Senior Global HR Operations Associate
The Walt Disney Company
Burbank, CAThis was removed by the employer on 5/28/2018 7:57:00 AM PST
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Full Time Job
Senior Global HR Operations Associate (PH)
Job Summary:
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.
This position provides support to all levels of employees across the enterprise for inquiry services support for Global HR Operations work and Payroll processes and policies. Responsibilities include answering a large volume of phone calls, inquiries via case tool and on-line chats.
Responsibilities:
HR Inquiries and Transactions
• Answer large volume of phone calls
• Work in chat channel
• Utilize knowledge management tools to provide accurate information for employees across the enterprise
• Respond using case tool to address client inquiries
• Research and resolve issues according to defined scope
• Accurately record case details in case tools
• Conduct routine transactions specific to role following the standard operating guidelines
Customer Service
• Provide excellent customer service
• Recognize and escalate customer issues by reviewing individual case history
Problem Identification
• Identify opportunities in employee or agent content
• Identify and escalate systemic issues by recognizing increase in certain call or request types
Basic Qualifications:
• Previous work experience in an operations environment
• Previous Disney experience
• Demonstrated excellence in customer service
• Demonstrated problem solving skills
• Very strong verbal and written communication skills as well as telephone, email, and chat etiquette skills
• Ability to multi task and prioritize/handle competing priorities in a fast paced environment
• Ability to understand case notes in order to provide excellent customer service and to identify/escalate other issues or root causes
• Self motivated to take initiative and ownership on issues and identify when escalation is needed
• Ability to identify patterns that could indicate systemic issues
• Demonstrated ability to work with diverse personalities
• Demonstrated ability to function in a team environment
• Demonstrated strong ability to build relationships internally and externally
• Demonstrated ability to adjust to change in a positive, productive manner
• Ability to demonstrate awareness of and acknowledgement of segment differences
• Demonstrated ability to handle confidential information
• Ability to be flexible with work schedule, including evenings
Preferred Qualifications:
• Demonstrated proficiencies in Microsoft Suite, including Access
• Demonstrated knowledge and familiarity with SAP (ELE/Payroll) and ServiceNow
• Multi-Lingual
Required Education
• High School Diploma or equivalent
Preferred Education
• Associate's or Bachelor's Degree
About The Walt Disney Company (Corporate):
At Disney Corporate you can see how the businesses behind the Company's powerful brands come together to create the most innovative, far-reaching and admired entertainment company in the world. As a member of a corporate team, you'll work with world-class leaders driving the strategies that keep The Walt Disney Company at the leading edge of entertainment. See and be seen by other innovative thinkers as you enable the greatest storytellers in the world to create memories for millions of families around the globe.
About The Walt Disney Company:
The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney's stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.
This position is with Disney Human Resources Strategies and Services, LLC, which is part of a business segment we call The Walt Disney Company (Corporate).
Disney Human Resources Strategies and Services, LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.
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