People & Culture Advisor, North America

Be Part of Our Next Chapter 

For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!

We’re a global technology company focused on creating dynamic, smart, personalized and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.

Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.

The People and Culture Advisor (P&CA) is responsible for supporting the day-to-day operations of the People and Culture function for the North American region (US and Canada). Key focus areas of this role are the maintenance and accuracy of HR data within HiBob, ADP, and all other relevant P&C systems as well as being the key liaison and on-the-ground presence in the Toronto office, keeping a pulse on team dynamics and operations while surfacing opportunities, challenges, and insights to support overall team success.

The role will also provide recommendations to the NAM Director on possible actions to lift engagement.

This role is also the primary contact for all NAM crew on issues related to benefits administration, including handling all medical leaves of absence and working through any escalations raised by our benefit broker. The P&C Advisor will also be responsible for the administration of payroll changes and updates for all NAM crew. This includes tracking and reporting variances to prior payroll (new hires, terms, pay rate changes, etc.) and serving as NAM’s backup to the Global Payroll Specialist during PTO, leaves of absence, etc. The P&CA will also work on designing and implementing well-being initiatives, such as our Thrive program, overseeing OSHA/WHS matters for NAM and ensuring policies and practices comply with local laws, and working with the Office Managers within NAM on ad-hoc crew engagement activities.

The P&CA is also responsible for working with the P&C Director NAM to ensure compliance with policies, processes, and all P&C-related matters.

Responsibilities:

• Have a clear engagement model in place with the Canadian leadership team to understand the pain points, opportunities and needs of the Canadian crew. Work closely with leaders to drive improved engagement with the crew.
• In conjunction with the Talent Acquisition Manager, coordinates all employee onboarding plans with cross-functional departments to deliver an exceptional first day experience.
• Maintains accurate employee records, including the data entry of new crew through our HRIS (Hibob) and payroll systems (ADP)
• Coordinates the offboarding process including exit interviews and reporting of trends to P&C management.
• Responsible for ensuring all employee handbooks and relevant policies are compliant and up to date with legislative requirements
• Administers benefits programs and acts as the liaison between crew and benefits broker
• Works closely with the P&C Director on benefit renewals, plan design/changes to maximize the company’s investment in benefits, while remaining market competitive in our offerings.
• Partners with the payroll specialist to ensure accurate pay and benefits data and that changes/additions are actioned in a timely and accurate manner. Provides backup for NAM payroll processing if necessary, e.g., when the payroll specialist is on leave.
• Assists with recruitment and providing remuneration benchmark data via our online platform as required
• Assists with responding to internal and external P&C-related inquiries or requests.
• Reporting and analysis of P&C metrics
• Assists with P&C projects in line with the wider P&C strategy
• Supports P&C BP, including, for example, work-related conflicts, disciplinary actions, and performance improvement plans.
• Provides input into the design of and implements cultural and employee engagement initiatives such as our Thrive program

Qualifications & Experience:

• 3+ years of relevant work experience
• Tertiary qualification in business, commerce or human resources
• A good understanding of relevant laws and regulations for US and Canada (Illinois and Ontario primarily). This includes employment standards, health and safety
• Previous experience in working in US/Canada hybrid enterprise preferred.
• Proven ability to handle multiple projects and meet deadlines.
• A growth mindset and truly flexible. You can shift tasks and priorities when circumstances change (at a fast-growing tech, they often do)
• Excellent skills in Microsoft Office
• Ability to be on-site at least 3 days per week in our Toronto Office

Success Factors:

• Achieve 90%+ First Day CSAT
• Share monthly insights and recommendations with the NAM Director on the sentiment, challenges and opportunities with the Canada crew that contribute to an increase in the overall engagement score in Canada.
• Improve the perception of the NAM P&C brand in Canada as measured by qualitative feedback from the Canadian crew
• Maintaining 100% of data accuracy and integrity in P&C systems
• Respond to all Crew email queries within 24 hours;
• Respond to all Teams/Slack messages within the same business day
• Escalating all critical Crew-related matters to P&C BP and Director as appropriate
• Driving a continuous improvement culture by looking for ways to automate manual processes and looking for more effective ways to use and leverage P&C systems
• Effective partnering with the Global P&C team to execute global programs locally
• Effective management and maximization of local Thrive budget
• Develop targeted Thrive programs aimed at achieving a 90%+ CSAT score and positively impacting the “My manager genuinely cares about my well-being” question on the Engagement Survey
• Managing sensitive information and maintaining confidentiality when required

Capabilities:

• Ability to provide a consistently high level of responsiveness to requests from the business
• Driven to deliver results in role to ensure P&C is perceived as an effective business enabler
• Effective communication skills, with an ability to clearly convey information to crew at all levels, handle sensitive conversations tactfully
• Builds relationships based on trust and genuine care for enabling business success
• Strong organizational skills to ensure all tasks are prioritized and completed efficiently and on time.
• High attention to detail to ensure data accuracy and integrity
• Empathy and strong interpersonal skills.
• Being approachable and handling sensitive issues with discretion and professionalism
• Continuous improvement mindset and desire to suggest changes to enhance process or P&C operating model

About Coates

We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are led by a forward-thinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent.

Together, we are creators, allowing us to make our purpose a reality – to create immersive brand experiences for everyone.

Join a Crew that Cares

Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives).

The benefits include an annual market competitive bonus program and our “Thrive Program” which includes a suite of flexible work options because we’re strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a “Give Back Day” to allow our Crew an opportunity to make an impact in the community.

Be inspired To Be More

We skip the red tape and aim to always stay nimble. We’re proud of where we’ve been and are energized by where we’re going. We encourage ideas and perspectives because we know the more we have, the better we are. We work hard but have fun along the way. We push the boundaries but keep it real and authentic. We believe in the values that got us here are the ones that will continue to lead us forward. We are excited by what we’ve accomplished, but know the best is yet to come.

Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status (except in those special circumstances permitted or mandated by law).