Manager, Employee Services, Us (Lomas de Chapultepec)

Every great story has a new beginning, and yours starts here.
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.

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 integral 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 guide team members related to work performance and opportunities to gain additional skills.
• 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.
• Assist with Change Management efforts as the result of process change, including creating 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.
• Find opportunities for process improvement/efficiencies and implement as appropriate.

Qualifications & Experience

• Bachelor’s degree or equivalent combination of work experience required.
• Fluent in English
• Experience with 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.
• 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.
• Ability to design and analyze performance metrics and interpret these into trends and data-led decisions/outcomes.
• Skilled in process improvements
• Ability to coach and develop team specialists and create a strong employee culture.