Amazon Support Services Costa Rica SRL
Administrative Support, Human Resources, global corporate
DLSCaseManager(CAN)(S),Disability&LeaveServices-Canada
Neural analysis suggests this role is
optimal for Mid+ candidates.
“DLS Case Manager (CAN) (S), Disability & Leave Services - Canada at Amazon Support Services Costa Rica SRL. Skills: Case management, Employee relations. Initiate inquiries about leave events. Respond to inquiries about leave events”
What You'll Achieve.
Improve employee experience
Industry & Context.
Critical thinking; Fact-finding; Troubleshoot issues; Identify problems; Solve problems
11 months acting role, On-site role
What They're Looking For.
Must Have
1+ years of human resources experience, Experience with HR processes and systems, Speak, write, and read fluently in English, Experience with MS Outlook, Experience with MS Excel, Experience with MS SharePoint, Experience with Amazon Projects, Experience with MS Word, Experience with Slack, Experience with Chime, Experience providing consultation and guidance on leave of absence, Experience providing consultation and guidance on human resources, Experience providing consultation and guidance on benefits, Experience providing consultation and guidance on complex employee matters
Nice to Have
Speak, write, and read fluently in French, Bachelor's degree in human resources, Experience managing confidential employee information, Experience adhering to strict confidentiality standards, Experience with process improvement, Experience with stakeholder management, Experience in Six Sigma belts, Experience in process improvement initiatives
What You'll Do.
Initiate inquiries about leave events
Respond to inquiries about leave events
Initiate inquiries about accommodation events
Respond to inquiries about accommodation events
Initiate inquiries about benefits
Respond to inquiries about benefits
Initiate inquiries about options
Respond to inquiries about options
Provide holistic case management services
Review medical documentation
Leverage duration guidelines
Leverage best practice tools
Leverage Amazon resources
Support oversight of leave event
Assess case management plan
Adjust case management plan
Respond to sensitive situations
Remove barriers before leave event
Remove barriers during leave event
Remove barriers after leave event
Respond to employee impacting issues
Ensure right communication occurs
Ensure compliance with standard work
Ensure compliance with federal regulations
Ensure compliance with state regulations
Ensure compliance with company policy
Maintain system records
Consult with third party administrator
Coordinate with third party administrator
Partner with third party administrator
Coordinate with Safety
Coordinate with Legal
Coordinate with Payroll
Consult with Benefits
Coordinate with Benefits
Partner with Benefits
Consult with team members
Coordinate with team members
Partner with team members
Consult with other departments
Coordinate with other departments
Partner with other departments
Consult with other systems
Coordinate with other systems
Partner with other systems
Complete other duties as assigned
How You'll Work.
Team & Collaboration
Latin America employees; Managers; HR representatives; Internal departments; External vendors; Community providers; Internal partners; Benefits team; Recruiting team; Payroll team; Safety team; HR team; Third party administrator; Legal team; Team members
Communication Scope
Answering questions; Responding to inquiries
Process & Methodology
Process improvement
Full Job Description
*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
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