CTK Team Manager, Centralized TimeKeeping

At Amazon, we’re not just looking for people who want to be part of a business, we’re searching for people who want to build the business. The Operations organization and the people who work in it are critical to Amazon’s success. Every day we solve for unique challenges and deliver billions of unique products to millions of customers. Amazon’s robust and innovative Human Resources business supports our day-to-day operations and helps to deliver an experience where Associates can bring their best selves to work – where they can engage, grow and fulfill our customer promise.

We are seeking a dynamic, organized self-starter to join the Centralized Time Keeping team as a CTK Team Manager to support our central operations in the UK. As a CTK Team Manager, you will be acting as the first point of escalation for CTK Associates on their shift, providing training and guidance on policies, processes and systems to team members, managing process workflows within the shift and ensuring shifts are set up for success. This is a dynamic role that can provide foundational HR administration skills to individuals new to Human Resources or be a career for experienced HR administration professionals. The CTK Svc Sr Associates and SME’s will report into the successful candidate, giving them an opportunity to build on their people manager skillset.

Key job responsibilities

• Manage and develop a team of 15 or more CTK Associates and SME’s; responsible for the overall direction, performance management, coordination and evaluation of the team and manage the team and ensure high service delivery and execution.

• Oversee shift management, SOP development, and training initiatives

• Collaborating with other shift managers to ensure that their shift is set-up for success.

• Work towards shared goals including Time to Resolve (TTR), First Contact Resolution (FCR), Service Level Agreement (SLAs), and global EMEA CTK objectives

• Serve as the first point of contact for escalations and support customer and stakeholder relationships

• Support large-scale projects during key periods such as Peak and Prime

• Conduct data analytics to support labour planning and management

• Partner with site managers to ensure payroll accuracy through audits and reporting

• Managing key stakeholders both internal & external & partnering with them for process enhancement

• Acts as a Subject Matter Expert for customers and team

• Collaborate with cross-functional teams including Operations, HR, and Payroll

• Conduct performance reviews and present team metrics in WBRs

• Drive process improvements and participate in continuous improvement initiatives

• Manage employee concerns and ensure compliance with UK employment law

• Develop and implement training programs to improve team quality and productivity

• Supported with escalations, providing root cause analysis and recommendation. Develops remediation plan and drives to resolution

• Bachelor’s degree (or working towards a bachelor’s degree)

• Advanced proficiency in written and verbal English and local language

• Relevant experience in performing data analysis

• experience in team management or a related field

• Proven experience in process management and workflow optimization

• Strong analytical skills with proficiency in MS Office, particularly Word, Excel and Outlook

• Excellent communication and organizational skills

• Ability to prioritize in a fast-paced environment and meet service level agreements

• Experience creating process documentation and standard operating procedures

• Relevant experience in working with and protecting confidential and sensitive HR information, Preferred qualifications are not required to apply for a position at Amazon. If you have all the basic qualifications above, we’d love to hear from you.

• Knowledge of Human Resource Information Systems (HRIS)

• Experience working with basic employment law and HR/payroll practices

• Experience of working with a wide range of stakeholders across various levels of seniority

• Experience of working independently and thrive in a fast-paced environment

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.