Manager, Service Desk

Job Description

• Deliver world class / proactive customer service to internal and external stakeholders while adhering to company policies and procedures
• Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes.
• Monitor key performance indicators (KPIs) such as response times, resolution times, reopen rates, quality
• Lead, mentor, and manage a team of customer service managers and associates, ensuring high levels
of employee engagement, performance, and growth.
• Strive to continually improve and build on the customer Service division and its performance.
• Proactively identify trends in customer concerns and work cross-functionally to develop solutions.
• Ensure AP inquiries comply with company policies.
• In-depth knowledge of PTP processes.
• Serve as a subject matter expert in PTP processes & technologies (SAP SRM, Ariba, PeopleSoft, Oracle, OpenText VIM, SAP ECC) for non-content spend.
• Support PTP system changes, improvements and new company codes created with testing as required and support new business projects, acquisitions and integrations where needed
• Support integration and onboarding of new acquisitions into Warner Bros. Discovery processes and systems

Qualifications & Experience…
• Minimum 7 years' working experience in a Global SSC/BPO and 3+ years of management experience
• Bachelor's degree in accounting or finance
• Experience in the Media Industry and/or Media Sales is preferred
• A working knowledge of Microsoft Office products (Outlook, Word, Powerpoint )
• Open to work in EMEA/US time zones
• Experience with project management and leadership
• Strong knowledge of AP processes, invoice processing, and payment cycles.
• Previous experience of Service now is a must .
• Experience with ERP systems SAP and Ariba is preferred.
• Excellent written and oral communication in English
• Experience of leading a team
• Attention to detail.
• Good understanding of cultural sensitivity and customer service ethics
• Global mindset & flexible approach to work

Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.

If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.

Jobcode: Reference SBJ-12v760-3-145-15-164-42 in your application.