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Manager Investigations, Manager I

1 month ago

Mumbai, India ADCI - Karnataka Full time
1. What is CTPS?
Our mission in Customer Trust and Partner Support (CTPS) is to make Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the ill-intentioned. Through technology and our people we manage risk across multiple geographies for multiple markets having its own diverse set if buyers and sellers. We focus on customers and scale through innovation. The CTPS team safeguards the order pipelines by monitoring, tracking, and managing risk to ensure long term customer satisfaction.

Summary of Responsibilities

The manager will be responsible to work as a front line manager of investigators.

In charge of managing a team of ~15 Investigation specialists who investigate buyer, and/ or seller 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, by consistently leading their team to meet and exceed service levels and targets in reducing bad debt and maintain the performance and metrics of all team members, and help the team to deliver results at the expected levels.
1. Regularly reports out team’s performance against goals and action plans taken and drive performance based on them
2. Coaches his team members individually and periodically on performance on metrics as well as career aspirations
3. Accountable for performance management, increased availability and adherence, and retention strategies
4. Acts as primary point of contact for on-the-floor issues related to investigations
People Development, by ensuring that the manager connects with the investigators and identifies the next steps for employee growth. The manager would be responsible for people engagement, identifying training needs and accordingly upskill. Responsible for creation of a roadmap/development plan based on improvement areas and career aspirations and track adherence.
Possess ability to recruit excellent team members into their team and Amazon. Reward strong performers and manage up or out weak ones.

Process Improvement, by using his exposure to his team’s performance and then highlighting areas for creation of new metrics, tools, participating in root cause analysis and reporting out to the appropriate audience.

We are open to hiring candidates to work out of one of the following locations:

Virtual Location - MH

BASIC QUALIFICATIONS

- 4+ years of operational and/or retail management experience
- 2+ years of team management experience

PREFERRED QUALIFICATIONS

- Refer BQs

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