Manager, Global HR Operations

Department/Group Description:

The Global HR Operations team is responsible for the strategic development and execution of HR services and information to employees, managers, and HR partners throughout the Enterprise.

Job Summary and Purpose:

This role is responsible for the day-to-day leadership of Global HR Operations.  It has leadership accountability for a team who is supporting the GHRO operation needs of employees across the region. This role will focus on delivery of high service levels to meet client needs and will interface with clients for assessment of new work, services, processes and escalated issues.  Using a variety of sources of data and metrics to identify opportunities for continuous improvement and efficiencies for increased productivity and exceptional customer service.  Works closely with cross-regional Managers and Senior Managers on process improvement and execution.

Key Job Responsibilities and Duties:      

Regional Operations 

• Oversee work and daily activities for Global HR Operations staff to ensure Service Level Agreements (SLAs) are met and issues are resolved with clients
• Distribute work (potentially across regions) as necessary based on staffing, skills/knowledge, and priorities
• Provide direct, escalation support to stakeholders on time sensitive or highly confidential Global HR Operations work; provide onsite expertise and escalation support to regional stakeholders as needed.
• Handle escalations and problem solve complex situations
• Grow GHRO team member in their enterprise knowledge and transaction development
• Provide training on existing or new skills/knowledge areas to onsite staff as needed and oversee system testing
• Inspire a strong, healthy team

Strategy Development and Execution

• Identify opportunities to improve the business by considering client needs, customer experience, costs/ROI, technology, and SLAs
• Drive compliance auditing and implement actions for improvements 
• Engage with stakeholders and HR partners and work closely with Senior Managers to develop and implement operational improvements
• Leverage technology to improve employee experience, increase productivity, and build a Global HR Ops community
• Partner and collaborate with senior management as a strategic partner on projects and the implementation of operational strategies
• Manage assigned enterprise project(s)

Global HR Operations Community Building and team development

• Provide leadership, direction and exemplify the values of the Disney brand and share those values with clients and team
• Support and participate in building a community among all Global HR Operations employees 
• Positively influence Global HR Operations team members through change associated with new technology, new processes, new team members and a growing, global clientele 
• Set an example for positivity, flexibility, leadership, and inspire a cross-functional and cross-regional GHRO team

Job Requirements

• Bachelor’s degree in Human Resources and/or Business related field
• Minimum 5 years of leadership experience or HR functional expertise
• Previous work experience in an HR Operations or similar environment
• Previous Disney experience preferred
• Experience managing teams through change 

Skills / Specialized Knowledge/Competencies

• Ability to drive HR processes and to deliver high quality HR services in a fast paced, highly dynamic/changing environment 
• Demonstrate leadership skills with a focus on developing talent within the organization
• Demonstrated polish and professionalism at all times even when engaging with leaders and team members with differing points of view 
• Proven negotiation skills with the ability to gain agreement while keeping both the client and the goals of the Global HR Operation organization in mind
• Effective problem solving, conflict resolution, networking, continuous improvement, and technical aptitude skills
• Ability to work in an organized and logical manner and with flexibility to adapt to change when necessary
• Demonstrate strong sense of initiative and urgency, with the ability to follow up on outstanding matters efficiently
• A high ability to manage execution and manage multiple demands
• Be able to build strong relationships and trust throughout the organization 
• Ability to adjust to change in a positive, productive manner
• Ability to guide teams and employees to drive organizational performance 
• Ability to build a cohesive team while maintaining productivity
• Ability to multi-task in a rapidly changing work environment
• Ability to maintain a high level of confidentiality
• Efficient skills in Microsoft Office and technical aptitude with HR information systems