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Director HR Service Center


New York, NY, US, 10036

Human Resources
New York

ViacomCBS (NASDAQ: VIAC; VIACA) is a leading global media and entertainment company that creates premium content and experiences for audiences worldwide. Driven by iconic consumer brands, its portfolio includes CBS, Showtime Networks, Paramount Pictures, Nickelodeon, MTV, Comedy Central, BET, Paramount+, Pluto TV and Simon & Schuster, among others. The company delivers the largest share of the U.S. television audience and boasts one of the industry's most important and extensive libraries of TV and film titles. In addition to offering innovative streaming services and digital video products, ViacomCBS provides powerful capabilities in production, distribution and advertising solutions for partners on five continents.


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 Sr Director, HR Integration & Transformation, the Director, HR Service Center will: (1) lead the establishment, pilot, and launch of our first ever employee facing HR Service Center at ViacomCBS by January 2022, (2) build and manage a brand-new team of workforce enablement superstars, (3) drive an elevated employee experience with foundational HR services across the Company, and (4) scale the HR Service Center operation globally. In addition, this role will oversee 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 (U.S., UK, EMEA, APAC, LATAM).

In your first six months, you will:
• Oversee 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 in the U.S. and UK
• Hire and onboard the HR Service Center team (6-8 new hires) in the U.S. and UK
• Run a 3-month HR Service Center pilot program, serving a limited scope of our employee population, and refine HR services ahead of U.S. / UK launch in January
• Collaborate with Global Employee Portal team to rebrand “HR Service Center” to a title that more closely aligns with our overall Workforce Enablement strategy and ambition

In your first year, you will:
• Oversee the launch of the HR Service center to all U.S. an UK employees, including employee communications and stakeholder change management
• Develop HR Service Center team charter, including team goals, SLAs and expectations for providing quick solutions to employee inquiries with a deep focus on providing impeccable service
• Measure and analyze ServiceNow data (across topics such as common inquiries, SLAs, and employee satisfaction) to understand and facilitate opportunities for ongoing improvement of knowledge and services
• Collaborate with international HR teams to develop a roadmap for expanding the HR Service Center globally

Ongoing Areas of Focus:
• Management: think 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 stakeholders 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 both HR facing and employee facing knowledge resources that your team will use to answer inquiries and provide services in a consistent manner; work closely with HR COEs (Total Rewards, People Development, HR Operations, TA, Payroll) to continuously grow and revise HR knowledge base

• 7-10 years of experience working in HR; preferably with some experience in both HR Operations and a client/employee facing role (HR Generalist, HRBP, or HR Service Center role)
• 3+ years managing a team, with a comprehensive 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 top-notch 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 / customer service skills and passion for delivering positive experiences
• Expert problem-solving skills; you think critically about complex problems and know how to leverage your resources to package solutions
• Strong consulting skills; experience influencing decision makers with data-driven recommendations
• Ability to thrive in a fast-paced, complex, and ambiguous environment with quick deadlines and shifting priorities
• Exceptionally strong communication and relationship building skills; ability to establish close working relationships with teams and stakeholders across corporate functions
• Ability to analyze processes within a cross-functional organization; effective at implementing new and improved processes
• Executive presence - must be comfortable collaborating with senior HR and business leaders


ViacomCBS is an equal opportunity employer (EOE) including disability/vet. 


At ViacomCBS, the spirit of inclusion feeds into everything that we do, on-screen and off. From the programming and movies we create to employee benefits/programs and social impact outreach initiatives, we believe that opportunity, access, resources and rewards should be available to and for the benefit of all. ViacomCBS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, and Veteran status. 


If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access. https://www.viacomcbs.com/careers as a result of your disability. You can request reasonable accommodations by calling 212.846.5500 or by sending an email to viacomaccommodations@viacom.com. Only messages left for this purpose will be returned. 

Nearest Major Market: Manhattan
Nearest Secondary Market: New York City