DLSCaseManager(CAN-LATAM)(S)

*This is an 11 months acting on-site role* The DLS Case Manager is highly skilled in answering questions, applying benefits, responding to changing circumstances and needs, and paving the way for a connected and trusted experience. The DLS Case Manager will interface with employees to learn about their situations and answer questions, align benefits to the employee’s specific situation, and be a point of contact for an employee throughout the leave and accommodation event. This role provides exceptional customer service and coordination with Latin America employees, managers, HR representatives and internal departments to facilitate the preparation for time-off, use of benefits, leave of absences, and transition ramp-back to work plans. The role will work closely with established external vendors, community providers and services, and internal partners including Benefits, Recruiting, Payroll, Safety, HR, and managers, while maintaining employee’s confidential information. The successful candidate will have a strong orientation and proven track record of customer obsession, prioritization, follow-through and execution, attention to detail, and communication. Amazon is a fast-paced environment, wherein employees are seeking information and assistance in developing options and an action plan. The candidate is expected to be able to have strong critical thinking, fact-find for a complete understanding of employee concerns, align a plan with benefits, respond to any customer inquiries and be able to communicate effectively the solutions to the employee. The DLS Case Manager will be able to understand and report on the steps of the process causing friction, and work on continuous improvement projects with those teams to drive solutions which improve the employee’s experience. The successful candidate will be an influencer with the ability to assist in process improvement, customer experience and change management. Key job responsibilities Initiate and respond to inquiries