Team Manager, Global Work Authorization
Amazon
Calle Blancos, CR
hace 5 días

Join Amazon’s HR Services Team and help make a difference for all Amazonians!

The Worker Eligibility Team Manager will be based out of SJO10 and will lead a group of Process Leads and Specialists to ensure employees in the Americas have appropriate right to work documents.

The ideal candidate will be customer obsessed, right a lot, operationally inclined, possess the ability to analyze data, make data-

based business decisions, and is committed to making continuous improvements. They must have the ability to focus on the management of day-

to-day operations, serve as the point of contact for worker elgibility escalations and manage the relationship with business partners and / or stakeholders.

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.

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.
  • Responsible for overseeing volumes, escalations, quality, and reporting to ensure the team meets service level commitments.
  • Act as the Subject Matter Expert for the team and partners to provide guidance, training and resolution related to the process for all the direct reports aligned to you.
  • Creates business cases and manages enhancements. Presents high quality data findings.
  • Identifies need, 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 minimal guidance from Manager.
  • People Management :

  • Leads and develops a team of Associates, 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 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.

  • Manages the workflow of the team to maintain service levels and ensure equitable workloads among team members.
  • 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 :

  • Responds to queries from team, internal business partners, candidates, and customers including high level leadership teams.
  • Managing key stakeholders both internal & external & partnering with them for process enhancement.
  • Subject Matter Expertise :

  • Subject Matter Expert for customers, team and vendors · General understanding of HR Services workload and priorities.
  • Knows and interprets complex legal stipulations.
  • Knows and works with outside sources to develop interpretations and solutions for complex issues.
  • Advocates for HR Services.
  • 2+ years of HR experience.
  • 1+ year of experience Manager experience (managing and developing associates)
  • Exceptional communication. Fluent verbal and written English language skills
  • Bachelor's degree or advanced college education in a related field (Human Resources, Business Administration, Psychology, Industrial Engineering or alike)
  • Strong management of MS Office.
  • Previous experience with work authorization / right to work / E-Verify.
  • Lean / Six Sigma Certifications.
  • Previous Project Management experience, driving complex projects with full project life-cycle management.
  • Previous experience driving service expansions and / or launch readiness.
  • Demonstrated program ownership and consistent delivery on commitments - great organizational skills with exceptional follow through and attention to detail.
  • Outstanding Customer Service skills.
  • Excellent written and verbal communication skills.
  • Adaptability to a fast-paced environment.
  • Exceptional analytical skills, comfortable working with large amounts of data and communicating data findings, experience establishing and tracking program metrics.
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