Manager, HR Service Center

Job Description

Come and join our Workforce Enablement team as we set out to build a world class ''Tier 1'' HR Service Center from the ground up! Reporting to the Director, HR Service Center, the Manager, HR Service Center will:
• Be part of the establishment, pilot, and launch of our first ever employee facing HR Service Center at ViacomCBS by April 2022
• Manage 2-4 brand-new team of workforce enablement hard workers
• Drive an elevated employee experience with foundational HR services across the Company. In addition, this role will assist in the development and consolidation of HR knowledge, as well as execution of ''Tier 1'' HR services, across legacy companies (Viacom, CBS, Showtime, and Paramount) and global regions (US, UK, EMEA, APAC, LATAM)

Within the first six months, you will:
• Contribute to the design and implementation of an HR case management system in ServiceNow, as well as its integration with our larger Global Employee Portal
• Manage the initial consolidation of existing HR knowledge (including policies, FAQs, operating procedures, and employee facing tools) and services across all ViacomCBS divisions
• Onboard the HR Service Center team (10 new hires)
• Assist in managing a 3-month HR Service Center pilot program, serving a limited scope of our employee population, and refine HR services ahead of US / UK launch in April

Within the first year:
• Help with the launch of the HR Service center to all US and UK employees, including employee communications and partner change management
• Measure and analyze ServiceNow data (across topics such as common inquiries, SLAs, and employee happiness) to understand and facilitate opportunities for ongoing improvement of knowledge and services
• Collaborate with international HR teams to develop a roadmap for growing the HR Service Center globally
Ongoing Areas of Focus:
• Management: thinking critically about the short- and long-term evolution of your team and function; analyze learning gaps, develop growth plans, and keep your team feeling engaged, rewarded, and motivated
• Relationships: build and manage relationships with partners across teams that are essential to HR Service Center success -- HR COEs, HRBPs, Payroll, IT Client Services, and others
• HR Knowledge and Services: own the development, approval, and documentation of HR facing knowledge resources that your team will use to answer inquiries and provide services in a continuous manner; work closely with HR COEs (Total Rewards, People Development, HR Operations, TA, Payroll) to continuously grow and revise HR knowledge base

Basic Qualifications:
• Minimum 6 years of experience working in HR; preferably with some experience in both HR Operations and a client/employee facing role
• Ability to encourage a team, with some understanding of work delegation, performance management, and your own leadership style
• Working knowledge of topics across HR functional areas, including Benefits, TA, L&D/Organizational Development, HR Systems/Operations, HR Compliance, and Payroll
• Demonstrated passion for building fast-paced employee services that are handled with expertise, attention, and care
• Comfort working with HR technology (such as SuccessFactors, Workday, or other HR system); experience with ServiceNow is a plus
• Strong client facing / interpersonal skills and passion for delivering positive experiences

Additional Qualifications:
• Problem-solving skills; think critically about problems and know how to demonstrate your resources to package solutions
• Advising skills; experience influencing decision makers with proven recommendations
• Demonstrate ability to thrive in a fast-paced, complex, and ambiguous environment with quick deadlines and shifting priorities
• Strong communication and relationship building skills; ability to establish close working relationships with teams and partners across corporate functions
• Ability to analyze processes within a cross-functional organization; proficient at prioritizing new and improved processes
• Ability to work independently with minimal direction, as well as within a team setting
• Must be comfortable collaborating with senior HR and business leaders

Jobcode: Reference SBJ-g6pop8-18-222-69-152-42 in your application.