1+ months

Senior Analyst Employee Service Center

Cox Automotive
Maitland, FL 32751
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*Primary Location: *495 Keller Rd, Maitland, FL, USA
*Division: *Cox Automotive
*Job Level: *Individual Contributor
*Travel: *No
*Schedule: *Full-time
*Shift: *Day Job
*Requisition Number: *202100725
The Senior Analyst Employee Service Center (ESC) - Employee Enablement provides services and support for 30,000+ employees and managers across the US. The ESC Senior Analyst plays a crucial role in defining, designing and recommending data-driven solutions and improvements as well as assists with case and knowledge management in the Tier 1 support team, which provides employee support in the areas of payroll, benefits, leave of absence, accommodation, new hire onboarding, terminations, staffing changes, and other aspects of the employee life cycle. This role works with analysts and administrators to collect, structure, analyze, report and present findings, trends and risks on HR processes and data to ensure seamless service and delivery of front-line support. This role designs and implements controls and workflows to investigate issues, conduct audits, and identify trends in specific HR areas. The ESC Senior Analyst validates and confirms data and process integrity to ensure consistent, high quality delivery of services. This role advocates and drives consistency, effectiveness and efficiency through clarified roles, dependencies and documentation. This role strives for process simplicity, facilitating transformation and continuous improvement efforts as well as actively seeking ways to simplify ("lean"), automate, and scale solutions. The ESC Senior Analyst concentrates in the specific capability area of call intake and customer service. The role work across HR and key functional areas as well as with business partners to anticipate and resolve issues. The ESC Senior Analyst lead or participate in development and execution of key HR programs, optimization processes, implementations, working closely with HR shared services leadership and operations teams. This role plays a key role in supporting strategic efforts, such as co-/out-sourcing, automation, acquisitions, volume organizational and staffing changes, and technology solutioning - from ideation through management.

* Understand, uphold and improve the service model for HR operational Tier 1 services.

* Use historic information and data to implement resourcing assignments to address anticipated call and case volume activity.

* Lead and/or guide ESC analysts and collaborate with the Process and Delivery Management team to create and deliver reports, metrics, dashboards and other presentations in a variety of areas.

* Work with analysts to understand data and statistical trends and patterns with attention to a specific situation or topic area, such as payroll processing and audits, absence and accommodation case processing and lifecycle, regulatory and HR compliance requirements, and other talent, development, and performance information.

* Review and confirm HR metrics and data from a variety of sources, including PureCloud and Service Now, and other HCM sources.

* Create, review and present ESC success stories grounded in data-driven measurement, engaging ESC and HR Leader for input and alignment.

* Recommend and research best practices and emerging trends as well as builds protocols and controls and audits to ensure data integrity.

* Advocate process standards and operating procedures to drive near-flawless delivery and results.

* Use metrics and analyses to recommend improvements for operational effectiveness and efficiency.

* Facilitate implementation of new knowledge documents, training, development, recruiting, and other related initiatives.

* Apply HR services catalog (taxonomy) to align processes to HR operations and delivery model

* Ensure compliance with data privacy regulations and best practices.

* Work with HR leadership with business and program analysis on a variety of initiatives.

* Coach and train analysts and process administrators.

* Define and deliver reports and measurement for specified area.

* Outline knowledge documentation, change management, training and communication needs for key stakeholders to document, educate and inform key stakeholders of process enhancements and changes.

* Contribute, represent and work within specific area knowledge to support HR capability subject area:

* Employee and labor relations, workplaces practices and policies, collective bargaining agreements, staffing, organization and job changes, compliance, legal and regulatory requirements

* Works closely with ESC and HR leaders to support other priorities and activities as assigned.

Qualifications: Education:

* BS/BA in related discipline OR an equivalent combination of education and work related experience

* Generally 5 years of experience in related field; certification is required in some areas

* Advanced degree a plus

* Advanced certification in relevant area desirable


* 5+ years in high volume processing, fast-paced environment

* 3+ years working in an HR or Global Business shared services environment

* 2+ years support in Tier 1 environment

* High proficiency in MS Office (especially Excel and PowerPoint), data mining and reporting systems

* Demonstrated experience and application of business acumen and HR process expertise

* Outstanding communication (oral and written), consultation, facilitation and relationship management / trusted advisor skills

* Technical, hands-on experience and deep understanding of data analysis and HR systems

* Ability to simplify, present and report complex issues

* Proactive and self-directed learner with strong consultation and facilitation skills

* Deep customer focus and user empathy

* Strong commitment and attention to accuracy

* Ability to thrive in ambiguity and change with the ability to leverage innovate technologies, solutions and leading-edge processes

* Understanding and practice of extreme confidentiality and information security

* Proactive, self-directed learner and worker

* Physical ability and mental acuity to execute work in constrained time frames


* Experience with 8,000+ employee population comprised of corporate, hourly, production, manufacturing and union workers

* Experience with Genesys Cloud Contact Center Telephony preferred.

* Knowledge and training in core HR systems (on-premise and cloud) highly desirable; experience or certification in PeopleSoft, Workday, Oracle, ServiceNow, Absence Tracker, and Kronos preferred

* Adept in Visio, Lucid Charts, Pro Mapp or other process mapping and management tools

* Working knowledge of Tableau, Alteryx or similar data management and dashboard system

* User experience and self-service orientation

* Demonstrated ability to conduct pre- and post-processing audits

* Proven experience in driving large scale change

Who We Are
*About Cox Automotive*
Theres nothing ordinary about Cox Automotive. We are people of every background driven by our passion for mobility, innovation, client success and community outreach. We make buying, selling and owning (or simply using) cars easier for everyone. Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic consumer brands like Autotrader and Kelley Blue Book, while others are creating the future of automotive at industry-facing brands like Dealer.com, Manheim and vAuto.

*About Cox *
We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions - Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at coxenterprises.com.
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individuals age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.
Posted: 2021-02-26 Expires: 2021-05-10
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Senior Analyst Employee Service Center

Cox Automotive
Maitland, FL 32751

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