Manager - Employee Services EMEA & APAC
6 days ago
We are seeking a highly skilled and experienced Manager to lead our Employee Services team in EMEA & APAC. As a key member of our Global Business Services (GBS) People & Culture (P&C) team, you will be responsible for providing efficient and highly informative first point-of-contact service to all Warner Bros. Discovery employees, alumni, managers, and business partners.
Key Responsibilities- Oversee the day-to-day operational activities for the Hyderabad-based Employee Services team.
- Participate as a member of the global GBS P&C Ops management team and assist in setting goals, processes, and procedures across the global teams.
- Create and drive individual team objectives and expectations that align with overall division and Company goals.
- Act as primary support for employees, P&C, and other customers.
- Review, analyze, and audit data for completeness and accuracy. Run and distribute monthly reports and Ad/Hoc reports to divisional and P&C management as needed.
- Ensure the team meets service-level agreements and is responsive to client needs.
- Mentor and provide guidance to team members related to work performance and opportunities to gain additional skills.
- Host team meetings to ensure all team members are aligned with processes.
- Coordinate with technology teams to implement and/or research new ideas for system enhancements or troubleshoot system issues.
- Act as management escalation to respond to requests for assistance and guidance on processes from customers, internal and external peers, and clients.
- Ensure high levels of accuracy in terms of customer service and data quality.
- Represent the Employee Services team as a subject matter expert in meetings and during large and small projects.
- Assist with Change Management efforts as the result of process change, including the creation of process documentation.
- Complete Performance reviews for direct reports to include feedback on performance objectives and expectations.
- Partner with upper management across the organization on various projects, initiatives, and on day-to-day support/escalations.
- Help the team plan and prioritize duties and project support work.
- Find opportunities for process improvement/efficiencies and implement as appropriate.
- Minimum 5 years of customer management/contact center or related experience required, with supervisory or lead responsibilities.
- Must be able to maintain confidentiality and use confidential information appropriately.
- Previous experience in an HR, payroll, or benefits administration field is beneficial.
- Must be fluent in English.
- Experience with ServiceNow and Workday HR/payroll or other SaaS payroll tools preferred (SAP or PeopleSoft).
- Strong skills required with Outlook, Excel, Word, and PowerPoint.
- Strong relationship skills, experienced in building and maintaining effective collaborations.
- Ability to design and analyze performance metrics and interpret these into trends and data-led decisions/outcomes.
- Skilled in process improvements and problem-solving, taking initiative to own work projects/tasks.
- Excellent planning, time management, prioritization, and follow-up skills.
- Exceptional communication and customer service skills, capable of conveying complex information clearly at all levels and in English.
- Demonstrates ability to coach and develop team specialists and create a strong employee culture.
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