Intake Advisor & Case Management Support

Amazon; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A global e-commerce leader is seeking an Intake Advisor to join their Case Management Support Team. This role involves managing case intake for HR-related issues, utilizing tools like Amazon's case management system and Microsoft Excel to support effective case processing. The ideal candidate should have strong communication skills, analytical abilities, and a Bachelor's degree. The position offers an opportunity to engage in a collaborative environment focused on continuous improvement.

Qualifications

• Strong written and verbal communication skills.
• Ability to manage multiple email inboxes effectively.
• Experience in identifying problems and analyzing data.

Responsibilities

• Handle case intake for HR and Employee Relations issues.
• Create reports and analyze data trends.
• Consult with business partners for effective case management.

Skills

Communication skills

Analytical skills

Knowledge of Microsoft Office Suite

Interest in HR/ER field

Education

Bachelor’s degree or equivalent

Master's degree in business, HR, or related field

Tools

Amazon case management system

Microsoft Excel

Job description

Intake Advisor, Case Management Support

We are looking for a dynamic, driven and organized self-starter to join our Case Management Support (CMS) Team as an Intake Advisor. The Case Management Support team are responsible for handling case intake for all Countries outside of NA & Canada, in addition to other services such as reporting, note taking, scheduling, administration support and data analysis. The Intake Advisor will be progressive, hands-on and with a keen focus on associate experience, providing cover across either a day or late shift. As an integral part of the CMS team, you will deliver the highest quality of service to our internal customers; ensuring PXT, managers and associates are supported through effective case intake. The candidate for this position has strong communication both written and verbal and interpersonal skills, enabling them to work successfully as part of a wider team on employee relations tasks.

Key job responsibilities

• Create cases in the Amazon case management system for specific case types
• Intake highly sensitive HR and Employee Relations issues via the Amazon case management system using high judgement
• Manage multiple email inboxes
• To support with note taking, and in doing so use the relevant scripts and templates, whilst fostering an awareness of policies and employment law, becoming an SME
• Own updating parts of active cases they have influence over
• Run reports, create business review Page 0’s
• Utilise excel to understand and analyse data related to data trends, themes and key topics
• Organise details received from site relating to investigations, grievances, disciplinaries and appeals ready for the case manager
• Independently manage intake work; assigning, prioritising and supporting a fair, consistent and efficient case process
• Communicate with site and fellow Amazonians to update on case status, prior to assignment
• Engage in continuous improvement of the intake and wider case management process and practices
• Consult and collaborate with business partners, including site HR & ops teams, as well as wider members of the IMCI team
• The individual will also work reactively on critical issues, including assigning cases that are of a high priority; which involves balancing time between different elements of the role and using personal judgment.

Basic Qualifications

• Bachelor’s degree or equivalent
• Knowledge of Microsoft Office Suite (Excel, Word, SharePoint, and PowerPoint)
• Analytical skills (able to identify problem and a root cause, work with numbers, data, run metrics and pull reports)
• Good understanding of AI and curiosity to learn and practice in a honorable manner
• Interest in ER/HR field

Preferred Qualifications

• Master's degree in business, HR, or a related field
• Experience in employment law, and HR / Payroll
• Experience using Amazon’s case management system
• 1 years’ experience in Human Resources/ Employee Relations Environment

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