Sr Manager, Pay & Data Services

Sr Manager, Pay & Data Services

Amazon Operation Services Philippines, Inc.
10-13 years
Not Specified

Job Description

Amazon's Employee Services (ES) Lifecycle (LC) team is looking for an exceptionally motivated, talented and experienced Senior leader with a strong customer obsession to lead the Pay & Data Services (PDS) function in Philippines, China & Japan. As the leader for PDS function, you will work closely with the regional and global leaders to play a key role in improving the financial, operational performance and employee experience. Additionally, the role requires you to be a visionary leader with strong people management skills, senior stakeholder relationship skills, and proven organizational abilities.
In this role, you will be responsible for measuring, designing and planning PDS delivery in a global environment to ensure outstanding customer experience while balancing costs. In addition, you will be responsible for optimizing workflow, define the units of work and volume drivers to plan future capacity requirements and monitor productivity. You will also act as the voice of the delivery team and guide the selection or development of workforce management and skill-based routing solutions. You will also liaise with the finance, delivery and Biz Ops teams to help guide our expansion across multiple regions.
This position requires a solution-oriented candidate with a combination of deep business acumen, knowledge of pay best practices, and an analytical mindset to enable tactical workflow planning and proactive responses to service level challenges. The candidate must have the ability to work with diverse stakeholder groups to solve business problems and provide solutions that are organized and simple to understand. Become part of this unique opportunity to make history defining the evolution of PDS.
The role holder will also assume the role of the overall owner for the location for the wider Amazonian Experience & Technology (AET) Organization in Philippines. They will be the single point of contact for other teams and support functions (such as Facilities) ensuring that the hub meets the needs of other teams within Employee Services.
. Lead and develop a team, performance management, coordination and evaluation of the team and manage the team.
. Build a high performance work culture & rewarding work environment leveraging a diverse and global talent pool.
. Collaborate with Finance, People Experience Technology teams to drive standardization and consistency in service and identify improvement areas which reduce costs and improve process value.
. Work closely with Global Delivery Leader (GDL), identify dependencies and ensure that services are integrated.
. Be the service delivery subject matter expert with support from regional POCs understanding regional/local variations of the service.
. Work with ES Program/Engagement team to ensure that Global Service Inventory is accurate (definition of service, countries supported and where they are supported from) intake model clearly defined with service delivery prioritization process.
. Proactively partner with stakeholders like Ops and Non-Ops HR to understand their needs (such as country launches, service gaps) and prioritize the deliverables in the forward looking roadmap, working with GDL.
. Be single intake point for all PDS service requests, collaborating with Ops and Non-Ops ES Engagement teams.
. Approve staffing and funding, collaborate with intake team/ Finance, Ops and Non-Ops.
. Plan process transitions along with resources/budget to ES delivery HUBs, working with Ops and Non-Ops HR teams.
. Work with GDL to identify defects and determine path to elimination. Support/sponsor initiatives and implementations as required.
. Define and refine Key Performance Indicators (KPIs), SLAs and How's My Driving (HMD) surveys for PDS.
. Support Business Continuity (BCP) and peak planning in terms of critical activities in PDS.
. Support change management and communication efforts for critical transformation projects where the service is impacted and ensure that the delivered technology meets the PDS requirements.
. Identify potential integration/use of vendors where applicable.
. Determine service scope, headcount cost & location, prioritizations, and manage intake requests.
. Bachelor's Degree in a business or quantitative field (Operations, Economics, Business administration).
. 10+ years experience in Pay Related Services, Workflow management, Vendor management, Supply chain management and/or capacity planning.
. Demonstrated experience and success in leading large-scale workflow management or Operations oriented projects in delivery support organization.
. Demonstrated expertise in managing delivery in multi-channel global support organizations.
. Advanced degree in a quantitative field or MBA.
. Experience working with geographical diverse teams is a plus.
. Experience collaborating with sales, operations and engineering teams is a plus.
. Fluent in English with one other Asian language being an advantage.
. Should have ability to deal with ambiguity in a constantly changing/ fast paced environment.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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