Job closed
Job description / Role
Description
Summary of Responsibilities:
The manager will be responsible to work as a front line manager of investigators. In charge of managing a team of Investigation specialists/Compliance Investigators who investigate 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 Management:
• Consistently leading their team to meet/exceed service levels. Maintain the performance metrics of all team members, and help the team deliver results at the expected levels.
• Regularly reports out team’s performance against goals, action plans taken and drive performance based on them
• Coaches their team members individually and periodically on performance across metrics and career aspirations
• Accountable for performance management, increased availability and adherence, retention strategies
• Acts as primary point of contact for on-the-floor issues related to investigations
People Development:
• Ensuring regular connects with the investigators and identifying the way forward for employee growth.
• The manager would be responsible for people engagement, identifying training needs and accordingly upskilling the team members
• 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:
• Using their visibility into team’s performance, in highlighting areas for creation of new metrics, participating in root cause analysis and reporting it to the appropriate audience
• Conducting regular brown bag sessions with team members to identify tool & SOP enhancement opportunities and reporting it to the appropriate audience
• Partners with all stake holders and actively participates in tool, SOP and process enhancement activities
• Effective handling of escalations and creating COE (Correction of Error) documents to improve processes impacting customer/partner/seller experience
Requirements
Basic Qualifications:
• Proven track record of managing people directly in earlier roles. Should have minimum 4 years of overall professional experience
• Displays strong management skills across desired competencies
• Should be able to demonstrate excellent interpersonal and analytical skills
• Well versed with Operations related roles and responsibilities, with relevant industry experience across Operations & Risk investigations
• Adept at prioritizing work allocation and driving team members to meet/exceed all agreed KPI’s
• Bachelor degree is a must to apply for this position
• Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills
• The Manager will be required to engage in frequent written and verbal communication with department management, risk analysts, risk engineers, other company associates and third-parties to accomplish goals. They may also be required to contact customers by phone.
• Candidates must possess multi lingual skills Arabic, along with and English. Expertise in both written and verbal communication across these languages is mandatory.
Preferred Qualifications:
• Domain specific expertise in Compliance management, Sanctions Screening and AML will be an added advantage
• For Language Orgs: Multi-lingual skills (Arabic, English ) or experience in Managing Multi-lingual team members/ Processes in these languages
Basic Qualifications:
• Proven track record of managing people directly in earlier roles. Should have minimum 4 years of overall professional experience
• Displays strong management skills across desired competencies
• Should be able to demonstrate excellent interpersonal and analytical skills
• Well versed with Operations related roles and responsibilities, with relevant industry experience across Operations & Risk investigations
• Adept at prioritizing work allocation and driving team members to meet/exceed all agreed KPI’s
• Bachelor degree is a must to apply for this position
• Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills
• The Manager will be required to engage in frequent written and verbal communication with department management, risk analysts, risk engineers, other company associates and third-parties to accomplish goals. They may also be required to contact customers by phone.
• Candidates must possess multi lingual skills Arabic, along with and English. Expertise in both written and verbal communication across these languages is mandatory.
Preferred Qualifications:
• Domain specific expertise in Compliance management, Sanctions Screening and AML will be an added advantage
• For Language Orgs: Multi-lingual skills (Arabic, English ) or experience in Managing Multi-lingual team members / Processes in these languages
About the Company
Amazon.ae, formerly Souq.com, is an English-Arabic language e-commerce platform, owned by Amazon, Inc. It is the largest e-commerce platform in the Arab world. On March 28, 2017, Amazon.com Inc. confirmed it would be acquiring Souq.com for $580 million. On May 1, 2019, Souq.com became known as Amazon.ae.