Risk Manager, Global Escalations

4 weeks ago


Bengaluru, Karnataka, India ADCI - Karnataka Full time
Job Title: Risk Manager, Global Escalations

Job Summary:

We are seeking a highly skilled Risk Manager, Global Escalations to join our team at ADCI - Karnataka. As a key member of our Trust and Safety Operations, you will play a critical role in ensuring the safe and compliant viewing experience for our customers across over 240 territories.

About the Role:

The Global Escalations Management Program is part of Prime Video - Trust and Safety (T&S). T&S mission is to maintain customer trust on Prime Video by ensuring a safe and compliant viewing experience. Key functions include introducing and enforcing content policies; reviewing all titles for regulatory compliance; providing maturity ratings and descriptors to inform viewers; and taking action against illegal streams and fraudulent accounts.

Key Responsibilities:

  • Oversee escalation intake, triage, and investigation of escalations, ensuring timely and effective resolution
  • Collaborate cross-functionally to identify root causes, uncover systemic risks, and recommend corrective actions
  • Collaborate across business units to influence policies that prevent escalations
  • Leverage analytics and reports to conduct weekly performance reviews, trend analysis, and identify risks, trends, and opportunities for process improvement
  • Leverage data-driven insights to anticipate and mitigate potential risks, fostering a culture of continuous improvement
  • Develop and implement risk management strategies to address identified issues and prevent recurrence
  • Present weekly updates to leadership through the Weekly Business Review, highlighting key metrics, variances, and opportunities
  • Drive effective internal communication through narrative reports and presentation of analytical findings in review forums

Requirements:

  • Bachelor's degree or equivalent
  • 3+ years of compliance program management, legal, governance, audit, risk/loss prevention, or equivalent experience
  • Experience in program requirements definition, together with data and metrics leveraging to drive improvements
  • Knowledge of risk management frameworks such as risk analysis, risk assessment and governance practices
  • Experience with project management practices like tracking tasks, milestones and deliverables
  • Experience investigating issues, providing data-driven insights and developing mitigation plans
  • Excellent written and verbal communication skills to effectively engage with cross-functional stakeholders

Preferred Qualifications:

  • Experience with SQL and Excel
  • Knowledge of regulatory environments like privacy, safety and content regulation
  • Experience liaising with cross-functional/regional stakeholders. Ability to foster collaboration
  • Process improvement background with evidence of driving operational enhancements
  • Proficiency in data analysis and visualization tools to track and report on key risk metrics
  • Familiarity with global regulatory and compliance requirements for digital media platforms

Work Location:

This is not a remote position. We are open to hiring candidates to work out of one of the following locations on a hybrid model, following three days from office and two from home:

Bangalore, KA, IND



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