investigation and resolution process.

• Negotiate process improvements within the HR organization.

• Lead global projects and initiatives based on specific findings.

• Participate as an SME in ad-hoc projects or working groups (e.g., Onboarding, Workday Optimization).

• Plan, review, and oversee projects managed within the team.

• Lead projects related to changes in processes, systems improvements, and optimization (e.g., automation, metrics, process improvement, dashboards).

• At least 5 years of relevant experience in a multinational/multi-country environment preferable under a shared service environment

• Training delivery/facilitation experience

• Experience interpreting data analytics to derive business insight and drive Customer value

• +2 years of experience on Recruitment Operations processes