Team Manager, NJS, New Joiner Support

Job Description

Job summaryDo you want to reinvent, define and create an enriching experience for all the candidates joining Amazon, globally Why not take a chance to experience the journey first for yourself Team Manager role will have a strong focus on both operational delivery and effective team management ensuring outstanding levels of service to the candidates joining Amazon. Apart from the operational activities, Team Manager will have a wider spectrum in supporting the ongoing projects, process audits and efficiencies.Key job responsibilitiesPeople Management: Lead and develop the team members, responsible for the overall direction, performance management, coordination and evaluation of the team. Manage the team and ensure high service delivery and execution. Achieve performance goals and objectives in line with the network wide vision and goals. Identify and eliminate barriers to achieve accuracy, productivity and quality. Carry out supervisory responsibilities in accordance with Amazon policies and procedures. Conduct interviews and hire as per Amazon standards, train and motivate employees, forecast and plan staffing, reward and recognize employees. Manage escalations and conflicts. Take corrective actions as necessary, document the issues and actions taken. Develop & Communicate policies to associates and become the primary information source for staff. Build effective relationships with regional and global stakeholders and/or 3rd party vendors.Project Management and Communication: Identify customer impacting issues and work closely with the Project Management team in implementing solutions to increase customer satisfaction. Participate in cross functional process improvement initiatives and ensure the outcome has no risk or negative impact on our current processes. Actively involve to determine the scope of the requirements during projects and present high-quality data findings if required. Be the point of contact for any escalations. Manage staffing while allocating the resources to projects and ensure productivity and service level commitments are not hampered. Assist in developing and implementing the training programs to improve the quality and productivity of the team.Customer Service: Respond to queries from team, internal business partners, candidates, and customers including high level leadership teams. Manage key stakeholders both internal & external & partner with them for process enhancements. Respond to escalations, provide recommendations based on root cause analysis. Develop remediation plan and drive resolutions with minimal support from the Manager. A day in the life Responsible for meeting the SLA/KPI s for all the countries the team supports without any compromise on the quality and candidate experience. Manage and shuffle the team members between different projects, strategic initiatives and manage the production queue by overseeing the forecast and alternate plans. Motivate teams and drive them towards building an error free processes by means of enhancements, automations and process improvements. Hire, provide guidance and develop the team members to represent themselves independently. Communicate with different stake holders involved in the onboarding process to track and update on any escalations/crisis situations.About the teamThis role is part of New Joiner Support (NJS) team, under Joining Amazon services which ensures an end to end, frustration-free journey for the candidates. NJS supports candidates globally by entering their data into HR systems after validating them in recruiting systems, helping candidates transition from offer accepted to employee status. This includes creating accurate employee records, generating new hire paperwork, and obtaining and uploading eligibility documents, so that new hires are ready to work on Day 1.,
• 5+ years of experience in HR or related field
• 2+ years of people management experience.
Bachelor s degree or an advanced college education in related field (Human Resources, Business Administration, Psychology, Industrial Education or Others) Excellent communication skills. Fluency in both written and verbal forms. Computer literacy - Intermediate to Expertise level in Excel, Word, Outlook. Ability to assess large data and create meaningful recommendations. Proven experience of prioritizing workflows, manage forecast and staffing and ensure SLA s are met consistently. Experience to present and lead the business reviews with all levels of the organization. 7+ years of overall work experience managing a team size of 6+ for 2 years. Experience with HR processes and systems administration Experience managing large data, analyze and provide meaningful recommendations and report. Experience working/driving projects in any role and awareness on project management methodologies. Previous experience driving service expansions and/or launch readiness. Experience working on effort estimations and ability to manage and shuffle the FTE s between projects and operational deliveries ensuring the team s commitments. Superior attention to detail and ability to prioritize in a fast-paced environment to work in this rapidly changing HR environment Ability to push back, foresee potential issues, and advocate for relentless improvement Ability to positively influence small groups and individuals to drive resolution Ability to work in international teams where team members are in different locations and belong to different cultures.

Keyskills :
new hire paperworksalesslacustomer servicecustomer relationseffective team management