Amazon

Manager - Risk Investigations

3+ months agoBangalore, India

DESCRIPTION

Managers - Risk Investigations set the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions and weekly one-on-ones that focus on making our platforms safer to transact, improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolution of a supervisory nature.

In charge of managing a team of Investigation specialists who investigate transactions on Amazon platforms and take appropriate actions based on processes, tools and high-judgment decisions.
Provide leadership and administrative support to their team and manage them to achieve and constantly improve service levels based on forecast and capacity, minimize the impact of bad debt by achieving targets, achieve process improvement, ensure road mapped project execution (and identify new ones), and focus on the people development of their team.

In addition to being responsible for achieving and exceeding team's defined metrics through sustainable change or process improvement. She / he will be expected to participate in strategic planning, project road mapping activities of the team.
Identify trends in team performance and recommends/ implements change to constantly raise the Performance levels in the team.
Expected to participate in projects that involve one (or more) teams within the Organization and that address issues outside the normal areas of responsibility or expertise required by their process.

The Key to success in this role is the ability to understand the Transaction Management group's vision and make independent decisions with sound judgment to manage their teams to attain that vision.
The incumbent is required to demonstrate performance in the following areas:
Metrics - by consistently leading their team to meet and exceed service levels and targets in reducing bad debt for their Company and maintain the performance and metrics of all team members, and hence the team at expected levels.
Process Improvement - by delivering significant Business impacts and/ or contributions to their company through improvement to quality, productivity, or customer experience. Work with peer technical teams in Amazon to articulate and prioritize feature needs for investigation tool sets. Consistently demonstrate timely delivery of projects on roadmap to support the team and department vision.
People Development - by developing the Performance levels, career and skills of their Investigator teams through continuous closure of performance feedback loops. Possess ability to recruit excellent team members into their team and Amazon.
Business Exposure - by using their exposure to team's technical or business areas, their understanding of Amazon's marketplace, trends and fraud issues impacting the retail industry, to share ideas with Management that positively influence the vision for the Selling Partner Risk Operations group.
Judgment and Discretion: The incumbent has direct responsibility over multiple functions and processes in the Selling Partner Risk Operation. She/he consistently exercises discretion in tactical and strategic decision making/problem solving and routinely reports to management chain as required. She/he takes decisions that are documented, and involve partnering with other internal stakeholder/teams as appropriate and required when making decisions that have wider impact.

Managers - Risk Investigations set the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions and weekly one-on-ones that focus on making our platforms safer to transact, improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolution of a supervisory nature.

In charge of managing a team of Investigation specialists who investigate transactions on Amazon.com platforms and take appropriate actions based on processes, tools and high-judgment decisions.
Provide leadership and administrative support to their team and manage them to achieve and constantly improve service levels based on forecast and capacity, minimize the impact of bad debt by achieving targets, achieve process improvement, ensure road mapped project execution (and identify new ones), and focus on the people development of their team.

In addition to being responsible for achieving and exceeding team's defined metrics through sustainable change or process improvement. She / he will be expected to participate in strategic planning, project road mapping activities of the team.
Identify trends in team performance and recommends/ implements change to constantly raise the Performance levels in the team.
Expected to participate in projects that involve one (or more) teams within the Organization and that address issues outside the normal areas of responsibility or expertise required by their process.

BASIC QUALIFICATIONS

• Consistent performance on quality for last 6 months
• Demonstrated ability to influence high impact stakeholders through effective communication
• Demonstrated ability to effectively manage time, prioritize multiple tasks and projects to ensure in-time delivery

A Bachelor degree is required to apply for this position.
Additionally degrees and qualifications that are desirable are MBA and Six Sigma skills.

Implement best-in-class processes and practices for maintaining and exceeding productivity and quality service
level agreements.
Actively manage investigator 24/7 capacity and the triggers for creating investigations to balance global
investigation supply and demand.
Provide focused feedback loops for investigators and managers based on performance and quality data.
Manage performance of team members
Keep abreast of trends and fraud issues impacting the retail industry. Ensure that Amazon is leading the curve in
identifying and preventing new fraud attacks.
Analyze the key levers of the business to identify trends and proactively take action to improve efficiency and
reduce time to new abuse patterns.
Work with software teams to articulate and prioritize feature needs for investigation tool sets.
Recruit top-quality investigators. Develop employees and their skill sets to expand the team capabilities and
provide growth opportunities for future Amazon leaders.

PREFERRED QUALIFICATIONS

Display of strong leadership principles over the last Annual Review/OLR cycles
SPRO process specific expertise
MBA in relevant field of Operations
Exposure to quality tools like Six Sigma, Lean operations etc.
Strong Risk Operations knowledge
Should have Managed a team of 15-20 Direct reports.

Job ID: Amazon-1092796