Payroll Experience Specialist, Payroll Experience

Job Description

Job summaryDoes the challenge that comes from driving change to improve the employee experience for one of the largest employers excite you Do you enjoy working in an entrepreneurial environment and delivering innovative solutions that enable your team and stakeholders to do their jobs more effectively and accurately by providing necessary resources The Global Amazon Payroll Team is seeking a Payroll Experience Specialist to help improve our employee s experience in relation to getting paid. This position is responsible for the experience that we provide our employees globally through every element of their employee lifecycle with Amazon, in collaboration with our Payroll Operations teams and our larger Payroll Learning and Experience program. This is a varied role that will require you to monitor our Customer Experience metrics to identify performance issues. It will be your responsibility to work with our Payroll Operations teams and other stakeholders to find creative solutions that result in an improved experience for the employee. It s imperative to also pay great attention to countries that have high performing Customer Experience metrics; it will be your responsibility to replicate their best practices in other regions. Key metrics include our satisfaction survey, employee contact which we consider to be a problem for the employee, and how quickly we resolve employee contact. Day to day your interactions will be within your team, the Payroll Learning and Experience team, alongside Payroll Operations teams, and various other stakeholders including other Payroll programs and wider colleagues in HR. You will work collaboratively with colleagues in the Payroll Learning team to create solutions for the problems that you have identified through discussion and Customer Experience metrics monitoring. You will focus on continuous improvement measured through metrics, and the ability to work cross functionally are imperative to the continued success of this program. Successful candidates will have Employee Experience or Customer Service experience, be detail driven, highly analytic, have excellent problem solving abilities, and have successfully worked on programs centred on these areas. You should not only be passionate about delivering extensible, on-time solutions, but should also be obsessed with contributing to the success of high-performance teams through disciplined attention to performance metrics, continuous process improvement, and mentorship. You will have experience working with SME s across multiple geographies and using data to advance ideas and influence others. Key job responsibilities
• Understand what is driving customer engagement and identify opportunities to reduce this
• Monitor accuracy, timeliness and efficiency of our customer engagement
• Report and document deficiencies and/or inconsistencies in procedures, which affect quality or create potential problem situations, working with Operations teams on resolutions
• Provide one on one coaching or training recommendations to Operations teams on areas requiring improvement
• Remain abreast of current procedures and changes
• Drive innovation and break through improvements in your team s processes and practices
• Identify the tools and technology choices that will provide ways to scale your programs and improve the employee experience
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• Project leadership and delivery experience
• Experience working on global teams
• Ability to successfully manage multiple competing priorities simultaneously
• Demonstrated ability of participating in milestone driven projects
• Solid organizational, project management skills, and information technology aptitude
• A strong desire to exceed expectations and strong interpersonal skills, including persuasive written and oral communication skills
• Bachelors degree in Finance, Accounting, Business or related field
• 6+ years of relevant Employee Experience or Customer Service experience

Keyskills :
strong interpersonal skillsmusic makingcontinuous process improvement