Process Lead - MIS Applications

Warner Bros. Entertainment Inc. seeks a Process Lead – MIS Applications for the Corporate Projects department. Position will oversee documentation of process maps and Statements of Work. Provides input and recommendations as to the final process design and the operating structure design. Participates in all process-related workshops, and takes the lead as appropriate. Helps to define organization alignment changes. Manages the definition of scenario testing for Tower / Process Area. Provides the “Day 1� acceptance criteria; obtains readiness sign-off from “user� community. Ensure adequate training and documentation. Provides training overview and reviews / approves curriculum. Responsible for QA reviews of desktop procedures. Provides input into and participates in regional training (also conducts training). Establish metric gathering / performance reporting (leveraging tools, e.g., Hackett or Corporate Executive Board); track performance and ensure business viability of service levels. Assists with definition of “production monitoring� processes and tools. Define and implement service level reporting for Tower / Process Area. Perform capacity and demand planning with PMO – Forecast customer demand for all in-scope and new services. Coordinate services, projects, and plans within BU to ensure priorities are addressed appropriately. Define and/or manage Disaster Recovery Plan to ensure business continuity; oversee tests. Participate in the definition of Benchmarking and Gainsharing provisions in the Agreement. Oversee regulatory compliance process. With Project Office, manages the project plan, deliverables, dependencies and timeline. Proactively advises management of slippage or potential delays / quality issues. Develops contingency plans. Participates in a leadership capacity in all workshops/meetings; ensures proper documentation and communication of results, as appropriate. Participates in the development and recommends final process design as well as the operational structure design. Leads acceptance test planning and execution. Reviews the Day 1 acceptance criteria. Reviews, validates and provides mitigations for risks. Participates in site readiness definition. Participates in Training and knowledge transfer. Reviews and validates controls strategy and plans. Reviews data privacy and data security strategy and plans. Responsible for obtaining sign-off; oversees final GO / NO-GO input collection. Ensures timely review of all deliverables. Responsible for tracking open issues, ensures timely resolution and/or escalation. Manage relationship with Business clients. Assist with Business Stakeholder relationship and manage Business Stakeholder demand internally. Manage response to Business Stakeholder demand. Participate in Benchmarking and gainsharing analyses. Conduct regular service reviews; manage and audit performance and productivity relative to Service Levels. Monitor user satisfaction and provide remediation. Set continuous improvement of relevant Service Levels and leads standardization. Interface with Financial Management to analyze performance outcomes for Performance Credits / Earn-backs. Manage Business Stakeholder relationship and Business Stakeholder demand internally. Manage response to Business Stakeholder demand. Reconcile projected resource baseline with actual utilization. Perform capacity and demand planning with PMO – Forecast customer demand for all in-scope and new services. Coordinate services, projects, and plans within BU to ensure priorities are addressed appropriately. Define and/or manage Disaster Recovery Plan to ensure business continuity; oversee tests. Review and monitor problem and change management process and escalation procedures. As operational problems occur, review recovery and permanent fix plans. Provide early warning to the Business Area contacts regarding degrading or missed service levels. Develop and introduce new Services into the pipeline. Facilitate Service Levels review / update processes. Facilitate baseline review / update processes. Handle all “out of scope� requests for service. Ensure regulatory and S-OX compliance process.

Requirements
CPA, PMI preferred. Bachelor’s degree required. 10+ year’s process design, development, re-engineering experience required. Controls analysis and implementation. Consulting. Experience in the Tower / Process Area a must. General knowledge of all processes in scope, with specific knowledge of customer operations. Problem determination and root cause analysis experience. Negotiation skills. Project management experience. Problem management experience. Knowledge of SAP. Microsoft office suite of tools. Six Sigma. Available to support special extended hours to support critical periods, such as the month end closing, etc. Must have the ability to communicate effectively and tactfully with persons on all levels, in person and on the telephone. Must be able to reason through issues and resolve problems and work well under time constraints. Must have excellent time management skills to perform in a fast-paced, high pressure, high volume environment. Must be a team player and be flexible. Must be a motivated, confident self-starter. Intermediate Travel, including overseas.