Detailed Job Description
Position Responsibilities
Project Management and Communications:
Identifies customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction. Participates in cross-functional process improvement initiatives.
Drives quality consistency and productivity of team to ensure consistent employee experience.
Assists in developing and implementing training programs to improve the quality and productivity of the team.
Drives process improvements to enhance the operational efficiency of the site.
Understands and effectively utilizes resources provided by internal systems, departments, policies, and procedures.
Investigates discrepancies, finds and implements solutions.
Creates business cases and manages enhancements. Presents high quality data findings.
Identifies need creates and distributes standard communications. Maintains departmental content in all channels. Develops and implements communication plans.
Identifies and communicates service outages, investigates root cause, coordinates service recovery efforts, and ensures remediation plan is implemented to prevent future outages.
People Management:
Leads and develops a team of 15-20 associates from Exits team; responsible for the overall direction, performance management, coordination and evaluation of the team. Manages the team and ensures high service delivery and execution.
Stays connected to every level of the department through shadowing and skip level meetings. Responsible for the morale and motivation of the team.
Actively participates in and drives the continuous improvement culture through ‘kaizen’ and lean projects. Identifies and eliminates barriers to accuracy, productivity, and quality.
Achieves performance goals and objectives in line with the network wide vision and goals.
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:
Uses voice of the customer data to enhance the customer experience.
Responds to queries from team, internal business partners, candidates, and customers including high level leadership teams.
Manages relationships with key internal and external stakeholders, partnering closely with them for process enhancement.
Subject Matter Expertise:
Acts as a Subject Matter Expert for customers, team and vendors.
Can articulate top drivers of contacts and departmental metrics.
General understanding of HR Services workload and priorities.
Knows and interprets basic legal stipulations. Knows and works with outside sources to develop interpretations and solutions for complex issues.
Performs audits of team’s work. Assists in developing and approving guidelines.
Advocates for HR Services.
BASIC QUALIFICATIONS
Bachelors Degree, perfer MBA in Human Resources
Prior experience leading, coaching, and mentoring a team of 15+ associates, specialists and leads
Prior experience driving employee engagement
6 - 7 years of related experience. HR Shared services experience is a must
Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards
Excellent verbal and written communication skills
Strong attention to detail and organizational skills
Strong judgment and instincts. Ability to manage escalations to resolution
Able to prioritize in complex, fast-paced environment
Project management leadership skills
Able to audit self and others for a very high level of accuracy
Ability to develop internal and external facing analytics to drive change within the organization and support departmental goals
Experience conducting interviews and making effective hiring decisions
Able to articulate the voice of the customer and advocate for them
Advanced computer skills using a variety of programs highly desired
Understanding of resources outside of department. Respected by others in department. Has earned trust of others
PREFERRED QUALIFICATIONS
Strong systems knowledge. Experience PeopleSoft, Oracle, SAP, ADP or other HR management and Payroll systems as well as call center applications
MBA in Human Resources
Ability to handle projects using the Project Management principles and methodology
Knowledge of Lean Six Sigma
Amazon is an Equal Opportunity Employer


Other Skills
 Excellent verbal and written communication skills, Project management leadership skills.,


Keywords
 Excellent verbal and written communication skills, Project management leadership skills.,


Interview Information
Job Location : Bangalore
Interview Location : Bangalore