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Senior HR Services Manager


London, United Kingdom


Purpose of role:
As Amazon continues to build its Shared Services model in EMEA it is essential that HR Centres of Excellence (such as Recruitment, Global Mobility and Compensation & Benefits) have a clear focal point to work with to ensure alignment and integration. The HR Services Manager reports into the regional HR Services Director for EMEA and APAC and is responsible for working as a trusted partner of the COE’s building strong relationships and reflecting their Voice of the Customer as the HR Services model continues to expand. The role holder owns the service quality delivered to our HR partners whether these are delivered from the EMEA Regional Hub in Prague, or the wider global HR Services function (such as North America and India). They are fully accountable for both operational services and also successful project/transformation implementation within their area of responsibility.

The HR Services Manager partners closely with the HR Centres of Excellence and internal senior stakeholders using agreed data and metrics to support the effective monitoring of existing services and drive the addition of new services. They focus on managing the relationship with their internal customers being accountable for the service they receive including owning and effectively managing incidents, root cause analysis and corrective action (including change and communication) to maintain the trust of our stakeholders.

The HR Services Manager will also act as the regional point of contact for the local EMEA HR teams supporting AWS and (Kindle) Devices working closely with the relevant regional HR Director with regard to current and future services delivered to their teams and internal customers, regional compliance, issue remediation and future needs.

Finally, the HR Services Manager will also support the regional EMEA and APAC HR Services Director with cost and headcount forecasting, team development and building links / sharing knowledge with our global HR Services colleagues.

Job Tasks:
Key responsibilities are as follows:
· Act as the focal point of contact with key stakeholders such as Recruitment, Compensation and Benefits and Global Mobility.
· Regularly report to our COE customers the health of services delivered to them. Diving Deep into the data and detailing areas to address and also potential for widening scope.
· Ensure that the service delivered is value for money and that scalable solutions are put in place that reflect industry benchmarks whilst delivering a highly efficient and enviable service to our internal customers.
· Identify and address service delivery / processing concerns within area of responsibility and work with HR Services teams (such as project management and service management) and local / regional HR teams to address these.
· Work with customers on process improvements as required ensuring scalable, efficient, compliant and frustration free delivery.
· Utilize systems solutions to reduce human to human contact and enhance a self-service culture where solutions to HR queries can be found quickly and simply with a touch of a button.
· Ensure all HR Services operations (in the area of HR COEs) are carried out in line with global policies and procedures and local legislative requirements. Monitoring and auditing these and closing gaps / remedial action as required.
· Manage escalations as required ensuring that relevant stakeholders are aware of issues and delivering efficient and timely resolutions.
· Work with EMEA and APAC HR Services teams such as Service Management, Project Management and transactional delivery teams to ensure an integrated approach to customer service.
· Highlight and share best practice with global shared service colleagues helping in the process towards standardization and consistency of service delivery and quality.
· Support HR Services cost and headcount management working with the regional Director and US based cost teams.


· Educated to a minimum graduate level.
· Significant Shared Services operational and transformation experience.
· Proven operational experience with regard to HR “life-cycle” processes and process design.
· Experience managing budgets and cost targets / forecasting.
· Proven complex stakeholder management experience.


Fluent in English and a second EU language would be an advantage.
Formal process design qualification.


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