Team Manager - HRS Screening Services
Amazon.com
Bangalore, KA, IN
2d ago

Overview : AMAZON

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 the spirit of innovation that is part of the company's DNA.

The world's brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world.

About Amazon India Development Centers :

Amazon India Development Center (AIDC) started in Bangalore in 2004 followed by centers in Hyderabad (2005) and Chennai (2006).

The vision was to utilize the top talent available in India to drive our global business growth. Today, AIDC builds, supports, tests and manages technology, products & services which support millions of Amazon customers worldwide.

Position Description :

Join Amazon’s HR team and help make a difference for all Amazonians! We are recruiting for a Team Manager for Screening Services team supporting the Geographies of India and NA.

Employee & candidate experience is the of utmost importance for a Team manager in this role. You will get the opportunity to collaborate with the broader regional recruiting teams, BGC Vendors to standardize processes that ensure seamless recruiting experience to the candidates.

Leveraging your skillset you will provide guidance, training and resolutions related to recruiting needs across regions.

You will be responsible for overseeing volumes, escalations, quality, and reporting to ensure the team meets service level commitments.

You will act as the Subject Matter Expert for the team and partners to provide guidance, training and resolution related to the process for all the direct reports aligned to you.

You will be responsible for creating and maintaining the standard operating procedures (SOPs) and communicating to the team.

You will strive for regularly identify and bring forward continuous process improvements with ideas based on LEAN and KAIZEN.

Analyze and report any skewing to the Service Level Commitments. This manager will provide critical value and insight into the program operation and data accuracy and integrity of information transmitted.

The manager will contribute to the program vision, design and delivery and will set the vision, direction, and culture of their teams by managing individual and team performance expectations and goals.

The manager will maintain 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 service levels.

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 20 or more for at least two or more years. 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 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.

    Responsibilities :

  • Subject Matter Expert for customers and team
  • Deep knowledge in the domain of Screening Services and Background Checks
  • Escalation point for the issues raised
  • General understanding of HR Services & Recruiting workload and priorities
  • Performs audits of team’s work. Assists in developing and approving guidelines
  • Provide clear communication to partners and employees when researching and resolving inquiries
  • Track, measure and report on the Service Level Agreement (SLA) metrics
  • Demonstrate a high degree of discretion and confidentiality
  • Manage escalations and investigate discrepancies
  • Participate in a variety of project related activities, including analysis or preparation of documentation; communicate processes and best practices
  • Conduct audits to ensure data accuracy and process adherence
  • Project Management and Communications :

  • Manage the daily work flow to analyze and take action according to the incoming volumes
  • Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate.
  • Participates in cross-functional process improvement initiatives

  • 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. 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
  • Responds to escalations, providing root cause analysis and recommendation. Develops remediation plan and drives to resolution with minimal guidance from Manager
  • 7+ years of overall experience required

  • Min 2+ years of team management experience mandatory
  • HR or HR Services experience a must
  • International Background Check experience a must
  • Strong communication skills
  • Flexibility and creativity in screening efforts
  • Superior attention to detail and ability to prioritize in a fast-paced environment to work in this rapidly changing HR environment
  • Ability to prioritize workflow daily and ensure service levels are achieved at all times
  • Deliver customer / team related training
  • MS Office experience required - Proven experience working with Windows, Word, Excel, and PowerPoint
  • Knowledge of the organizations inter-department relationships and the ability to work with all levels of the organization
  • Ability to manage work load in a constantly changing environment
  • Application of Phone and email etiquette in customer interactions
  • Should be flexible for 24 / 7 shifts

    Master Degree Preferred

    Amazon is an equal opportunity provider.

    Apply
    Add to favorites
    Remove from favorites
    Apply
    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Continue
    Application form