Welcome Back, Manager LOAA, HR Services in Calle Blancos, Costa Rica

Join Amazon’s HR team and help make a difference for all Amazonians! We are recruiting a Team Manager position to join the Welcome Back, this team focuses on providing an easy and frustration free experience to Amazonians that are coming back from a Leave of absence. This position is based in Costa Rica and specializes in the end phase of the Leave and Accommodations process.

The Welcome Back team needs you! Are you interested to join our HR Services team in a role providing exceptional customer service, partnership and coordination with business teams, senior leadership, managers and HR to support Amazon’s growth and success? You will need HR knowledge and leadership skills to take on a highly impactful role regarding leaves and accommodations. The successful candidate will assist in fostering the growth of our program and development of the process changes and opportunities to improve efficiency and the customer experience.

This role will need to see things through to completion, have the ability to manage and coordinate complex processes, possess exceptional communication skills with all levels of employees and management, superior attention to detail, ability to prioritize in a fast-paced environment, strong critical thinking and fact-finding skills, and exceptional customer service focus. Additionally, the ideal candidate must possess a bias for action to develop and improve processes, take ownership and show initiative. This individual will need deep subject matter knowledge, strong communication and interpersonal skills and an ability to provide phenomenal customer service.

  • Developing team capabilities: This position will work at an individual and team level to develop HR and leadership skills, provide stretch opportunities to advance the team and provide career development opportunities for team members.

  • Manage and improve key performance indicators: This position will be accountable for the metrics of the Team and for continuously challenge them by insisting on the highest standards.

  • Receive and respond to employee, manager and HR Business Partner inquiries regarding LOA policies and processes

  • Partner with internal and external partners when managing escalated cases and internal owned processes

  • Ensure exceptional customer experience by responding timely and accurately to questions, and provide guidance, assess risk, resolve issues, and escalate as appropriate for employees, managers and HR

  • Coordinate and partner with vendors, Legal, Payroll, Benefits, time clock system and other departments/systems as appropriate

  • Assist employees in understanding their legal rights and responsibilities

  • Facilitate escalated communication between staff and employees with disabilities, as well as Leave of absence, STD, LTD and Workers Compensation stakeholders

  • Drive LOA process optimization and standardization while balancing the business need for flexibility

  • Partner with HR Business Partners, Area Managers, HR and Associates to resolve issues- ensuring understanding of leave status (pay, benefits, return to work)

  • Collaborate with legal counsel and/or employee relations team on policies and procedures

  • Review and implement new policies, programs, processes, and procedures and update LOA toolkit forms, templates, and policies, as appropriate

  • Be the subject matter expert in assigned functional areas, identifying opportunities for improvement and best practice sharing while supporting learning and execution of optimal processes

  • 1+ years Management experience

  • Proven advanced studies in a field such as Business Administration, Human Resources or a field related to the scope of the position

  • Proven record of process improvement

  • Demonstrated consistent delivery on commitments

  • Outstanding Customer Service skills

  • Excellent written and verbal communication skills

  • Advance level of Microsoft Package (especially Excel)

  • 2+ years HR employee life cycle or customer service experience

  • Previous HR experience

  • Previous PeopleSoft experience

  • Previous Project Management experience

AMZR Req ID: 558415

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