Manager Pay Services, Pay and Data Services
San Jose, CR
hace 3 días

Job summary

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative.

We are looking for a leader for our Pay & Data Services function to lead the delivery of innovative solutions to complex problems in a customer centric manner.

As the Manager for our Pay & Data Services (PDS), you will work closely with the regional leaders to play a key role in improving the financial and operational performance of our global teams.

You will be responsible for measuring, designing and planning PDS delivery in a global environment to ensure outstanding customer experience while balancing costs.

In addition, you will be responsible for optimizing workflow, define the units of work and volume drivers to plan future capacity requirements and monitor productivity.

You will also act as the voice of the delivery team and guide the selection or development of workforce management and skill-based routing solutions.

You will also liaise with the finance, delivery and ES / HRS Biz Ops teams to help guide our expansion across multiple regions.

This position requires a solution-oriented candidate with a combination of deep business acumen, knowledge of pay best practices, and an analytical mindset to enable tactical workflow planning and proactive responses to service level challenges.

The candidate must have the ability to work with diverse stakeholder groups to solve business problems and provide solutions that are organized and simple to understand.

Become part of this unique opportunity to make history defining the evolution of PDS.

Key job responsibilities

  • Collaborate with Payroll, Employee Services (ES) and PDS Leaders to drive standardization and consistency in service and identify improvement areas which reduce costs and improve process value.
  • Be the global ES service delivery SME with support from regional POCs understanding regional / local variations of the service.
  • Work with HR Biz Ops / ES Ops Engagement team to ensure that Global Service Inventory is accurate (definition of service, countries supported and where they are supported from);
  • intake model clearly defined with service delivery prioritization process.

  • Proactively partner with stakeholders like Ops and Non-Ops HR to understand their needs (such as country launches, service gaps) and prioritize the deliverables in the forward looking roadmap
  • Be single intake point for all PDS service requests, collaborating with Ops and Non-Ops ES Engagement teams.
  • Approve staffing and funding, collaborate with intake team / Finance, Ops and Non-Ops.
  • Plan process transitions along with resources / budget to ES delivery HUBs, working with Ops and Non-Ops HR teams.
  • Define and refine Key Performance Indicators (KPIs), SLAs and How’s My Driving (HMD) surveys for PDS.
  • Support Business Continuity (BCP) and peak planning in terms of critical activities in PDS
  • Support change management and communication efforts for critical transformation projects where the service is impacted and ensure that the delivered technology meets the ES requirements.
  • Identify potential integration / use of vendors where applicable.
  • Determine service scope, HC cost, FTE, location, prioritizations, and manage intake requests.
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