Manager, Employee Services Us

**_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 nextFrom 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 Manager, Employee Services to join the Global Business Services (GBS) People & Culture (P&C) team. In this role, the Manager leads a team of associates and senior associates to provide efficient and highly informative first point-of-contact service to all Warner Bros. Discovery employees, their managers and business partners, residual recipients, business managers, and other external stakeholders/customers.**Your Role Accountabilities**- Oversees the day-to-day operational activities for the Mexico City based Employee Services team.- Participates as a member of the global GBS P&C Ops management team and assists in setting goals, processes & procedures across the global teams (Hyderabad, India and Mexico City, Mexico, US among others).- Creates & drives individual team objectives & expectations that align with overall division and Company goals.- As a team, 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 & Ad/Hoc reports to divisional & P&C management as needed.- 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.- 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.- 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.**Qualifications**:- ** Experience**: 5 years of customer management / contact center or related experience required, with supervisory or lead responsibilities.- 1-2 years of previous experience in Employee services, HR, payroll, or benefits administration field.- Must be able to maintain confidentiality and use confidential information appropriately.- **Education**: Bachelor's degree or equivalent combination of work experience required.- ** Language Requirements**:Must be fluent in English - Written, Oral and Verbal.- **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.**Experience**- ** 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 planning, time management, prioritization, and follow-up skills. Has strong analytical skills and attention to detail.- ** Communication**: Exceptional communication and customer service skills, capable of conveying complex information clearly at all levels and in English. Must have flexible and adaptable attitude to cope with fast changing and complex environment.- ** Leadership Presence**: Demonstrates ability to coach and develop team specialists and create a strong employee culture.**II. MAJOR DUTIES AND RESPONSIBILITIES**- Participates as a member of the global GBS P&C Ops management team overseeing the da