Employee Relations Specialist, Customer Service – People eXperience and Technology (CS PXT) at Amazon Web Services

Tasks/ Responsibilities

• Support managers in documentation and meeting preparation for all ER related activities
• To provide training on ER matters for managers, HR teams and associates
• Act as point of contact for all disciplinary, grievance and CCMA cases
• Monitor and track ER statistics, providing analysis to HR and Operations managers and suggesting recommendations on process improvements
• Accurate recording keeping of ER cases, escalations, Ethics related matters, legislation or policies changes
• Manage all incapacity and misconduct cases in conjunction with the managers
• Manage, monitor and report on relevant HR Systems
• To conduct reviews of employment policies to ensure they are aligned to Amazon’s objectives and compliant with employment law.
• Support the ER Manager in regulatory activities and legislative changes
• Participate in Cape Town and network projects.
• Monitor organizational ER climate.
• Custodian of organizational ER culture.
• Partner with operational stakeholders, HRBP’s and legal counsel
• Support the ER function with EE planning and reporting such as monthly business reviews (MBRs, Quarterly Business Reviews (QBRs) and ad hoc data requests.

About The Team

Customer Service – People eXperience and Technology (CS PXT)

When you join the Customer Service People eXperience and Technology (CS PXT) team, you’ll be part of an engaging team of human resources professionals who collectively support the Worldwide Amazon Customer Service organization. Here, you’ll work with global leaders to optimize people strategy and the employee experience, leverage science and technology to grow internal capabilities and scale our business in a fair, responsible way, and engage employees to create fun, diverse, and inclusive teams. No matter your career path, you will make a positive difference in the daily lives of Amazonians and will help shape the future of our business.

Basic Qualifications

• 3 year Degree (in Law/Industrial Relations; /Labour Relations or Labour law qualification)
• 5+ years’ experience in IR/ER at a senior consultant level in the organization
• At least 2 years facilitation, design and delivery experience
• Computer Literacy is essential
• Strong English communication skills (written and verbal)
• Knowledge of the South African Labour Market
• Extensive knowledge of the South African Labour Relations framework
• In-depth knowledge of relevant legislation including but not limited to BCEA, EEA, SDA, LRA, OHSA, B-BBEE
• Thorough working knowledge of CCMA proceedings with a proven track record
• Excellent Negotiation skills
• Excellent Conflict Management skills

Preferred Qualifications

• Knowledge of the Immigration Act
• Experience in a contact centre and /or a work from home environment