Summary of Responsibilities:
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.
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.
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.
Project Participation, by effectively participating in projects that involve multiple teams within Amazon that are above and beyond the normal area of responsibility or expertise. Consistently demonstrate timely delivery of projects on roadmap to support the team and department vision.
Business Exposure, by using their exposure to teams technical or business areas, their understanding of Amazons marketplace, trends and fraud issues impacting the retail industry, to share ideas with Management that positively influence the vision for the Transaction Risk management group.
Judgment and Discretion: The incumbent has direct responsibility over multiple functions and processes in the Transaction Risk Management Group. 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 reasoned documented, and involve partnering with other internal stakeholder/teams as appropriate and required when making decisions that have wider impact.
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 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.
Recruit top-quality investigators. Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders.
Exceptional operational, managerial, analytical and interpersonal skills.
Only Graduate & above.
Only B2.2 & above / equivalent level in German Language
Willing to relocate to Hyderabad, work in rotational shifts & week offs.
Overall 5years of Ops work experience with 2+ years of team handling experience.
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)
Germangerman languagegerman translator
PG – Any Postgraduate, Post Graduation Not Required
Doctorate – Any Doctorate – Any Specialization, Doctorate Not Required
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.
Contact Company:Amazon Development Centre (India) Pvt Ltd