Specialist Group Manager (L5)

Specialist Group Manager (L5)

Amazon Web Services (AWS)
3-6 years
Not Specified

Job Description


Job summary
Join Amazon's HR team and help make a difference for all Amazonians!
We are currently looking for a Specialist Manager to join our team. The Specialist Manager in the ERC Professional Services Support organization, leads a cross- country group of specialists located in INDIA (and other possible locations), that supports business operations for the ERC-DLS and Benefits teams. ERC DLS & Benefits teams provide Contact Center support to internal Amazonians who require assistance regarding Leave, Disability and/or Benefits inquiries.
The Specialist Manager sets the vision, direction, and culture of their team by managing team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction by identifying broader customer impacting issues, and implementing solutions to drive quality and productivity, while achieving real-time desired results for internal customers.

This role has a primary focus to data driven process improvement ,motivate and lead a team of exceptionally customer-obsessed Specialists, improve operating procedures and process flows, ensure cross-country process standardization, support change management, all while analyzing systemic issues and implementing solutions to challenging problems.
Successful candidates will demonstrate:
. The ability to understand business goals and recommend leadership new approaches, policies and procedures to effect continual improvements in business objectives, productivity and development of ERC-DLS/ Benefits.
. A true hands-on approach as well as the ability to successfully monitor the 'pulse' of the employees to ensure a high level of employee engagement.
. Experience with rapid and complex changing work environment.
. Passion for innovative HR solutions and process improvement.
. Demonstrated experience driving processes improvements and specific skills in Gemba, Kaizen methodologies preferred.
. Strong project management skills ability to lead projects at a network level to influence and obtain buy-in, and then drive execution and achievement of the right results.
. Success in creating and driving effective employee relations, retention and reward programs.
. The ability to be comfortable with high volume workload and not be afraid to 'roll up your sleeves.'
. A strong solutions focus and be comfortable working in an environment which demands strong deliverables along with the ability to identify problems and drive appropriate solutions.
. Strong internal and external customer service focus.
. The ability to manage multiple priorities simultaneously - results oriented.
. Excellent organizational and interpersonal skills.

Key job responsibilities
Position Responsibilities
Project Management and Communications:
. Identifies customer impacting issues, manage deep dive analysis with a sense of urgency to implement solutions and process improvements to the customer journey. Drives cross-functional process improvement initiatives to simplify the employee experience.
. Drives quality consistency and productivity of the Specialists team to ensure consistent employee experience among stakeholders, key partner and Associates as internal customers.
. Assists in developing and implementing mechanism programs to improve the quality and productivity the contact center.
. Drives process improvements to enhance the operational efficiency between Policy owners and Contact Center products.
. Understands and effectively utilizes resources provided by internal systems, departments, policies, and procedures.
. Investigates discrepancies, finds and implements solutions.
. Actively look for enhancements to the Operational Procedures and Articles working backwards from the associate- product experience.
. 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 10+ Specialists and/or Team Managers 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.


Basic qualifications
. Bachelor's degree or 3+ years Amazon experience, or 5+ years equivalent experience
. Currently at an L5 role or L5 Stretch assignment.
. 3+ years HR experience (HR Specialist preferred)
. Proficient in English, both verbal and written


Preferred qualifications
. 5+ years as HR Generalist or HR Specialist in a corporate environment
. 4+ years contact center experience in a corporate environment
. 2+ years supervisory or lead experience in corporate contact center or similar environment
. 4+ years using case management system, reviewing cases, determining appropriate processes and policies that apply to a specific situation, and resolving a case or establishing/executing a case management plan
. PHR, GPHR, or SPHR certification
. Proven ability to identify process defects, make recommendations for process improvements, and implement process improvements
. Knowledge of or training in Lean Six Sigma concepts and best practices
. Basic US legislation knowledge pertaining to HR & Labor
. Ability to handle projects using the Project Management principles and methodology
. Strong systems knowledge. Experience PeopleSoft, Oracle, SAP, ADP or other HR management and Payroll systems as well as call center applications
. History of success in creating and driving effective employee relations, retention, and reward programs

Job Details

Employment Types:




Launched in 2006, Amazon Web Services (AWS) began exposing key infrastructure services to businesses in the form of web services -- now widely known as cloud computing. The ultimate benefit of cloud computing, and AWS, is the ability to leverage a new business model and turn capital infrastructure expenses into variable costs. Businesses no longer need to plan and procure servers and other IT resources weeks or months in advance. Using AWS, businesses can take advantage of Amazon's expertise and economies of scale to access resources when their business needs them, delivering results faster and at a lower cost.

Job Source : www.amazon.jobs

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