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 Amazons 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 teams 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

Job details

Bangalore, India

HR Operations & Analytics

Human Resources

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Consumer Durables/FMCG, Warehousing
Functional Area : HR/PM/IR/Training
Role : Admin/Facilities Mgmt
Salary : As per Industry Standards
Deadline : 21st Mar 2020

Key Skills:

Company Profile:


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