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Position Overview:

This position provides a wide range of professional support to the office, including working with associates to develop options for resolving problems; identifies organizational systemic issues that are causing conflict; participating in mediation sessions when needed; researching issues and factual situations; promote the learning of dispute resolution skills; manage outreach to management in California & Canada; responds to issues shared by Canadian associates; facilitates ombuds training internal and external.

Key Responsibilities

1.Counsel and coach associates concerning problem-related situations by providing neutral, confidential consultation to CCR associates who are aggrieved or concerned about an issue.   Understand and interpret CCR policies and procedures.  Work with associates to develop options and review alternatives and consult with managers to develop cooperative strategies for problem resolution.  Coach associates and management in methods to directly manage their own conflicts.  Develop options with managers on the management of conflict situations in order to improve business processes or to end inappropriate behavior, while maintaining confidentiality.  When appropriate, refer associates to existing problem resolution resources within the Company and follow up when necessary.  Conduct day-to-day activities in accordance with the International Ombudsman Association’s Code of Ethics and Standards of Practice.

2.Serve as an organizational resource and advisor in formulating or modifying policies and procedures, raising issues that may surface as a result of any gap between the stated goals of CCR and actual practice.  Identify systemic issues causing conflict, advise management on these issues, and recommend improvements.   Identify emerging associate relation issues that are or may provoke conflict; assist in upward and downward organizational communication and feedback in order to manage or prevent unnecessary conflict; consult with management on significant organizational changes and on organizational design and planning; and provide coaching to managers on associate management issues.

3.Upon request from senior leaders, facilitate and/or mediate discussions to address group issues or individual conflict situations.  Promote and support the acquisition of dispute resolution skills and knowledge by CCR associates.  Design and conduct dispute resolution skills training and education.  Advise in the design of and customize training programs for CCR in dispute resolution and related skills.  

4.Assist in formulating, implementing, managing and monitoring the policies and procedures, communications to associates and programs of the Ombuds Office.  Monitor the Office’s practices and manner of service delivery, in order to remain independent, neutral, confidential, credible, ethical, and consistent.  Participate in the development and execution of a communication plan to promote awareness and understanding of the Ombuds Office and its services, standards of practice, role and responsibilities.  

5.Participate in the development of the ombuds profession through such activities outside TCCC as board and committee membership, mentoring individuals, teaching, writing or consulting.

Minimum Experience Requirements:

3 to 5 years as an organizational ombuds is required.

Preferred Experience 

•Minimum of 4 years of experience working within a business organization with 2,000 or more associates is preferred.

•Previous professional training or experience in the area of alternative dispute resolution is preferred.

•Experience handling classified or sensitive information is preferred.

Educational Requirements:  Bachelor's Degree

Core Competencies: 

Drives Innovative Business Improvements: Develops unique ideas that can be used to improve the organization and influences others’ opinions, convincing them of the value of new ideas and initiatives.

Balances Immediate and Long-Term Priorities: Translates strategic objectives into clear action plans for the team and makes choices that are focused on increasing Company/System profitability.

Delivers Results: Ensures team delivers value-added solutions that lead to quality results.

Imports and Exports Good Ideas: Builds relationships that result in plans/solutions for the business.

Develops and Inspires Others: Conveys messages clearly and tailored content and delivery style to the audience. Develops self and others to improve performance in current role and to prepare for future roles; seeks and provides feedback and coaching to enhance performance.

Lives the Values: Demonstrates the values of The Coca-Cola Company through words, actions, and by example; fosters an environment that reflects the values of the Company.

Functional Competencies:

•Familiarity with and/or working knowledge of the CCR’s business, structure and internal resources including HR, Security, Ethics & Compliance, Corporate Audit, Legal and EAP.  Thorough knowledge of CCR’s policies and procedures, COBC requirements and compliance processes, knowledge of union environments within organization.

•Must have established reputation for integrity, dealing fairly and responsively, along with other traits such as initiative, risk taking, business acumen and coaching and counselling.

•Ability to keep highly sensitive information confidential and use good judgement, decision-making and problem solving/conflict management techniques.

•Ability to work with little or no supervision.

•Strong listening skills, assessing and articulating appropriate feedback.

•Facilitation/presentation skills and networking/ collaboration to build and maintain internal and external alliances and networks with dispute resolution professionals and other allied functions (Organizational Psychology and Behavior).

•Excellent interpersonal, verbal and written communications skills; demonstrated experience in accessing the needs of others form a highly diverse population; and demonstrated sensitivity to issues of diversity.

•Demonstrated ability to interact effectively and tactfully with all levels of the company.

•Have some exposure to employment laws teaching and training. 

Honesty and integrity have always been cornerstone values of The Coca-Cola Company.  Our passion for people of integrity mirrors our spirited drive for total quality in our brands.  These and other elements allow the company to sustain strategic practices and drive business performance.  The Personnel Integrity Assurance Program is another step toward making The Coca-Cola Company the premier workplace. 

This process includes a pre-employment background investigation that applies to all applicants employees and contractors of the company.  The scope of this inquiry may cover such elements as education employment history a criminal history check reference checks and a pre-employment drug screen.  

Designated countries or sensitive positions within the company may have more stringent standards. 

At The Coca-Cola Company you can cultivate your career in a challenging and dynamic environment.  We are the largest manufacturer and distributor of nonalcoholic drinks in the world-selling more than 1 billion drinks a day.  Unlock your full potential with a future-focused company that is known and respected throughout the world.