Manager - Investigations , KYC
Amazon, Indiana, PA, United States
Description
What is VRMO?
Our mission in Verification Risk Management & Operations (VRMO) 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 VRMO team safeguards the sellers by monitoring, tracking, and managing risk to ensure long term customer satisfaction.
Key Job Responsibilities
Manager of manager’s role. In charge of managing multiple entry level managers. This would consist of one or more teams of Investigation specialists (~75-80 headcount) who investigate seller registration related documents 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 actors 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 VRMO vision and make independent decisions with sound judgment to manage their teams to attain that vision.
The incumbent is required to demonstrate performance in the following areas:
Metrics: consistently leading the group of managers to meet goals aligned to bad actor reduction, improved seller experience and meet service levels as per targets. Also accountable to represent the performance of entire team/sub-function at various platforms worldwide. Must dive deep on metrics and facilitate solutions.
Process Improvement: deliver significant business impacts and contributions to the company through improvement to quality, productivity, or customer experience. Work with stakeholders within and outside VRMO to ensure feature prioritization and delivery of process level improvements, enable team to deliver on improvements, and consistently demonstrate timely delivery of projects on roadmap.
People Development: develop the career and skills of their Managers and Investigator teams through continuous closure of performance feedback loops; setup governance mechanisms on people processes; engage people, identify training needs and upskill; create roadmap based on improvement areas and career aspirations and track adherence; work towards strong succession plan.
Hiring: hire the best for his/her team and for Amazon, act as a mentor.
Networking: communicate with multiple stakeholders within the organization – peer group and support functions – to ensure smooth delivery of processes, keep abreast of trends and fraud issues impacting the retail industry, and lead in identifying and preventing new fraud attacks.
Basic Qualifications
3+ years of team management experience
6+ years of operational and/or retail management experience
Experience using data to influence business decisions
Experience as a manager of managers
Experience across the domain of risk management & compliance operations
MBA
Preferred Qualifications
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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What is VRMO?
Our mission in Verification Risk Management & Operations (VRMO) 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 VRMO team safeguards the sellers by monitoring, tracking, and managing risk to ensure long term customer satisfaction.
Key Job Responsibilities
Manager of manager’s role. In charge of managing multiple entry level managers. This would consist of one or more teams of Investigation specialists (~75-80 headcount) who investigate seller registration related documents 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 actors 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 VRMO vision and make independent decisions with sound judgment to manage their teams to attain that vision.
The incumbent is required to demonstrate performance in the following areas:
Metrics: consistently leading the group of managers to meet goals aligned to bad actor reduction, improved seller experience and meet service levels as per targets. Also accountable to represent the performance of entire team/sub-function at various platforms worldwide. Must dive deep on metrics and facilitate solutions.
Process Improvement: deliver significant business impacts and contributions to the company through improvement to quality, productivity, or customer experience. Work with stakeholders within and outside VRMO to ensure feature prioritization and delivery of process level improvements, enable team to deliver on improvements, and consistently demonstrate timely delivery of projects on roadmap.
People Development: develop the career and skills of their Managers and Investigator teams through continuous closure of performance feedback loops; setup governance mechanisms on people processes; engage people, identify training needs and upskill; create roadmap based on improvement areas and career aspirations and track adherence; work towards strong succession plan.
Hiring: hire the best for his/her team and for Amazon, act as a mentor.
Networking: communicate with multiple stakeholders within the organization – peer group and support functions – to ensure smooth delivery of processes, keep abreast of trends and fraud issues impacting the retail industry, and lead in identifying and preventing new fraud attacks.
Basic Qualifications
3+ years of team management experience
6+ years of operational and/or retail management experience
Experience using data to influence business decisions
Experience as a manager of managers
Experience across the domain of risk management & compliance operations
MBA
Preferred Qualifications
Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level
Experience in operational excellence using six sigma methodologies
#J-18808-Ljbffr