DESCRIPTION

Amazon Employee Services is recruiting for an HRBP Support Advisor II. This role will serve as a dedicated contact to the HR community and be responsible for handling complex questions from the HR community, recommending improvements to unclear bureaucratic HR processes and self-service tools, and providing expert advice on high-judgment, anomalous situations where our HR customers need a human touch. You will be required to provide in-depth HR knowledge, suggesting resources and contacts, while also making recommendations for moving forward. You have to be willing to question what is being asked/suggested to determine if you have found the best solution, while offering viable alternatives and seeking to understand the entire situation. You must be willing to challenge the status quo, where appropriate, suggesting policy or language changes where clarity and accuracy can be improved.
In addition, you will quickly respond to incoming requests and effectively collaborate with internal Employee Services operational teams, ensuring all requests are adequately resolved or connecting with other resources who can provide help on the requests. While you will be responsible for actively solving identified issues, you will also play a key role in identifying trends related to defects and service delivery gaps, collaborating with key service teams to ensure the problem does not happen again.

You will partner with our ES Escalations and Insights teams to successfully resolve escalations coming from the HR community to completion, while keeping our HR partners informed throughout the process. You will also identify issues that can/should be resolved through self-sufficiency channels and will be responsible for using the appropriate mechanism to share that information back through our ES service delivery and tech teams so our self-sufficiency channels are updated with accurate information, making it easy for HR to find the information on their own in the future. The successful candidate will have exceptional verbal and written communication, experience resolving HR and complex employee issues, superior attention to detail, the ability to prioritize in a fast-paced environment and exhibit world-class customer service.

Specific job responsibilities
· Provide expert advice on HR operational processes and policies via phone, chat, and case
· Use high judgment to make recommendations on complex or anomaly situations
· Remove barriers, influence process design, and bridge gaps between HR support and the employee experience
· Create and present report outs to senior leadership on trends and patterns, and provide recommendations for improving the employee and HR experience based on data
· Manage escalated lifecycle contacts coming into the HRBP Support team and following each contact through to resolution. This support includes collaboration with internal ES operational teams (and supported COEs) to solve problems quickly and effectively.
· Leverage the ‘hands-on’ day-to-day management of tasks, issues, and customer experiences and implement action plans to improve the employee experience
· Ability to express empathy and exhibit patience
· Effectively collaborate with cross-functional teams
· Partner effectively across all levels of the organization
· Assist HR partners by troubleshooting tools and/or processes owned by Employee Services