Global advisor Program Manager, RCO Global Advisor Program

1 week ago

Bengaluru, Karnataka, India ADCI - Karnataka Full time
Are you passionate about improving the quality of our compliance and seller experience? Do you thrive in a fast-paced environment in which you have the opportunity to influence change? Would you like to enable change that drives business growth while protecting Amazon's Selling Partner experience?
Risk & Compliance (R&C) Global Advisor Program (GAP) in Amazon provides world-class support to our global investigators and associates.
We are seeking a Manager for our GAP team. This team is a part of Amazon Registration & Compliance Operations (RCO) shared services organisation.

RCO organisation is responsible for making Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the 'ill-intentioned'.

Protecting the interests of the end users is our top priority, balancing being compliant and giving a great customer experience.

Our team achieves this objective through a combination of automated and manual investigations of the seller transactions on our marketplace.

Individual in this role should have demonstrated success in an environment, which offers ambiguously defined problems, big challenges, and quick changes.

You are expected to balance big thinking with detailed execution and solid cross-functional collaborative results-oriented work. You will be working in a fast-paced environment where every day brings new challenges and new opportunities.

You should have excellent communication skills and be able to work with various stakeholders to identify issues, analyse root causes, and drive for improvement.

Key job responsibilities

  • Manage individual and team performance expectations and goals, maintaining service levels, and holding his/her team/s accountable to meet and exceed performance targets.
  • Manage a team of front-line managers and oversee a team size of 50-60 Advisors.
  • Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders.
  • Responsible for setting the goals and vision for the function, works with Ops Analytics and global operations to identify & baseline the functional goals.
  • Implementation into our RCO Global Advisor team of incoming new initiatives and program, including rolling out of investigations tools and systems to our RCO advisor population.
  • Implementation and execution of governance of the GAP Program including process, tools, audit, inspection, mechanisms.
  • Providing support for month and quarter end reviews, forecasts, and annual operating plans.
  • Actively engage in the RCO's global initiatives, contributing to achieve tactical and strategic goals
A day in the life

The primary role of this position is to provide leadership and guidance to the teams under supervision, manage front line managers and their team members to achieve the program goals, while working closely with Global Process Owners (GPOs), Ops Functional Leads & Leads for different RCO support functions to drive metrics and improvement projects focused on decision quality, customer experience, resource planning, tools and process efficiency and alignment.

About the team

Global Advisor Program has been created to provide real time process support to R&C Investigators and Associates across the world.

The program allows any customer who is stuck on an investigation or feels that the SOP instructions may lead to the wrong decision for our customers, to raise a request using the Advisor tool and get a review from an Advisor in real time.

Advisors are the last line of defence to help the investigators make the right decision for the business and the customer.

Also, Advisors help with the decision hierarchy, as a sounding board to ensure we do the right thing for the customer when process or policy are unclear.

We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND

BASIC QUALIFICATIONS

  • 3+ years of team management experience
  • 8+ years of operational and/or retail management experience
  • Experience using data to influence business decisions
  • Experience as a manager of managers
  • Experience across the domain of risk management & compliance operations
PREFERRED QUALIFICATIONS

  • Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level
  • Experience in operational excellence using six sigma methodologies

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