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International Transfer Operations Manager
hace 2 semanas
Job Summary
We are seeking a highly experienced and skilled International Transfer Operations Manager to lead our Transfers Ambassador Team.
This is a challenging role that requires strong analytical skills, excellent communication and project management abilities, and the ability to work effectively in a fast-paced environment.
About Amzn Support Srvcs Costa Rica
Amzn Support Srvcs Costa Rica is a leading provider of HR services, and we are committed to delivering exceptional customer experiences.
Key Responsibilities
- Project Management and Communication: Identify customer impacting issues, implement solutions, and process improvements to increase customer satisfaction. Participate in cross-functional process improvement initiatives. Lead the implementation of training programs to improve team quality and productivity. Create business cases and manage enhancements. Present high-quality data findings. Identify needs, create, and drive change management. Maintain departmental content in all channels. Develop and implement communication plans. Drive solutions to escalations, providing root cause analysis and recommendations. Develop remediation plans and drive to resolution with minimal guidance from manager.
- People Management: Lead and develop a team of individual contributors, responsible for overall direction, performance management, coordination, and evaluation of the team. Manage the team to ensure high service delivery and execution. Achieve performance goals and objectives in line with the network-wide vision and goals. Develop and communicate policies to associates, becoming the primary information source for staff. Follow up to ensure compliance and consistency, taking corrective action as necessary and documenting the issue and actions taken. Manage workflow to maintain service levels and ensure equitable workloads among team members. Understand SLAs and its drivers to adjust employee profiles if required. Work with Global Transfers Service Delivery on Offer process enhancements and Program Managers. Carry out supervisory responsibilities in accordance with Amazon's policies and procedures, including interviewing, training, motivating employees, planning, assigning, and directing work; rewarding and disciplining employees; and effective conflict resolution.
- Customer Service: Manage key stakeholders both internal and 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. Understand 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 years of Talent Movement experience.
