Manager Risk Investigation

Job Description

Job summary Job Description Who are we and what is our mission Our mission at Payment Risk Operations (PRO), is focused on making Amazon the safest and most trusted company on earth for customers, brands, and selling partners and the best place to build a successful business. PRO India team operates to enhance customer account safety and mitigate fraudulent use of payments. The team conducts risk reviews on buyer accounts with investigatory resources and tools to validate orders/accounts, risk types and necessary outbound calls for appropriate actions on order transactions or customer contacts. With an objective to protect Amazon customers from any risk of account takeover and to prevent /mitigate bad debit, we aim and work towards zero fraud, zero account takeovers, zero false positives, and zero scams of any kind. We seek the best possible trade-off between customer experience and risk related losses, and when we have to make difficult choices to make, we will err towards customer experience. What does a Manager, Risk investigation (I) do Managers, Risk Investigations set the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions and weekly one-on-ones that focus on making our platforms safer to transact, improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolution of a supervisory nature. In charge of managing a team of Investigation specialists who investigate buyer transactions on Amazon.com platforms and take appropriate actions based on processes, tools and high-judgment decisions. Provide leadership and administrative support to their team and manage them to achieve and constantly improve service levels based on forecast and capacity, minimize the impact of bad debt by achieving targets, achieve process improvement via projects, and focus on the people development of their team. In addition to being responsible for achieving and exceeding team s defined metrics through sustainable change or process improvement. This manager is expected to identify trends in team performance and recommends/ implements change to constantly raise the Performance levels in the team. She/he is expected to participate in projects that involve one (or more) teams within the Organization and that address issues outside the normal areas of responsibility or expertise required by their process. Expected to do deep dives in any customer escalations The Key to success in this role is the ability to understand the team s vision and raise the bar on the job core responsibilities of Operate, Continuous Improvement, Communicate and People Development. The incumbent is required to demonstrate performance in the following areas: Performance Metrics [Operate] - By consistently leading their team to meet and exceed service levels and targets in reducing bad debt for their Company. We target maximum decision quality accuracy to ensure the right customer experience and the manager needs to maintain the performance on metrics of all team members, hence raising the bar on decision quality. Process [Continuous Improvement] - By delivering significant business impacts and/ or contributions to their company through improvement to quality, productivity, or customer experience. Work with support functions in Amazon to articulate and prioritize feature needs for the investigation tool sets. Consistently demonstrate timely delivery of projects on roadmap to support the team and department vision. People [Communicate & People Development] - By developing the Performance levels, career and skills of their Investigator teams through continuous closure of performance feedback loops. Possess ability to recruit excellent team members into their team and Amazon. Communicate effectively to align organizational goals with individual goals. Candidature Fit Essentials: Operational, managerial, analytical and interpersonal skills Actively manage investigator 24/7 capacity and the triggers for creating investigations to balance global investigation supply and demand Provide focused feedback loops for investigators and managers based on performance and quality data candidates may come from a background in operations in ITES/IT companies (operational excellence expertise in the form black belts/ green belts or equivalent work exp. would be desirable) 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 Analyze the key levers of the business to identify trends and proactively take action to improve efficiency and reduce time to new fraud Modus Operandi Work with software teams to articulate and prioritize feature needs for investigation tool sets. Recruit & Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders,
• 4+ years experience in operations management
• 2+ years of people management experience.
Relevant industry experience across Operations, Risk, Fraud investigations etc. Experience across the domain of Risk management & Fraud Requires around five or more years of operations experience. This experience should preferably contain two (or more) years of People Management as well three (or more) years in the Fraud or Financial risk management domain Oral and written communication skills Bachelor degree is required to apply for this position Advanced working knowledge of MS Office (esp. MS Excel, Word) Risk Investigation process specific expertise MBA in relevant field of Operations Exposure to quality tools like Six Sigma, Lean operations etc.

Keyskills :
ms officesix sigmadelivery of projectsfinancial riskrisk reviewsquality tools