Please Note: This is an 11 months seasonal 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
• Employee case management (SIM-T/USC/mailbox)
• Process reimbursement benefit adjudication
• Process manual enrollment/withdrawal
• Process vendor & payroll reporting
• Perform audits and control checks
• Demonstrate Bias for action by timely completing the assigned benefits processes with 100% accuracy.
• Demonstrate Customer obsession by addressing employee queries received via email or tickets with SLA and provide accurate resolution to employee issue.
• Demonstrate Ownership by highlighting any potential risk issues and challenges that may cause impact to our employees.
• Demonstrate Ownership by reviewing process documentation and making updates on a regular basis.
• Provide required support to SME/Team Manager for Dive deep into data and benefits stats reporting.
• Liaise with internal (support teams like Payroll, Employee resource center, Exits, Onboarding team etc.) and external stake holders (Insurance vendors) for resolving employee queries and complete administrative processes.
• Complete other duties as assigned.

Basic Qualifications

• 3+ years of human resources experience
• Experience in employee relations, risk management, workforce management and compensation management
• Experience with HR processes and systems
• Speak, write, and read fluently in English
• Experience with MS Outlook, Excel, Share Point, Amazon Projects, Word, Slack and Chime

Preferred Qualifications

• Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards
• Experience with process improvement and stakeholder management
• Experience in communication and presentation skills, both written and verbal in Portuguese & English

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.