Organizational Development Lead

hace 3 días


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

You will work in a fast-paced environment where every day brings unique new challenges and opportunities.

This role requires excellent business and communication skills, with the ability to work with peers globally and site peers.

Responsibilities
  1. Plan and direct the overall operation of a large HR service delivery organization, aligning with the Global Delivery Lead, peers, key stakeholders, corporate strategic initiatives, and business plans to achieve top performance.
  2. Lead a team of managers and an overall operations team of between 60-80 people.
  3. Meet and exceed performance objectives to maximize customer satisfaction.
  4. Evaluate gaps and implement plans to close them.
  5. Conceptualize and deploy industry best practices (process excellence, technology, products/services) that have tangible long-term benefits for the company and employees.
  6. Direct complex transformation projects (as required) to enable effective consolidation of service delivery and deployment of best practices for a consistent customer experience.
  7. Build a high-performance work culture and rewarding work environment leveraging a diverse and global talent pool.
  8. Manage outsource and offshore partners to ensure a seamless and cost-effective customer experience.
  9. Develop team capabilities, including providing stretch opportunities to advance the team and career development opportunities for team members.
  10. Define key performance indicators, developing clear metrics and reporting service level agreements for core services and transactions to drive cross-functional leadership understanding of business impact.
Requirements
  • 8+ years of HR or shared services organizations-related experience.
  • MBA preferred.
  • Experience in a complex, matrixed, global organization.
  • Prior experience in HR departments and/or HR shared services.
  • Successful record of building and improving operational processes and procedures, driving program efficiency, and achieving high levels of customer satisfaction.
  • Strategic view, able to perform cost-benefit analyses, accurately assess risk, forecast both long and short-term outcomes, and evaluate implications in a complex business environment.
  • Customer service orientation with a demonstrated desire to exceed expectations, with the ability to serve multiple customers (employees, managers, HR).


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