Team Manager, Work Authorization

hace 7 días

San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

Bachelor’s degree or 2+ years Amazon experience.
Ability to read and understand spanish and portuguese
- 2+ years of experience as a Team Manager in Amazon
- Strong command of Microsoft Office including Excel, SharePoint, Word and PowerPoint.
- Excellent verbal and written communication skills.
- Ability to work independently and thrive in a fast-paced environment.
- Must be complying with Global Work Authorization’s quality and productivity standards

Job summary

The Work Authorization Team Manager, sets the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction, by identifying broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels. This position will report to the APAC Regional Program Manager, Work Authorization in Seattle, WA.

ROLES AND RESPONSIBILITIES

**People Management**:

- Leads and develops a team of 15-25 associates and Specialists; responsible for the overall direction, performance management, coordination and evaluation of the team. Manages the team and ensures high service delivery and execution.
- Actively participates in and drives the continuous improvement culture through ‘kaizen’ and lean projects. Identifies and eliminates barriers to accuracy, productivity, and quality.
- Achieves performance goals and objectives in line with the network wide vision and goals.
- Communicates policies to associates and become the primary information source for staff; follows-up to ensure compliance and consistency; takes corrective action as necessary and documents the issue and actions taken.
- Manages the workflow of the team to maintain service levels and ensure equitable workloads among team members.
- Carries out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.

**Project/Program Management and Communication**:

- Identifies customer impacting issues and implements solutions and process improvements to increase customer satisfaction. Participates in cross-functional process improvement initiatives.
- Assists in developing and implementing training programs to improve the quality and productivity of the team.
- Drives process improvements to enhance the operational efficiency of the site. Understands and effectively utilizes resources provided by internal systems, departments, policies, and procedures.
- Investigates discrepancies, finds and implements solutions.
- Creates business cases and manages enhancements. Presents high quality data findings.
- Identifies need, creates and distributes standard communications. Maintains departmental content in all channels with manager oversight, develops and implements communication plans.
- Responds to escalations, providing root cause analysis and recommendation.
- Develops remediation plan and drives to resolution with mínimal guidance from Manager.
- Performs data analysis & interpretation. Understands, collects data and pulls reports from HR tools, may key in/maintain data in system. Ensures quality of the data through regular audits and reporting.

**Customer Service**:

- Manages key stakeholders both internal & external & partnering with them for process enhancement.
- First point of contact for escalations for any Work Authorization process related issue.

**Subject Matter Expertise**:

- Acts as a Subject Matter Expert for customers, team and vendors.
- General understanding of HR Services workload and priorities.
- Knows and interprets basic legal stipulations.
- Knows and works with outside sources to develop interpretations and solutions for complex issues.
- Performs audits of team’s work. Assists in developing and approving guidelines.
- Advocates for HR Services.
- Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards.
- PHR, GPHR, or SPHR certification.
- Ability to handle projects using the Project Management principles and methodology.
- Reporting and analytics experience.
- Demonstrates superior judgment, diplomacy, and tact, with a willingness to speak up in the midst of adversity.
- Strong attention to detail and organizational skills.
- Ability to push back, foresee potential issues, and advocate for relentless improvement.
- Ability to effectively motivate a small-to-medium sized team.

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