Manager - Employee Services EMEA & APAC

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 specialists to provide efficient and highly informative first point-of-contact service to all Warner Bros. Discovery employees, alumni, managers and business partners, residual recipients, business managers, and other external stakeholders/customers.

The Manager will oversee all the team resources, including people, tools, and technologies. This Manager role oversees day-to-day operations for the Employee Services team, managing customer service performance and assisting team members with training. This role is a subject matter expert, particularly with new and updated policies and processes, in meetings and on special projects around GBS, seeks continuous improvements, and assists internal and external clients and P&C Partners with questions and concerns.

Your Role Accountabilities

• Oversees the day-to-day operational activities for the Hyderabad 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 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.

Qualifications & Experience

• Experience: 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.

• Education: Bachelor's degree or equivalent combination of work experience required.

• Language Requirements: Must be fluent in English

• 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 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.