Website Amazon
Amazon is seeking an experienced leader to lead the Reporting analysts, Quality audit team responsible for managing end-to-end service delivery reporting, building inspections and quality audit mechanisms. The leader will build and drive business performance reporting, inspection mechanisms to deliver decision support information.
In addition to managing the Reporting and Inspection mechanisms, the leader is responsible for developing and executing a long- term customer centric road-map for benefit operations service delivery team.
The leader will closely work with senior Operations leaders, Hub leaders, Benefits Operations Services stakeholders and oversee quality output to support key review mechanisms like Weekly Business Reports, Operational performance reporting and updating the key metric performance in common central placeholders. . As such, strong project management skills as well as proven abilities to help design and implement tools/processes are critical to this role.
The ideal candidate should be able to work independently, be innovative, and have a desire to participate in change, and appreciate a dynamic environment. We are seeking someone with a demonstrated history of successfully owning and managing large, complex problems and engaging with cross-functional teams, and numerous stakeholders, directly and through influence.
He/ She will be working in a fast-paced environment where every day brings unique new challenges and new Opportunities. He/ She should have excellent business and communication skills and be able to work with senior Management globally, site peers and NA/EU/Asia Pac wide business stakeholders’ .This position will involve regular Communication and engagement with BOS senior leadership, Hub leaders and other stakeholders within ES, Technology team Managers, Operations excellence teams, and senior leadership. Cross-team coordination, project management and executive level presentation skills will be key to success.
Some of the key aspects that this role would lead a team to build
· Operational reporting for Weekly and Monthly Business Reviews.
· Daily performance data trackers and reporting to avoid surprises
· Independent Quality mechanism – Build a QA team to audit the Associate’s work to share insights and trends for performance improvement funnel the information to build better fool proof processes [prone for lesser errors]
· Build a team to develop insights – site level performance trends at a transaction level, validation of the root causes, issue impact analysis, drive improvements
· Work item behavior and solving with resolver groups
· Providing Change management support to Service Delivery teams and other resolver groups
· The training needs (TNI) identification using quality audit data for internal service delivery teams
· Present insights and analysis to key trends.
Basic Qualifications:
– 10+ years of management experience with at least 5+ in lean/six sigma, or similar quality and continuous improvement fields.
– Ability to work in a highly ambiguous environment and interest in supporting a global team.
– Experience developing, improving and implementing processes in large-scale, complex environments.
– Ability to handle responsibilities independently, while exercising good judgment in problem solving and keeping team members adequately informed.
– Excellent written and verbal skills as well as prioritization and planning skills – with strong attention to detail.
– Well-honed analytical skills, comfortable working with large amounts of data and communicating data findings, experience establishing and tracking program metrics including return on investment.
Preferred Qualifications:
– Master’s degree or MBA in Operations discipline.
– Certified Lean Six Sigma Green belt or above
– Knowledge of US Healthcare Industry
– Successful record of building, improving and running business processes globally.
– Strategic orientation, able to work with sophisticated financial analyses, assess and mitigate risk, forecast both long and short-term outcomes, and anticipate and navigate scenarios in a complex business environment.
BASIC QUALIFICATIONS
– 10+ years of management experience with at least 5+ in lean/six sigma, or similar quality and continuous improvement fields.
– Ability to work in a highly ambiguous environment and interest in supporting a global team.
– Experience developing, improving and implementing processes in large-scale, complex environments.
– Ability to handle responsibilities independently, while exercising good judgment in problem solving and keeping team members adequately informed.
– Excellent written and verbal skills as well as prioritization and planning skills – with strong attention to detail.
– Well-honed analytical skills, comfortable working with large amounts of data and communicating data findings, experience establishing and tracking program metrics including return on investment.
PREFERRED QUALIFICATIONS
– Master’s degree or MBA in Operations discipline.
– Certified Lean Six Sigma Green belt or above
– Knowledge of US Healthcare Industry
– Successful record of building, improving and running business processes globally.
– Strategic orientation, able to work with sophisticated financial analyses, assess and mitigate risk, forecast both long and short-term outcomes, and anticipate and navigate scenarios in a complex business environment.