Service Delivery Manager, Global Work Authorization Job in Amazon

DESCRIPTION

As a member of Amazons Employee Services team, this role will be performing the functions of a Service Manager for Global Work Authorization and will be required to partner with leadership to develop and implement HR plans and solutions in order to achieve strategic business initiatives and deliver results.

Global Work Authorization manages the review and validation of documents granting candidates and employees the right to work for Amazon. This role will manage ongoing support by improving self-service tools and monitoring policies and process updates as the programs grow.

The Service Manager for Global Work Authorization, sets the vision, direction, and culture of their teams by managing team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction by proactively identifying broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels.

This position requires someone with strong people and process management experience. Leveraging your skillset, you will provide leadership and guidance to two team managers and 40+ associates supporting various regions (Americas, EMEA & APAC). You will be responsible for overseeing and regularly reporting out on volumes, escalations, quality and staffing to ensure the team consistently meets service level commitments.

While this role will be located in our Hyderabad Corporate location, it will report to the Global Service Delivery/Americas Regional Program Manager for Global Work Authorization in the US.

ROLES AND RESPONSIBILITIES

People Management:
Leads and develops team managers who provide direct support to 20-30 associates each; responsible for the overall direction, performance management, coordination and evaluation of the teams.
Manages the team and ensures high service delivery and execution within a fun, positive work environment.
Actively drives a continuous improvement culture through kaizen and lean projects. Identifies and eliminates barriers to accuracy, productivity, efficiency 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 workload among team members.

Project/Program Management and Communication:
Identifies customer impacting issues and implements solutions and process improvements to increase customer satisfaction. Participates in cross-functional process improvement initiatives.
Partners with key stakeholders to ensure formal Quality and Training programs work 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.
Proactively investigates discrepancies and finds and implements solutions.
Creates business cases, manages enhancements and presents high quality data findings.
Identifies need, creates and distributes standard communications. Maintains departmental content in all channels with manager oversight, develops and implements communication plans.
Responds to escalations, providing root cause analysis and recommendation and guides team managers to develop remediation plans and drive to resolutions.
Performs data analysis & interpretation. Understands, collects data and pulls reports from HR tools. Ensures quality of the data through regular audits and reporting.

Customer Service:
Responds to queries from team, internal business partners, candidates, and customers including high-level leadership teams.
Manages key stakeholders both internal & external & partnering with them for process enhancement.
First point of contact for escalations for any Service Delivery Work Authorization process related issue within the HYD hub.

BASIC QUALIFICATIONS
Bachelors degree or 2+ years Amazon experience.
5+ years of experience as a Team/Process lead and/or supervisor experience.
Strong command of Microsoft Office including Excel, SharePoint, Word and PowerPoint.
Excellent verbal and written communication skills.
Ability to work independently and thrive in a fast-paced environment.
Must be complying with Global Work Authorizations quality and productivity standards

PREFERRED QUALIFICATIONS
Experience managing operations or service delivery teams and/or other leaders.
Proven ability to build high performing and highly engaged teams.
Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards.
PHR, GPHR, or SPHR certification.
Ability to handle projects using the Project Management principles and methodology.
Reporting and analytics experience.
Demonstrates superior judgment, diplomacy, and tact, with a willingness to speak up in the midst of adversity.
Strong attention to detail and organizational skills.
Ability to push back, foresee potential issues, and advocate for relentless improvement.
Ability to effectively motivate a small-to-medium sized team.

BASIC QUALIFICATIONS

BASIC QUALIFICATIONS
Bachelors degree or 2+ years Amazon experience.
5+ years of experience as a Team/Process lead and/or supervisor experience.
Strong command of Microsoft Office including Excel, SharePoint, Word and PowerPoint.
Excellent verbal and written communication skills.
Ability to work independently and thrive in a fast-paced environment.
Must be complying with Global Work Authorizations quality and productivity standards

PREFERRED QUALIFICATIONS

PREFERRED QUALIFICATIONS
Experience managing operations or service delivery teams and/or other leaders.
Proven ability to build high performing and highly engaged teams.
Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards.
PHR, GPHR, or SPHR certification.
Ability to handle projects using the Project Management principles and methodology.
Reporting and analytics experience.
Demonstrates superior judgment, diplomacy, and tact, with a willingness to speak up in the midst of adversity.
Strong attention to detail and organizational skills.
Ability to push back, foresee potential issues, and advocate for relentless improvement.
Ability to effectively motivate a small-to-medium sized team.