Supervisor WFA

Address: USA-MA-Quincy-1385 Hancock Street
Store Code: Workforce Administration (5135653)
Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.
Primary Purpose:
Work closely with HR and Brand leadership and HR business partners in the companies supported by Retail Business Services to transact department and functional organizational changes through the SuccessFactors system. Lead a team of Administrators responsible for performing system transactions and audits. Select, train, develop and motivate all assigned staff. Partner with other HR business areas on cross-functional projects, testing and validation. Ensure business process documentation and related knowledge articles are kept current. Manage and monitor issues reported in ServiceNow in support of expected SLA's.
Duties and Responsibilities:

• Serve as expert for SuccessFactors Core HR Job Data and work flow issues related to all company policies. Resolve problems in collaboration with HRIS and HR business partners in the companies supported by Retail Business Services.
• Collaborate with HR business partners in the companies supported by Retail Business Services, serving as the first point of contact for exception processing and highly confidential requests to ensure timeliness, accuracy, consistency, and completeness of the required/requested change.
• Lead a team of SuccessFactors Administrators responsible for processing, updating and correcting information in the SuccessFactors HCM system that cannot be processed via self-service. Guides team to ensure the gathering and retention of appropriate documentation and approvals for audit compliance.
• Ensure professional development, counseling, and recognition of all team personnel; hire, train and review all direct reports; foster an atmosphere of openness and teamwork.
• Analyze brand policy exception trends and make recommendations to the ASC Manager and HR Business Partners to minimize the number of exceptions.
• Serve as the primary point of contact for third party unemployment vendor and union representatives. Maintain an open line of communication with the vendors/representatives to ensure proper account management and minimize expense to the organization.
• Use the Associate Service Center case management system and other tools to actively manage caseload in accordance with team production goals and established service level objectives.
• Support necessary reporting in support of the ASC team needs and assist Manager, Associate Service Center with special projects and initiatives to improve productivity and effectiveness of the team.
• Responsible for supporting 3 rd party vendor relationships and support for outsourced services, i.e. document scanning, unemployment, etc.

Qualifications:

• Bachelor's degree or equivalent combination of education and related work experience.
• Experience with SuccessFactors
• Experience in a high-volume Human Resources customer service call center.
• Experience working in Human Resources and/or Payroll in a documentation, communications, training, or quality assurance capacity.
• Human Resource certification (SHRM, CCP, CBP, etc)
• Associate's degree or equivalent combination of education and related work experience.
• Supervisory experience supporting HR systems, payroll or in a high-volume HR contact center.
• Familiarity with HR, Union CBA's, Talent, Unemployment and Payroll processes.
• Ability to read and interpret union contracts.
• Proficiency in creating and delivering training with proven success in improving efficiency and productivity within a team.
• Proven problem solving, auditing and data analytics experience.

#LI-ES1
At Ahold Delhaize USA, we provide services to one of the largest portfolios of grocery companies in the nation, and we're actively seeking top talent. Our team shares a common motivation to drive change, take ownership and enable our brands to better care for their customers. We thrive on supporting great local grocery brands and their strategies.
We offer an experience where our associates are valued; Diversity, Equity, Inclusion and Belonging are infused in our business and our employees are representative of the communities that we serve. We believe in total wellness, which encompasses a blend of physical, financial and emotional wellness.
We believe in collaboration, curiosity, and continuous learning in all that we think, create and do. While building a culture where personal and professional growth are just as important as business growth, we invest in our people, empowering them to learn, grow and deliver at all levels of the business.
Job Requisition: 419205_external_USA-MA-Quincy