RCO Manager Investigations, SIV

3 weeks ago

Bengaluru, India ADCI - Karnataka - A66 Full time
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.

Registration and Compliance (RCO) is looking for an investigation manager with a passion for leading an operation team in India. You will be responsible for managing the Seller Identity Verification team as a front line manager, which consists of 15 to 20 investigators. The objective of SIV is to verify the identity of new sellers, on-board good sellers and eliminate bad actors through the investigation process.

The primary role of this position is to provide leadership and guidance to the team members under supervision, manage them to achieve the productivity and quality goals, and meet expected service levels, while working closely with the program team, process owners, training, workforce management, analytics, and other teams in RCO.

You will be working in a fast-paced environment where every day brings new challenges and new opportunities. You should have good communication skills and be able to work with various stakeholders to identify issues, analyze root causes, and drive for improvement.

Key job responsibilities
- Manage individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding his/her teams accountable to meet and exceed performance targets.
- Manage a team of 18 employees.
- Monitor key performance metrics for productivity and quality and provide guidance to constantly meet and exceed goals.
- Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders.
- Strive for operational excellence and process improvement. Analyze the key levers of the business to identify the trends and proactively take action to eliminate root causes for defects.

BASIC QUALIFICATIONS

- 4+ years of operational and/or retail management experience
- 2+ years of team management experience
- Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level
- Bachelor's degree
- Have experience in operations in multinational companies.
- Ability to hire and develop a team
- Relevant industry experience (3-6 years) in operations, risk, fraud investigations etc.
- Operational excellence skill & project management experience.
- Operational, managerial, analytical and interpersonal skills
- Advanced working knowledge of MS Office (esp. MS Excel, Word).

PREFERRED QUALIFICATIONS

- Experience with operations, risk, fraud investigations etc.
- Experience with six sigma tools and Lean techniques
- Multi-lingual skills, such as Chinese and Vietnamese.
- Fraud investigations/Credit Approval/Claim processes and/or Financial Risk Management Operations that would be a value add to this experience.
- Experience in a customer focused field or business
- Six Sigma Black belt/green belt or equivalent working experience.
- Advanced qualifications such as MBA would be advantageous.

Our inclusive culture empowers Amazonians to deliver the best results for our customers.

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