ERC HUB Delivery Leader, EMEA v Prague, Prague, Česká republika



DESCRIPTION

Join Amazon's HR team and help make a difference for all Amazonians! We are currently looking for an Employee Resource Center (ERC) Hub Delivery Leader to join our team.

The ERC Hub Delivery Leader is the single threaded leader of the ERC in EMEA region, accountable for site all operational delivery and customer experience metrics, as well as people management. The Hub Delivery Leader wakes up every day excited to lead a team to deliver exceptional results for our internal Amazonian customers, with their primary focus on delivering against operational targets on a daily basis. The Hub Delivery Leader holds a high bar for quality and performance, and creates a culture of engagement that enables employees to be successful in their work. They lead a team of ERC Managers, and are dedicated to growing internal talent and building a leadership pipeline within the EMEA ERC.

Hub Delivery Leaders partner closely with the Regional Service Owner, and global ERC leaders to identify and advocate for needs of the organization to enable successful daily operational delivery. They are skilled at identifying blockers to team success, and advocating for the right solutions. They partner with local, cross-functional partners to engage in short and medium term planning to ensure staffing, space needs, and other requirements are met as needed to deliver against operational targets.

If you have relentless desire to deliver for internal customers, a strong record of operational leadership, and motivation to lead a team of exceptionally driven, customer-obsessed Amazonians, we have the career youre looking for!

Successful candidates will demonstrate:
• The ability to deliver results against operational and customer experience targets every day.
• The ability to identify blockers to team performance and work with their leadership team to close performance gaps.
• Ability to work with diverse global stakeholders with varied business needs.
• Strong customer obsession and a desire to constantly provide a superior experience to our internal Amazonian customers.
• Understand business goals and recommend the best approach locally to achieve success metrics.
• A true hands-on approach as well as the ability to successfully monitor the 'pulse' of the employees to ensure a high level of employee engagement.
• Demonstrated ability to work in a complex and rapidly changing work environment.
• Strong delegation skills to drive multiple, continuous efforts through a team of leaders.
• Success in creating and driving effective employee relations and retention programs.
• The ability to be comfortable with a high volume workload and not be afraid to 'roll up your sleeves.'
• The ability to manage multiple priorities simultaneously - results oriented.
• Excellent organizational and interpersonal skills.
Position Responsibilities

Operational Service Delivery:
• Prioritize operational and customer experience service delivery every day.
• Create and model a culture that celebrates and prioritizes the work of the Frontline.
• Drives quality consistency and productivity of team to ensure consistent employee experience.
• Identify gaps in service delivery and create and action plans to resolve them.
• Oversee the escalation and management of real time service issues by escalating them to the appropriate global stakeholders and supporting the leadership team through issue resolution; ensures remediation plan is implemented to prevent future outages
• Drives improvements to enhance the operational efficiency of the site.
• Understands and effectively utilizes 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.
• Manages the workflow of the team to maintain service levels and ensure equitable workloads among team members.
People Management:
• Leads and develops a team of 6-8 managers; responsible for the overall direction, performance management, coordination and evaluation of the team. Manages the team and ensures high service delivery and execution.
• Stays connected to every level of the department through daily floor presence, shadowing and skip level meetings. Models the behavior of availability to the Frontline as the expectation for all leaders.
• Responsible for the morale and motivation of the team. Creates a culture of high performance by engagement, enforcement of rigorous standards, and investing in the career and personal growth of the team.
• Champions continuous improvement culture through virtual Gemba and other channels. Identifies and eliminates barriers to accuracy, productivity, and quality.
• Carries out supervisory responsibilities in accordance with Amazons policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
Customer Service:
• Uses voice of the customer data to enhance the customer experience.
• Responds to queries from team, internal business partners, candidates, and customers including high level leadership teams.
• Manages relationships with key internal and external stakeholders, partnering closely with them for process enhancement.
Subject Matter Expertise:
• Is closely connected to the work of the team. Can articulate top drivers of contacts and departmental metrics, and can navigate Frontline tools used in our daily work.
• General understanding of Employee Services organization and priorities.
• Knows and interprets basic legal stipulations specific to local labor regulations.
• Performs audits of teams work. Assists in developing and approving guidelines.
• Advocates for the ERC and Employee Services.



BASIC QUALIFICATIONS

• Fluent English and other EU language
• Prior experience leading, coaching, and mentoring people managers

• Prior experience driving employee engagement
• 5 - 7 years of related contact center experience. HR contact center preferred.
• Bachelors degree
• Excellent verbal and written communication skills
• Strong attention to detail and organizational skills
• Strong judgment and instincts. Seeks to openly share both successes and failures in the spirit of continuous improvement.
• Able to prioritize in complex, fast-paced environment
• 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 and making effective hiring decisions
• 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



PREFERRED QUALIFICATIONS


• Strong systems knowledge. Experience PeopleSoft, Oracle, SAP, or other HR management and Payroll systems as well as call center applications
• Ability to handle projects using the Project Management principles and methodology
• Knowledge of Lean Six Sigma
• Third Language proficiency is an added advantage
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.

Amazon takes your personal data protection seriously and respects EU and local data protection laws. Unless you express otherwise, by submitting your CV you authorize the hiring Amazon company to store your personal data in the electronic database maintained by Amazon Corporate LLC. in the USA or one of its affiliates for the purpose of assessing your suitability for this and future job vacancies and to pursue your recruiting process. If at any time you want your personal data to be deleted, you simply need to notify the hiring Amazon company. Amazon will not share your personal data with any third party without your prior consent. As part of your interview process with Amazon you may be asked to authorize the hiring Amazon company to separately verify your application data and personal background through a third party service provider.

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