Employee Services Manager EMEA
4 weeks ago
Overview
The Manager, Employee Services EMEA & APAC will oversee the day-to-day operational activities for the Employee Services team in Hyderabad, ensuring 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 Employee Services team in Hyderabad.
- 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.
- Creates and drives individual team objectives and expectations that align with overall division and Company goals.
- Act as primary support for employees, P&C, and other customers.
- Reviews, analyzes, and audits 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 Employee Services team as subject matter expert in meetings and during large & 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 team plan & prioritize duties & project support work.
- Find opportunities for process improvement/efficiencies and implement as appropriate.
Requirements
- Minimum 5 years 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.
- Recognized for reliability, integrity, and trustworthiness.
- 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.
About WBD
Warner Bros. Discovery is an equal opportunity employer committed to building a workforce that reflects the diversity of our society and the world around us.
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Hyderabad, Telangana, India 451 Discovery Comm. India Full timeAbout the RoleAt 451 Discovery Comm. India, we are seeking a highly skilled Human Resources Manager for Employee Services EMEA & APAC to join our Global Business Services (GBS) People & Culture (P&C) team. In this role, the Manager will lead a team of specialists to provide efficient and highly informative first point-of-contact service to all Warner Bros....
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