6 – 11 YearsHyderabad / Secunderabad
Job Description:
In charge of managing one and/or more teams of Investigation specialists who investigate buyer, and/ or seller transactions on Amazon.com platforms and take appropriate actions based on processes, tools and high-judgement decisions.
Provide leadership and administrative support to their team(s) and manage them to achieve and constantly improve service levels based on forecast and capacity, minimise the impact of bad debt by meeting achieving targets, achieve process improvement, ensure road mapped project execution (and identify new ones), and focus on the people development of their team.
The responsibilities in this position may span over multiple processes and functions and locations. In addition to being responsible for achieving and exceeding teams 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 groups vision and make independent decisions with sound judgment to manage their teams to attain that vision.
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 crisp performance and quality data. Reward strong performers and manage up or out weak ones.
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 fraud Modus Operandi.
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.
Salary: Not Disclosed by Recruiter
Industry: Retail / Wholesale
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Assistant Manager/Manager-(NonTechnical)
Role: Assistant Manager/Manager-(NonTechnical)
Keyskills: assistant Manager, deputy manager, manager operations, manager ops
Desired Profile:
Exceptional operational, managerial, analytical and interpersonal skills.
Requires around five or more years of operations experience. This experience should preferably contain two (or more) years of People Management as well three (or more) years in the Fraud or Financial risk management domain.
Strong candidates may come from a background in operations in ITES/IT companies (operational excellence expertise in the form black belts/ green belts or equivalent work exp. would be desirable).
The domain of experience should contain Fraud investigations / Credit Approval/ Claim processes, and/ or Financial Risk Management Operations that would be a value add to this experience.
A Bachelor degree is required to apply for this position. Additionally degrees and qualifications that are desirable are MBA and Six Sigma skills.
Other optional credentials that will be a value-add are Multi-lingual skills (German, Japanese or French) or experience in Managing Multi-lingual team members/ Processes in these languages.
Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills and optional knowledge of SQL, SAS, or PERL skills.
Education:UG -Any Graduate – Any Specialization, Graduation Not Required
PG – Any Postgraduate – Any Specialization, Post Graduation Not Required
Doctorate – Any Doctorate – Any Specialization, Doctorate Not Required
Company Profile:
Amazon.com strives to be Earth’s most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want – low prices, vast selection, and convenience – Amazon.com continues to grow and evolve as a world-class e-commerce platform. Amazon’s evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company’s DNA. The world’s brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world.
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