Senior Specialist, Employee Services

Job Description

Warner Bros. Discovery is searching for an Employee Services Senior Specialist to join the Global Business Services (GBS) People & Culture (P&C) team. In this role, the associate provides an efficient and highly informative first point-of-contact service to all Warner Bros. Discovery employees, alumni, managers and business partners.

Focused on a seamless customer experience and great customer care, the Senior Specialist uses information from multiple systems and resources to respond to inquiries; provides navigational support to employees on self-service/HR tools such as Workday and ServiceNow and routing/escalating inquiries for advanced support. Using the case management system, the Senior Specialist accurately processes, records, closes or escalates transactions in accordance with established service level agreements. This role collects required information or back-up documentation from employees or external customers. This includes tactfully asking customers probing questions to establish context and ensure the solutions offered or the escalation path is appropriate and most likely to succeed.

The Senior Specialist role provides feedback internally, proposing new and effective ways to resolve problems and improve productivity (i.e., continuous improvement efforts), while maintaining broad knowledge of policies, procedures, and resources.

Your Role Accountabilities…
• Analyze, capture, respond to, and resolve P&C, pay, policy, benefits, employee data, and various other types of requests from employees, managers, and other customers.
• Customer Service/Care experience to global services it's necessary.
• Handle inbound requests via phone, email, chat, the HR-Portal, or other access channels.
• Perform individual employee data transactions and data-entry in Workday and other systems.
• Troubleshoot payroll and payment-related matters, time off inquiries, recalculations, employment verifications (VOE/VOIs), direct deposit setups, pay and tax document re-issues, data updates, etc.
• Provide support for self-service and P&C technology tools for employees and customers.
• Ensure completeness of case notes, aligning with company and audit expectations, demonstrating excellent writing and communication skills.
• Educate customers to increase awareness of self-service resources and promote self-sufficiency.
• Ensure confidentiality of sensitive information and protect personal data when processing transactions and addressing employee inquiries.
• Provide mindful redirection and escalations to tier two support teams and other parts of the organization.
• Providing coaching, guidance and assistance to our Employee Service Associates for customer queries that arise, assisting with individual development and training, and acting as a Subject Matter Expect for nominated subject types.
• Perform and track administrative (no call) departmental tasks, including report reviewing, data updates, mailing, filing, sending correspondence, and records management.
• Contribute to departmental projects as and when required.
• Global experience in projects and improvements customer services.

Qualifications & Experience…
• Experience: 3-5 years Human Resources administrative, Commercial or related experience required, preferably from a global, HR or Customer Service Center environment. Must be able to maintain confidentiality and use confidential information appropriately.
• Education: High School diploma or equivalent experience in related field required.
• Shift Requirements: Ability to work an 8-hour shift expected to be scheduled between 7AM to 8PM central time, Monday through Friday, with flexibility when required
• Language Requirements: Must be fluent in English and Spanish. Brazilian Portuguese is a plus but not required.
• Technical Skills: Experience with Workday HR/payroll or other SaaS payroll and ServiceNow or other case management/knowledgebase tools strongly preferred with ability to quickly learn new technology and software programs. Experience preferred with Outlook, Excel, Word and PowerPoint.
• Relationship Management: Strong relationship skills with ability to build and maintain effective collaborations. Recognized for reliability, integrity, and trustworthiness.
• Process Management: Skilled in process improvements and problem solving, taking initiative to own work projects/tasks and share knowledge with other associates. 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 interpreting and conveying complex information clearly, with minimal grammatical/mathematical errors to all levels and in English. Must have flexible and adaptable attitude to cope with fast changing and complex environment

Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. 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, union status, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.

Jobcode: Reference SBJ-dyzbkk-3-145-164-234-42 in your application.