Team Manager (HR Operations) Information

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Amazon.com India

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Team Manager (HR Operations)

Amazon (www.amazon.com) strives to be Earth's most customer-centric company, where people can find and discover virtually anything they want to buy online. By giving customers more of what they want low prices, vast selection, and convenience Amazon.com continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is driven by a spirit of innovation and entrepreneurship that is core to the company's DNA. Amazon has consistently attracted people who are highly driven and motivated to research and develop technology that improves the lives of shoppers and sellers around the world. Amazon currently has presence in India (www.india.amazon.com) by way of Development Centers across three locations; Bangalore, Chennai and Hyderabad. The teams work on complex technology and operations challenges which directly drive business on Amazon.com. These include building software and applications that support the Amazon websites across the world as well as core development in the space of payments, Transportation, Search and Digital products. We are proud to have some of the finest engineering talent, Product Visionaries and Strong Leaders with proven experience working towards making Amazon.com, the Earths most customer centric company. Job Description: Position Description: Team Manager Summary of Responsibilities If you have relentless desire to drive process improvement and motivate and lead a team of exceptionally driven, customer-obsessed associates and specialists, all while analyzing systemic issues and implementing solutions to challenging problems, we have the career you are looking for! Key responsibilities include: Project Management and Communications: Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate. Participates in cross-functional process improvement initiatives Assist in developing and implementing training programs to improve the quality and productivity of the team. Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing 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. With manager oversight, develops and implements communication plans Responds to escalations, providing root cause analysis and recommendation. Develops remediation plan and drives to resolution with minimal guidance from Manager People Management: Leading and developing a team of 15-20 associates and Specialists; responsible for the overall direction, performance management, coordination and evaluation of the team and manage the team and ensure high service delivery and execution Actively participate in and drive the continuous improvement culture through kaizen and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality. Achieve performance goals and objectives in line with the network wide vision and goals. Carrying out supervisory responsibilities in accordance with Amazon.coms policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution. Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken. Customer Service: Responds quickly and accurately to questions from team, internal business partners, candidates, and customers including high level leadership teams. Ensures that employee documentation is complete and accurate Subject Matter Expertise : Acts as a Subject Matter Expert for customers, team and vendors Deep knowledge in one or more areas 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 Knowledge & Skills Required Demonstrated ability to build, develop, direct, and manage a group of people. Formulate, Implement, Track career path & Individual Development Plans of each member in the team Ability to support Business and provide solutions to customer pain points Ability to handle complex and ambiguous scenarios Ability to organize, prioritize and schedule work assignments Ability to make administrative and procedural decisions Proven ability to manage reporting and analysis Demonstrated passion for delivering a positive customer experience, and maintain composure in difficult situations Ability to effectively and efficiently complete difficult goals or assignments Can adapt well to changing circumstances, direction, and strategy Strong interpersonal and communication skills Strong proficiency in using MS Office tools (especially Excel) Fluent English skills are required for this role Knowledge of Six Sigma/Lean Processes Ability to handle projects using the Project Management principles and methodology Direct experience in HR Shared Services environment Exceptional skills in data manipulation and analysis Ability and desire to relocate to take advantage of future growth opportunities People Management (leadership role, Category Lead, team management, floor control and retention) Metrics based management Position Qualifications Applicant need to be in People Management role and should have minimum 5-7 years of experience in the same role. Bachelors and relevant certifications preferred Ability to manage confidential and sensitive employee information and adhere to strict confidentiality standards General HR practices knowledge and knowledge of HR regulations 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 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 Salary: Not Disclosed by Recruiter Industry: Internet / Ecommerce Functional Area: HR, Recruitment, Administration, IR Role Category: Other Role: Other