Manager, Transfers

hace 4 semanas

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

4+ year of experience managing and developing direct reports or a Bachelors in Psychology, Business Administration, or Human Resources.
- 2+ Experience in managing HR Shared Services teams in both Calls and Case Management Environments
- Previous experience with mobility/relocation processes
- Previous experience driving service expansions and/or launch readiness

Job summary

Join Amazonian Experience & Tech (AET) Organization and help make a difference for all Amazonians
We are recruiting for the Transfers Ambassador Team for a Manager, Transfers position.
This position is based out of SJO10 and leads a group of Ambassadors (L4 HR Specialist) to ensure a positive experience to all Employees moving through the International Transfer process.
The work focuses on the management of the day-to-day operations, working with Sr.
Ambassadors to address Andon Cords, fix content issues for their Ambassador members and manage any operational excellence initiatives along with any process improvement.
The Manager position will be in charge of the operational section launch of new geographies with the support of Sr.
Ambassador and other leaders.
A very strong and analytical mind focused on creating the right experience is required, as is the ability to manage under pressure and prioritize efficiently.
Key job responsibilities

Project Management and Communication:

- Identifies customer impacting issues and implements solutions and process improvement to increase customer satisfaction.
Participates in cross-functional process improvement initiatives.
- Leads the implementation of training programs to improve the quality and productivity of the team.
- Creates business cases and manages enhancements.
Presents high quality data findings.
- Identifies needs, creates and drives change management.
Maintains departmental content in all channels.
With manager oversight, develops and implements communication plans
- Drives solutions to escalations, providing root cause analysis and recommendation.
Develops remediation plan and drives to resolution with mínimal guidance from Manager.
People Management:

- Leads and develops a team of individual contributors; responsible for the overall direction, performance management, coordination and evaluation of the team.
Manages the team and ensures high service delivery and execution
- Achieves performance goals and objectives in line with the network wide vision and goals.
- Develops & Communicates policies to associates and becomes the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
- Manages the workflow of the team to maintain service levels and ensure equitable workloads among team members.
- Understands SLAs and its drivers to adjust employee profiles if required.
- Works with Global Transfers Service Delivery on Offer process enhancements and its Program Managers.
- 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.
Customer Service:

- Managing key stakeholders both internal & external & partnering with them for process enhancement.
Subject Matter Expertise:

- Subject Matter Expert for customers, team and vendors
- Strong understanding of HR Services workload and priorities
- Understands Contact Center operations for both calls and case management as team members will be mixed into different communication channels.
- Knows and interprets complex legal stipulations
- Knows and works with outside sources to develop interpretations and solutions for complex issues
- Advocates for Amazonian Experience & Technology
- Master's Degree in Psychology, Business Administration, or Human Resources.
- Lean/Six Sigma Certifications
- +2 year of Talent Movement experience

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