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Manager, People Services & Operations Center

Culver City , California

ID de la oferta JR21-11265 Postularse Ver Trabajos Guardados

Reporting to the Executive Director of Employee Services, the People & Organization (P&O) Service Operations Center (SOC) Manager independently leads and manages a team to ensure efficient and effective execution and high-touch delivery of P&O (HR) services to SPE employees, managers, and P&O Business Partners through a variety of methods (in person, via phone/email, and through the use of technology).  

This role oversees a broad scope of P&O services to a diverse employee population, including but not limited to recruiting operations, onboarding of new hires, off-boarding of voluntary terminations, and general employee questions.  This role also oversees consultation to P&O Business Partners around severance events, as well as other P&O matters, and provides training, knowledge management, and other support to the P&O community.  The Manager interacts with employees, managers, and other P&O partners at every level of the organization and are responsible for the execution, delivery, and ongoing improvement of the processes, services, and systems within purview.  

Responsibilities

  • Manage and lead staff members to ensure effective delivery and execution of P&O services and processes (recruiting operations, on-boarding, off-boarding, general employee questions, and severance events), with an emphasis on compliance and employee experience.

  • Establish and maintain high-touch customer service and performance standards and provide supervision, coaching, and mentoring for staff development and growth.

  • Resolve any escalations in a timely and customer-focused manner, and personally oversee processes and services provided to the highest, executive level of the organization.

  • Interact and collaborate with P&O partners to communicate and/or present new processes, trends and metrics, or gather and incorporate feedback to ensure that services are being delivered according to business needs and are aligned with the SOC’s operating principles.

  • Continuously identify and analyze opportunities for standardization and process improvement and contribute to the ongoing development and documentation of procedures, processes and SLA’s.

  • Design and implement strategies to elevate service delivery and employee experience through the use of an HR service delivery and case management system.

  • Leverage and utilize technology to effectively capture, track, analyze, and report on service delivery metrics and measures.

  • Project management support for a wide range of projects involving employee experience and integrations and system implementations.

Qualifications

  • BA/BS or advanced degree and a minimum of 8 years of progressive work experience.

  • Previous management experience with the ability to provide effective supervision to staff.  Experience successfully providing training, coaching, performance management, skill development, feedback, and guidance to a team.

  • Demonstrated strong functional knowledge and experience in Human Resources and a thorough understanding of employment practices and employee relations, compliance requirements, and applicable law.

  • Experience leading, managing, and overseeing the execution of high volume, advanced level and specialized customer service, ideally through the use of an HR service delivery and/or case management system.

  • Proven ability to serve as a business process owner for a variety of complex and multifaceted business processes with multiple stakeholders.

  • Experience developing reports, collecting and analyzing data and metrics, as well as using this data to monitor progress, service volume, and analyze trends.

  • Advanced level of computer skills with ability to use advanced features of various software programs, including Microsoft Word, Excel, PowerPoint.

  • Demonstrated success with leading continuous process improvement activities: review and development of process and procedures, analysis of improvement opportunities, metrics and success measurements, and effectively driving implementation of improvements.

  • Strong project management experience.

  • Demonstrated attention to detail and organizational skills.

  • Excellent customer service and communication skills a must.

*Sony Pictures Entertainment is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, age, sexual orientation, gender identity, or other protected characteristics.

*As part of our commitment to health and safety, all U.S. non-union applicants and employees must submit proof of vaccination against COVID-19 or request and obtain approval of a reasonable accommodation based on disability or a sincerely held religious belief, practice or observance.  To request an accommodation for purposes of participating in the hiring process, you may contact us at SPE_Accommodation_Assistance@spe.sony.com.

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