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  Sr Director, Service Management
 
Employer: NBCUniversal Job Posted: 1/27/2020
Location: Universal City, CA Job Status: Full Time
 
 

Job Description:

The Sr. Director, Service Management, reporting to the VP, NBCUniversal (NBCU) Global Payroll and a member of the Global Payroll leadership team, will have oversight and be responsible for four core domains of the NBCU Global Payroll function. Those domains being 1) oversight, either directly or via directing Service Management team members, on complex, multi-functional projects that develop new or improve existing NBCU Global Payroll services, 2) develop Global Payroll’s core management infrastructure including project management, knowledge management, metrics management, training and communications, and Payroll platform sub-functions, 3) identify, deploy, and drive adoption of technologies and solutions enabling core functions including case management, enterprise database usage, automation and robotics, collaboration and knowledge sharing platforms, and 4) develop and execute continuous improvement initiatives using existing and developed frameworks and methods.

The Sr. Director, Service Management, will also support other development, projects, and activities, as defined by NBCU Global Payroll senior leadership and/or enterprise activities, as directed and required. The Sr. Director is expected to have a genuine commitment to service delivery excellence and client satisfaction. The Sr. Director will establish relationships with constituents and partners including Labor Relations, Legal, Human Resources, Benefits Administration, Compensation Management, and enterprise Information Technology functions. The Sr. Director should be committed to coaching and mentoring the Service Management team and other Global Payroll team members. A strong sense of curiosity, patience, and flexibility is essential. A genuine empathy for our serviced employee population, our partners, and our team members is required.

If you are ready for the challenges and opportunities described, the NBCU Global Payroll function welcomes and encourages your interest in this position.

Role Responsibilities:

• Develop the strategy and provide tactical direction to the Service Management Team, leading the team and enabling their ability to successfully achieve and perform those services in the function’s core domains
• Coach, mentor, and lead the Service Management team members in their progression of skills, knowledge, and ability to effectively service Global Payroll’s constituents and clients
• Develop methodologies and frameworks enabling effective and successful delivery of the core functions
• Collaborate and partner with peers
• Design and assemble project plans and deliver those projects per agreed upon milestones and deliverables
• Develop perspectives, dashboards, and other metric assemblies demonstrating the function’s performance
• Monitor solutions, vendors, and voice of the customer to drive continuous improvement
• Oversee and maintain the function’s expense management platform
• Provide ongoing operational performance of selected new business services and processes
• Drive interviewing and hiring of team members, encouraging inclusion and alignment with both Global Payroll’s and Service Management’s organizational principles

Qualifications/Requirements
Knowledge and Experience:


• 10+ years’ experience in a service delivery function and a highly business process-oriented environment
• 5+ years’ line leadership and/or management consulting experience in the human capital management (HCM) service delivery domain, either in a functional, technical, and/or implementation leadership role; HCM including work force administration, payroll operations, executive benefits and compensation, union pay compliance, and multi-jurisdictional payroll tax
• 5+ years’ experience working in an HCM-servicing Shared Service Center and commensurate exposure to tiered service levels
• Demonstrable problem-solving capabilities
• Strong leader and persuasive communicator with a vision; proven ability to self-motivate, work independently as well as collaboratively and motivate and inspire a team; excellent writing and verbal presentation skills
• Proven performance accountability in terms of following through on individual commitments and deadlines and those for the Global Payroll organization
• Demonstrable expertise in Microsoft Office applications including desktop and collaborative such as Teams and SharePoint
• Proficient in script or code-based analytical tools such as SQL, Python, R, and user enabling tools such as VBA, .Net, JavaScript
• Experience with SAP and / or Workday Payroll a plus
• Experience in service management technologies, including case management, knowledge management, and electronic document management, a plus

Education:

• Bachelor's degree in a contributive curriculum such as operations management, engineering, or other domains requiring high levels of complex problem solving, creativity, and innovation
• MBA or advanced degree with focus in operations management, finance, and / or accounting preferred
• PMP- and/or Six Sigma-like training or comparable experience a plus; however, certification not required


To Apply:





 




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