Manager Risk Investigations, SEPO
Manager of manager’s role
In charge of managing multiple entry level managers. This would consist of one or more teams of Investigation specialists (~60-65 headcount) who investigate buyer or seller transactions on Amazon platforms and take appropriate actions based on processes, tools and high-judgment decisions.
As a people manager, provide leadership and administrative support to their team(s) and manage them to focus on the people development of their team, minimize the impact of bad debt by meeting decision quality targets, constantly meet/exceed service levels based on capacity and team delivery, execute road mapped projects with various stakeholders.
In addition to being responsible for achieving and exceeding team’s defined metrics through rigorous performance management, she/he will be expected to participate in strategic planning, project road mapping activities of the team
The key to success in this role is the ability to understand the SPS vision and make independent decisions with sound judgment to manage their teams to attain that vision.
The incumbent is required to demonstrate performance in all the metric assigned and over and beyond
Metrics, by consistently leading the group of managers to meet the goals aligned to bad debt reduction, improved customer experience and meet service levels as per targets. Will also be accountable to represent the performance of the entire team/sub-function at various platforms worldwide.The candidate would need be able to dive deep on metrics and facilitate the solutions.
Will be responsible for ensuring that the team delivers as per plan, and will actively work with various teams to on board resources for the team.
Process Improvement, by delivering significant Business impacts and contributions to their company through improvement to quality, productivity, or customer experience. Work with various stakeholders within and outside SPS to ensure feature prioritization and delivery of process level improvements.The candidate will have to enable the team to deliver on improvements. Consistently demonstrates timely delivery of projects on roadmap to support the team and department vision
People Development, by developing the career and skills of their Managers and Investigator teams through continuous closure of performance feedback loops. Is expected to setup governance mechanisms on people processes. The manager would be responsible for engaging people, identifying training needs within the teams and accordingly upskill.Responsible for creation of a roadmap based on improvement areas and career aspirations and track adherence. Should work towards creating a succession plan within the team.
Should be able to hire the best for their teams and for Amazon as well and be able to act as a mentor.
Networking, the candidate also needs to communicate with multiple stakeholders within the organization - the peer group as well support functions to ensure smooth delivery of the processes being handled. Keep abreast of trends and fraud issues impacting the retail industry.Ensure that Amazon is leading the curve in identifying and preventing new fraud attacks.
A day in the life- The candidate would need be able to dive deep on metrics and facilitate the solutions
- The candidate will have to enable their team to deliver on improvements
- Timely delivery of projects on roadmap
- People development
- Communicate with multiple stakeholder - 3+ years of team management experience
- Experience using data to influence business decisions
- 2+ years of operational and/or retail management experience- 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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