The manager will be responsible to work as a front line manager of investigators. In charge of managing a team of Investigation specialists/Compliance Investigators who investigate transactions on Amazon.com platforms and take appropriate actions based on processes, tools and high-judgment decisions. The incumbent is required to demonstrate performance in the following areas:
Metrics Management: Ø Consistently leading their team to meet/exceed service levels. Maintain the performance metrics of all team members, and help the team deliver results at the expected levels. Ø Regularly reports out team’s performance against goals, action plans taken and drive performance based on them Ø Coaches their team members individually and periodically on performance across metrics and career aspirations Ø Accountable for performance management, increased availability and adherence, retention strategies
People Development: Ø Ensuring regular connects with the investigators and identifying the way forward for employee growth. Ø The manager would be responsible for people engagement, identifying training needs and accordingly upskilling the team members Ø Responsible for creation of a roadmap/development plan based on improvement areas and career aspirations and track adherence Ø Possess ability to recruit excellent team members into their team and Amazon. Process Improvement: Ø Using their visibility into team’s performance, in highlighting areas for creation of new metrics, participating in root cause analysis and reporting it to the appropriate audience Ø Conducting regular brown bag sessions with team members to identify tool & SOP enhancement opportunities and reporting it to the appropriate audience Ø Partners with all stake holders and actively participates in tool, SOP and process enhancement activities Effective handling of escalations and creating COE (Correction of Error) documents to improve processes impacting customer/partner/seller experience
Ø Candidate should be currently in a Managerial role. Ø Proven track record of managing people directly in earlier roles. Should have minimum 4 years of overall professional experience Ø Displays strong management skills across desired competencies Ø Should be able to demonstrate excellent interpersonal and analytical skills Ø Well versed with Operations related roles and responsibilities, with relevant industry experience across Operations & Risk investigations Ø Adept at prioritizing work allocation and driving team members to meet/exceed all agreed KPI’s Ø Bachelor degree is a must to apply for this position Ø Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills Ø The Manager will be required to engage in frequent written and verbal communication with department management, risk analysts, risk engineers, other company associates and third-parties to accomplish goals. Ø Candidates must possess multi lingual skills - English and Japanese languages. Expertise in both written and verbal communication across these 2 languages is mandatory.
Ø Domain specific expertise in Compliance management, Sanctions Screening and AML will be an added advantage Ø For Language Orgs: Multi-lingual skills - English and Japanese or experience in Managing Multi-lingual team members/ Processes in these languages