Operations Manager Payment Risk Operations, Payment Risk Operations, BRI Contacts

This role is responsible for overseeing a specialized India based Contacts Investigations Teams. We are looking for a motivated and capable Analytic, Operations, Metrics, and Process Improvement Manager, with some Program or Project management experience. In this role, you will own and have the unique opportunity to help define the toolsets, road-maps, processes, and metrics to enable the PRO mission. In addition, the role is responsible for providing direction and overseeing the policies for safe guarding our selling platform. You will work closely with Analytics, Global Process Owners, ML and Business teams within Payment Risk. This is a highly visible and impacting role within the group, as well as across the department. Exposure to global stakeholders management is expected.
You should thrive and have demonstrated success in an environment which offers ambiguously defined problems, big challenges, and quick changes. You will be expected to balance strategic thinking with detailed execution and solid cross-functional collaborative results-oriented work. Success for a team such as ours is can be viewed in terms of the positive change we drive, and the quality of actionable data and resolutions we provide to our customers.


Key job responsibilities
• Manage Payment Risk/ Contacts Operations for investigations related to Buyers, Sellers and financial institutions based on processes, tools and high-judgment decisions.
• Creation and management of metrics, SOPs, and mechanisms to manage performance.
• Provide leadership and administrative support to teams spanning across multiple locations and manage them to achieve high operational efficiency and performance.
• Recruit top-quality investigators. Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders.
• Work with Amazon Global and Local Programs, and internal teams (Legal, Public Relation, Business teams, PRO team, Engineering, etc.) to interpret policy and drive the implementation of executable Standard Operations Procedures (SOP).
• Identify trends in team performance and recommends/ implements change to constantly raise the performance levels in the team.
• Drive projects that involve one (or more) teams and address issues outside the normal areas of responsibility or expertise.
• Participate in strategic planning, project road mapping activities of the team.
• Provide focused feedback loops for investigators and managers based on crisp performance and quality data.
• Analyze the key levers of the business to identify trends and proactively take action to improve efficiency

A day in the life
• Manage performance metrics and lead team to meet and exceed service levels in reducing bad debt .
• Policy implementation and execution, and interpretation of Global and Local policy into executable standard procedure.
• Process Improvement to improve quality, productivity, and customer experience. Leverage technical teams to articulate and prioritize requirements for tool changes.
• People development through management of performance levels, career paths and skills of Investigator teams.
• Lead/ participate in projects involving multiple teams to meet business and people priorities and goals.
• Tactical and strategic decision making/problem solving and report to management chain as required.- 8+ years of operational and/or retail management experience
- 5+ years of team management experience
- Experience using data to influence business decisions
- •Good data handling skills on Excel and ability to present complex data to senior managers for decision making
- • Good process management; root cause analysis and presentation skills
- • Ability to collaborate with stakeholders across operations, process management, ML, engineering, Business and software tools.
- • Good spoken and written communication skills, with the ability to present a complex problem and data in a logical, but crisp manner.- Experience with Lean or Six Sigma analytical techniques
- • We seek a good, self-driven leader with demonstrated ability to proactively drive, manage and grow an operations team.
- • Good program management and people management skills.
- • She/he should also have a strong business sense and be able to create, communicate and achieve a vision
- • She/he should have managed in a matrix environment and managed team performance in a highly performance, metrics driven environment.
- • Experience in driving improvement, innovating new processes and driving out waste.

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