Manager, Employee Services EMEA & APAC

Welcome to Warner Bros. Discovery… the 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…   W arner 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 s pecialists to p rovide 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 assist ing 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, a nd a s s ists internal and external clients and P&C Partners with questions and concerns.

Accountabilities…   Oversee s 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, a ct 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 team s 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: Mi nimum 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