Lead Specialist, Employee Services

**_Welcome to Warner Bros. Discoverythe stuff dreams are made of._**

**Who We Are**

When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the _storytellers_ bringing our characters to life, the_ creators_ bringing them to your living rooms and the _dreamers_ creating what’s next

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

**Your New Role**

Warner Bros. Discovery is searching for a Lead Specialist, Employee Services (LATAMI) to join the Global Business Services (GBS) People & Culture (P&C) team. In this role, you will be responsible for identifying new opportunities, leading P&C projects, and overseeing/delivering our customer experience (through self-service, chat and case management support) as we transition and grow our support services across Mexico and our Latin American countries. As a lead, you will be an efficient and highly informative first point-of-contact service to our Warner Bros. Discovery employees, their managers and business partners, and other external stakeholders/customers.

**Your Role Accountabilities**
- Lead and manage P&C projects, ensuring high-quality service delivery and customer satisfaction.
- Oversee the delivery of employee services, including tier 1 guidance and support for employee data management, benefits administration, and employee lifecycle events.
- Ensure compliance with documentation and best practice, company policies, procedures, and legal requirements in all P&C services activities.
- Collaborate with other P&C functions, such as talent acquisition, employee relations, and HRIS, to ensure seamless P&C service delivery.
- Develop and implement process improvements to enhance the efficiency and effectiveness of P&C services.
- Monitor and analyze metrics and data to identify trends, issues, insights, and opportunities for improvement.
- Serve as a point of escalation for complex P&C issues and provide resolution in a timely and effective manner.
- Maintain strong relationships with internal stakeholders, including employees, managers, and leadership.
- Stay updated on industry best practices and trends in P&C operations and shared services.
- Ensure a customer-centric approach in all P&C services activities, prioritizing the needs and satisfaction of employees.
- As a team, act as primary support for employees, P&C and other customers.
- Ensures the team meet 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.
- Ensure high levels of accuracy in terms of customer service and data quality.
- Assist with Change Management efforts as the result of process change, including the creation of process documentation.
- Partner with P&C Leads across the LATAM regional countries 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.

**Qualifications & Experience**
- ** Experience**: Minimum 5 years customer management / contact center or related experience required, including 3 (or more) years of supervisory responsibilities (direct/indirect). Must be able to maintain confidentiality and use confidential information appropriately. Previous experience in an HR, payroll, or benefits administration field is beneficial.
- ** Education**: Bachelor's degree or equivalent combination of work experience required.
- ** Language Requirements**:Must be fluent in English, and Spanish. Brazilian Portuguese is also a benefit.
- ** Technical Skills**: 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.
- ** Relationship Management**: Strong relationship skills. Experienced in building and maintaining effective collaborations. Recognized for reliability, integrity, and trustworthiness.
- ** Analytical Skills**: Ability to design and analyze performance metrics and interpret these into trends and data-led decisions/outcomes.
- ** Process Management**: Skilled in process improvements and problem solving, taking initiative to own work projects/tasks. Ability to manage ad hoc high-volume activities in a fast-paced environment independently.
- ** Organizational Skills**: Excellent plan