The Walt Disney Company Director, International Global HR Operations & Service Delivery, APAC in China

The Global HR Operations team manages the strategic direction and consolidation of administrative HR services across Disney’s businesses. It is a centralized team that handles the inquiry and transactional aspects of the entire employee life cycle. This role will have leadership responsibility for the International Service Center sites in Greater China, Hong Kong, Hong Kong Disneyland, Singapore, Beijing, and in future Philippines, Viet Nam, Thailand, India, Japan, South Korea, Australia/New Zealand, Shanghai Disneyland.

This senior level Director role will lead and manage the Global HR Operations sites in Shanghai, Beijing, Hong Kong, Singapore and then growth into Philippines, Thailand, Viet Nam, India, SHDL, Australia/NZ, South Korea, Japan. They will provide day-to-day direction and management to a team handling all employee life cycle inquiries, transactions and escalation needs across these countries. They will be responsible for establishing quality standards and developing procedures to maintain high quality HR transactions. This individual will be charged with continuous efficiency improvements and cost containment, while at the same time responding to changes in the business. They will partner with segment stakeholders to ensure service level agreements are being met.

Using the existing GHRO business model, this role is responsible for designing and implementing the Global HR Operations Service Delivery strategy for these countries. This will be done in partnership with IT, HRIS, Communications, HR, Legal, Marketing and Workforce Technology. The robust service delivery strategy will enable Disney employees to receive the right HR Services information the first time through innovative tools. The transformational service model will provide employees the ability to access information anytime, anywhere and from any device. #LI-FIL

Responsibilities : Strategy

This role is responsible for designing and implementing the Global HR Operations Service Delivery strategy for the 40 countries in alignment with the original infrastructure established within GHRO. This will be done in partnership with IT, HR Technology, Communications, HR, Legal, Marketing and other key partners. The robust service delivery strategy will enable Disney employees, retirees and non-employees to receive the right HR Services information the first time through innovative tools. The transformational service model will provide employees the ability to access information anytime, anywhere and from any device.

In development of the Service Delivery Model this role will interface accordingly with any company-wide effort on employee engagement thus further enhancing our delivery model and its effectiveness.

This individual will lead a multi-site operational business to build-out the company-wide HR Operations services. As this is a multi-year project, this role will be responsible for the HUB and Spoke start-up and sustainment strategy. This will involve integration of many partners as resources and work are moved from Segment to Enterprise. This work will also be done in concert with peer Directors as the work processes and technology are developed from current state analysis through implementation design.

Serves as a leader of the Global HR Operations leadership team which provides strategic direction and assumes responsibility for executing key enterprise-wide initiatives, including setting strategic and tactical direction to meet enterprise, regional and segment goals.

Team Leadership

  • This senior level Director will lead and manage the Global HR Operations International sites in concert with the broader HR Operations business model/team.

  • They will provide day-to-day direction and management to a team handling all employee life cycle inquiries, transactions and escalation needs across TWDC within the 40 countries.

  • They will be responsible for establishing quality standards and developing procedures to maintain high quality HR transactions.

  • This individual will be charged with continuous efficiency improvements and cost containment, while at the same time responding to changes in the business.

  • Articulates and champions the Global HR Operations strategy.

  • Sets annual performance goals and objectives for team in alignment with Global HR Operations strategy.

  • Drives flexibility and continuity in the staffing model allowing for enhanced employee performance, growth and work environment satisfaction.

Client and Stakeholder Management

  • Provides leadership and support to customers, stakeholders, and employees to drive service satisfaction.

  • Governance management regarding the Service Level Agreements. This will include active reporting on quality, service levels, predictive reporting and more.

  • In partnership with Communications and the HR Community, this role will develop the communication and marketing strategy to ensure adoption and evolution the Global HR Operations Services.

  • In partnership with Legal and local/regional HR, stay ahead of legal requirements and ensure information and processes are in compliance with local legislations/laws.

Basic Qualifications :

  • 5-10 years leadership experience in a consumer/employee facing operation.

  • International work and leadership experience.

  • Proven ability to lead complex initiatives across multiple business units.

  • Ability to effectively lead and support multi-track teams while collaborating to deliver quality services on time.

  • Demonstrated ability to identify and understand complex issues and drive to resolution.

  • Ability to think strategically and drive ideas into action, with a positive outlook.

  • Proven experience in developing a service delivery strategy to meet consumer and/or employee needs and applying robust measurement and reporting infrastructure.

  • Demonstrated the ability to design and implement analytical applications to support a service operation’s needs for reporting such as productivity, service excellence and compliance.

  • Excellent written, verbal and listening communication skills.

  • Proven analytical, quantitative and financial analysis skills.

Required Education :

Bachelor’s degree and relevant experience.

Preferred Education :

MBA is preferred.

Additional Information :

This role will require travel about 15% of the time.

Job ID: 550218BR

Location: ,China

Job Posting Company: Walt Disney International