Job closed
Job description / Role
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
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.
Requirements
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.