DLS Manager
Amazon
San Jose, CR
hace 4 días

DESCRIPTION

At Amazon we believe that every day is still day one. We are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people.

If you’d like to help the Disability Leave Services (DLS) team build a best-in-class professional services program to deliver leave of absence, disability and accommodation services to Amazon employees, applicants, job seekers and candidates globally, this is your chance to make history by joining our team.

DLS Provides services 7 days a week, 24 hours a day to assist employees as they go through qualifying life events.

The DLS Manager will provide exceptional customer service, partnership and coordination with business teams, senior leadership, managers and human resources.

The individual will possess operational knowledge, execution, data understanding and leadership skills to take on a highly impactful specialist role while managing a team of 10-15 DLS members regarding leaves and / or accommodations.

The individual will assist in fostering the growth of the program and development of the process change and opportunities to improve efficiency and the customer experience.

  • The DLS Manager will need to see things through to completion; have the ability to manage employees and coordinate complex processes;
  • possess the ability to work with all levels of employees and management, ability to prioritize in a fast-paced environment;
  • and strong critical thinking and fact-finding skills. The individual must possess the ability to develop and improve processes, take ownership and show initiative.

    This individual has proven ability to communicate, analyze and critically think, along with a customer service focus that employees and program stakeholders expect from Amazon.

    Responsibilities :

    Manage the performance of teams through insightful communications, regular 1 : 1’s, team meetings and reward and recognition programs.

    These teams can consist of Accommodation Consultants, Leave Case Managers, Triage Specialists and / or Sr. Case Managers

    Drive continuous improvement processes / initiatives to enhance the operational efficiency of the program

    Ensure compliance with a standard work, federal / state regulations, and company policy

    Maintain system records to ensure accurate and timely information / documentation

    Consult, coordinate and partner with our third party administrator, HR, Safety, Legal, Payroll, Benefits, team members and other departments / systems as appropriate

    Achieve performance goals and objectives in line with the network wide vision and goals.

  • Communicate policies to the team and become 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.

    Partner with Operations Manager and other Team Supervisors regarding organizational design, workforce planning, succession planning, and skills assessment.

    Review and analyze business unit data to identify trends and recommend solutions to improve performance, retention, and employee experience

    Respond to escalations, providing root cause analysis and recommendations. Develops remediation plan and drives to resolution with minimal guidance from Manager

    Perform audits of team’s work, providing coaching and feedback to support ongoing performance improvement.

    Maintain familiarity with defined operations processes to validate delivery in accordance with set quality standards and ensure compliance with standard work, federal / state or local laws and company policy

    Contribute to growing the expertise of our stakeholders, by participating in meetings, tough case reviews, resolution of escalated cases and consultation

    Collaborate with legal and compliance stakeholders on regulatory / employment liability issues as they relate to complex cases and / or policy development with leave, disability and / or Accommodation

    Collaborate with team members on development and review of SOPs and process documents

    Participate and lead initiatives in cross-functional process and business improvement projects

    Support developments and implement standardized training materials, tools and resources to improve quality and productivity of the team

    Partner with recruitment to post job openings and participate in interview loops across DLS

    Critically assess and adjust the case management plan to an employee’s changing needs

    Address and respond to sensitive situations

    Troubleshoot issues and seek to remove barriers for team members and customers

    Identify and solve problems that may arise, sometimes with limited information

    Communicate regular updates to employees and stakeholders both verbally and in writing

    Influence change to ensure operational standards are met.

    Act as mentor / trainer for all team members as needed to support skill development or onboarding new team members

    Flexible to work nights and weekend

    BASIC QUALIFICATIONS

  • Bachelor’s degree or 5 + years of professional or military experience
  • 6+ years of team lead or supervisory experience, or serving in a team specialist or leadership role
  • Experience supervising customer service representatives or case managers in a related program
  • Demonstrated knowledge in MS Word, Excel, Access, Outlook and PowerPoint
  • PREFERRED QUALIFICATIONS

  • Bachelor’s degree from accredited university or equivalent experience
  • SPHR, PHR, or CPDM certifications, or equivalent
  • Experience providing case management services for a large, multi-state employer or on behalf of a carrier / TPA with clients in multiple states
  • Experience providing guidance to employees or managers on leave of absence, disability plan, accommodation, human resources, benefits, or complex employee matter
  • Experience with global service and employee delivery
  • Demonstrated customer service and communication skills, both verbal and in writing
  • Demonstrated Problem solving, time management and priority setting skills
  • Experience working with confidential information
  • Knowledge of federal or state leave and disability regulations, specifically ADA / ADAAA and FMLA
  • Experience as a leave of absence and / or disability claim manager, with experience using a case management system, reviewing cases for eligibility, determining the appropriate leave and / or disability pay benefits that apply to a specific situation, and establishing / executing a case management plan.
  • Amazon is committed to a diverse and inclusive workplace.

    Reportar esta oferta
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Inscribirse
    Mi Correo Electrónico
    Al hacer clic en la opción "Continuar", doy mi consentimiento para que neuvoo procese mis datos de conformidad con lo establecido en su Política de privacidad . Puedo darme de baja o retirar mi autorización en cualquier momento.
    Continuar
    Formulario de postulación