Discovery Communications, Inc
Knoxville, TN, United States
Discovery has undertaken a major initiative to transform our People & Culture (P&C) function including the development of new shared Global Services centers and implementation of technologies including SAP SuccessFactors and ServiceNow that will deliver a digitally enabled P&C workplace.
This will allow for dynamic decision making, global streamlined and automated processes, a digitally-native global mindset, all while providing the right structure and tools to manage people and business growth.
The Sr. Manager, P&C Operations role will be responsible for the day to day management and leadership of our P&C Services team based in Knoxville. The role will also be responsible for delivering our transformational agenda and will be required to participate in a number of design workshops to ensure our operational model and technology design will enable our Global Services team to deliver the desired level of experience to our employees.
This role may require some travel, including international, during the design phase (approx. 25% FTE).
1. Responsible for overseeing the operations of the US P&C Services team supporting the Americas, providing management and leadership direction to the team (20 FTE, including supervisors and leads), 2. Accountable for the overall management of the supply and demand of Global Services team resources to support on wider P&C initiatives, as requested by People & Culture Leadership3. Manage relationships with key stakeholders, to ensure seamless provision of appropriate quality advisory and transactional services and alignment with the wider People & Culture function4. Responsible for partnering with Sr. Manager, P&C Operations in Warsaw to provide input for the design of the Service Delivery blueprint, which includes design of the service delivery model and service management framework, implementation of all tools, culture, working practices, capability development and continuous improvement approach into the service center teams5. Responsible for partnering with Sr. Manager, P&C Operations in Warsaw to provide input and oversee the design of the service delivery model including documentation of the end-to-end P&C Global Services delivery for supporting P&C processes via a Service Catalogue; to support definition of the process and service scope 6. Provide input to the contact strategy and enabling technology requirements for the P&C Global Services team, ensuring the ServiceNow technology and other enabling technologies are appropriately designed and utilised7. Review and sign off on the process documentation and technical design documentation to confirm understanding and assure quality of the P&C solution which will transition into the P&C Global Services team8. Support in execution of User Acceptance Testing for P&C Global Services to ensure processes are robust and complete9. Input to audit, risk and controls, compliance management and reporting requirements10. Responsible for identifying reports required to determine service performance and responsible for analysing for service improvement opportunities and other wider continuous improvement opportunities 11. Propose new initiatives to stakeholders across the P&C team, advise and recommend best practice12. Manage service improvement projects and initiatives, working closely with Integrated Change Lead and other key stakeholders within P&C, Global Technology & Operations and the wider Discovery business 13. Continuously review performance levels to support the identification and execution of continuous improvements to ensure effective service delivery, as well as against performance standards, employee feedback and KPIs14. Promote the training, personal growth, professional development, career progression and teamwork of the P&C Global Services team
* In depth operational focus and subject matter expertise in HR shared services, with 5 years experience in HR shared services environment * Bachelor\u2019s Degree in HR / business / or related field; or equivalent work experience* Understanding of global HR processes and service centre/service delivery is essential, with extensive experience in customer service delivery, recruitment support management and US compensation and benefits administration * Excellent customer service experience and behaviour management within a team * Experience in working on a complex change or transformation project* A track record of building, maintaining and managing strong relationships and stakeholder groups * Highly motivated and self-starter, with high level of energy and pro-active approach to work* Ability to communicate professionally, clearly and effectively to target audiences* Ability to drive design decisions and business outcomes using informed recommendations, whilst able to manage conflicts and differences in opinions* Ability to work under pressure to meet deadlines on multiple projects or tasks concurrently* Proactive in seeking information, challenging norms and driving efficiency * Working with a global consumer base and different cultures* Able to work comfortably on a global scale with a large team
* Must have the legal right to work in the United States
Knoxville, Tennessee, KX, TN
Discovery Communications, Inc
Website : http://corporate.discovery.com
Discovery Networks International (DNI) operates one of the most extensive international television businesses in the media industry, delivering quality content designed to inform, entertain and inspire the world. Reaching over 1.6 billion cumulative subscribers in 224 countries and territories, Discovery delivers global appeal and local relevance, connecting with diverse audiences by providing context for the ever-changing world.