Amazon’s growth continues unabated. To support this growth globally, HR Services is driving to redesign our processes and tools for service globalization and infinite scalability. Whilst we will have teams in our organization that will work on large scale operational delivery, we also need expertise in specific areas such as project management, process excellence, pay quality and service delivery design. These domain experts will drive delivery improvement and constant iteration based on their ability to understand the unique context of Amazon and be driven by the desire to deliver flawless and frustration free services to our end customers. The role will sit in the global HRS organization (Service Delivery) and report directly into the Senior Manager responsible for HR Services Service Delivery. The role holder will focus on key areas such as the operational delivery model and opportunities for development and drive the people agenda across the community of global hubs. This role is a key operational enabler to ensure HR Service Delivery has a fit for purpose model that is both efficient and effective but also cost focused and meets the needs of an ever growing and complex internal customer base across Amazon.
The successful candidate will have deep knowledge of the HR Services operational environment and expertise in managing and solving operational challenges whether these be process, system or people related. Ideally, the role holder will have proven experience across different regions and a track record of effective decision-making based on the analysis of data and operational metrics. They will also raise the bar in the areas of customer obsession, ownership, bias for action and deliver results.
§ Identify and highlight opportunities to drive the global HRS Service Delivery operational model into a truly global team. This may include where and how work is delivered, vendor support and identification and removal of barriers blocking a globally based operational model. § Act as the main point of contact for the global HRS Finance team. Identifying cost drivers and opportunities for efficiencies and working with other Service Delivery teams to achieve these. § Forecast and plan headcount across the global network of hubs ensuring requests are aligned with cost targets and also signed off in a timely fashion with global HR Services Finance team. § Provide overall “Peak” readiness and planning process support defining a robust approach across the hub network and providing clear and accurate status reports during the Peak period. § Define, manage and test the global hub business continuity plan ensuring work can be delivered seamlessly and without interruption by exploiting the ability of the network of hubs in supporting each other. § Drive the People agenda across the network of hubs for example organizational development, talent and succession planning and leadership development. First class operational delivery is founded upon a solid team and the role holder will be key in achieving this goal. § Ensure a robust and planned approach to vendor management across the Service Delivery team liaising with the central HRS vendor management team in Seattle. § Own and deliver distinct projects such as the implementation of new hubs. Ensure that HR Services project methodology is used consistently across all projects.
§ Bachelor’s degree § HR Services and operational delivery experience across multiple regions. § Highly organized, able to prioritize and work under pressure on a number of projects/initiatives at the same time. § Ability to communicate effectively, tailoring approach and messages effectively to the specific needs of the audience. § Experience of leading / supporting HR processes related projects, HR Shared Service experience is an advantage § Fluent in English with one other European language being an advantage. Reporting and analytics Experience
§ Exposure to HR process and practice in a PeopleSoft environment. § Solid understanding of HR related technology platforms, work-flow tools, software packages, business applications in the HR, Financial, and Customer Relationship area. § Proven expertise in business reengineering / transformation using lean and six sigma methodologies. § A formal qualification in project management is desirable.