Senior Specialist, Employee Services

hace 2 meses

Ciudad de México, Ciudad de México 332 Discovery Networks Mexico S. de R.L. de C.V. A tiempo completo

About the Role:

Warner Bros. Discovery is seeking a highly skilled and experienced Employee Services Senior Specialist to join the Global Business Services (GBS) People & Culture (P&C) team. In this role, you will provide exceptional customer service to Warner Bros. Discovery employees, alumni, managers, and business partners.

Key Responsibilities:

  • Analyze, capture, respond to, and resolve P&C, pay, policy, benefits, employee data, and various other types of requests from employees, managers, and other customers.
  • Provide customer service and support to global services, ensuring a seamless experience for all stakeholders.
  • Handle inbound requests via various channels, including the HR-Portal, and perform individual employee data transactions and data-entry in Workday and other systems.
  • Troubleshoot payroll and payment-related matters, time off inquiries, recalculations, employment verifications, direct deposit setups, pay and tax document re-issues, data updates, etc.
  • Provide support for self-service and P&C technology tools for employees and customers.
  • Ensure completeness of case notes, aligning with company and audit expectations, demonstrating excellent writing and communication skills.
  • Educate customers to increase awareness of self-service resources and promote self-sufficiency.
  • Ensure confidentiality of sensitive information and protect personal data when processing transactions and addressing employee inquiries.
  • Provide mindful redirection and escalations to tier two support teams and other parts of the organization.
  • Provide coaching, guidance, and assistance to Employee Service Associates for customer queries that arise, assisting with individual development and training, and acting as a Subject Matter Expert for nominated subject types.
  • Perform and track administrative tasks, including report reviewing, data updates, mailing, filing, sending correspondence, and records management.
  • Contribute to departmental projects as and when required.

Requirements:

  • 3-5 years of Human Resources administrative, Commercial, or related experience required, preferably from a global, HR, or Customer Service Center environment. Must be able to maintain confidentiality and use confidential information appropriately.
  • High School diploma or equivalent experience in a related field required.
  • Ability to work an 8-hour shift expected to be scheduled between 7AM to 8PM central time, Monday through Friday, with flexibility when required.
  • Must be fluent in English and Spanish. Brazilian Portuguese is a plus but not required.
  • Experience with Workday HR/payroll or other SaaS payroll and ServiceNow or other case management/knowledgebase tools strongly preferred with ability to quickly learn new technology and software programs. Experience preferred with Outlook, Excel, Word, and PowerPoint.
  • Strong relationship skills with ability to build and maintain effective collaborations. Recognized for reliability, integrity, and trustworthiness.
  • Skilled in process improvements and problem-solving, taking initiative to own work projects/tasks and share knowledge with other associates. Ability to manage ad hoc high-volume activities in a fast-paced environment independently.
  • Excellent planning, time management, prioritization, and follow-up skills. Has strong analytical skills and attention to detail.
  • Exceptional communication and customer service skills, capable of interpreting and conveying complex information clearly, with minimal grammatical/mathematical errors to all levels and in English. Must have a flexible and adaptable attitude to cope with fast-changing and complex environments.

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