Manager, Global Transfer Services Jobs in Bangalore at Amazon

Last Updated: Sep 24, 2021 05:10 IST

JOB DETAILS

Company Name
Amazon
Job title
Manager, Global Transfer Services
Role
Education
Location
Experience
10-12 Years
Salary
Not Mentioned

Job Profile



Job Description :
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.
Amazon is an equal opportunity provider.



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 Manager for Global Transfers Services team to be based out of Bangalore. This is a general management position and would require someone with a strong people and process management experience. Employee and customer experience is of utmost importance for a Manager in this role.

The Manager will get opportunity to collaborate with the broader regional HR teams to standardize processes and provide seamless Transfer experience to the employees. Leveraging the skillset the Manager will provide guidance, training and resolution related to the process to the team members. The Manager will oversee volume, escalation, quality and metrics to ensure the team meets service level commitments. The Manager will strive to 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's 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.

People Management:
o Leading and developing a team of Transfer Specialists, provide overall direction, performance management, coordination and evaluation of the team
o Actively participate to drive continuous improvement culture through KAIZEN and LEAN projects. Identifying and eliminating barriers to accuracy, productivity, and quality.
o Achieve performance goals and objectives in line with the Organization wide vision and goals.
o 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.
o Communicating policies to Team 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.

Service Management:
o Manage the daily work flow to analyze and take action according to the incoming volumes
o Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate. Participates in cross-functional process improvement initiatives
o Assists in developing and implementing training programs to improve the quality and productivity of the team.
o Drives process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures
o Creates business cases and manages enhancements. Presents high quality data findings
o Responds to escalations, providing root cause analysis and recommendation. Develops remediation plan and drives to resolution with minimal guidance from Manager.
o Partner with Stakeholders to review performance efficiency and baseline metrics on yearly basis
o Coordinate with Content Development Team to keep Inside Page updated with relevant change in Policy
o Regular connect with Managers from different regions to work on common challenges and exchanging best practices
o Assist in developing training programs to improve the quality and productivity of the team.
o Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures
o Assist and prepare peak preparation for their operational section for upcoming years through OP1/OP2.
o Understand and maintain Business Contingency Plan (BCP) for the service.
o System Outage communications and escalations if necessary to the team for them to understand. (Upstream or Downstream)
o Assisting Team Managers with FTE or FTC request that are dependent on volume and capacity reports that are shared out to the Service Manager
o Analyse trends of daily/weekly/monthly volume and provide solution to improve forecasting and headcount planning for the hub
o Review overtime data to identify resource reshuffling requirement

Basic Qualifications :
o 10 - 12 years of overall experience required
o Min 4+ years of team management experience mandatory
o Strong communication skills
o Superior attention to detail and ability to prioritize in a fast-paced environment to work in this rapidly changing HR environment
o MS Office experience required - Proven experience working with Windows, Word, Excel, and PowerPoint
o Knowledge of the organizations inter-department relationships and the ability to work with all levels of the organization
o Application of Phone and email etiquette in customer interactions
o Proven data analysis skill

Preferred Qualifications :
o Master Degree Preferred
o HR or HR Services experience will be an added advantage
o Ability to manage work load in a constantly changing environment
o Understanding and hands on experience of working on PeoplePortal, iCIMS, Hire, Remedy/SIM will be an added advantage.



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OTHER DETAILS

Key skills
Industry
Internet/ E-commerce
Summary
Job Description : 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,
Last Date
2021-11-01

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