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Manager - Risk Investigations

Manager - Risk Investigations

Job ID 
355847
Location 
IN-KA-Bangalore
Posted Date 
07-02-2016
Company 
Amazon Dev Center India - Hyderabad
Recruiting Team 
..

Job Description

  • Lead the QA function for TRMS individual site, managing QA Specialists.
  • Monitor and report on Quality metrics, deep dive and identify trends/root causes
  • Support the team of QA's aligned in achieving their goals through continuous coaching and feedback and regular 1:1's
  • Drive projects and Kaizen culture in team/site/function. Drive closure of projects picked by QA's, assists them in their activities and support their effort by liaising with other functions for implementation and prioritization.
  • Maintain high performance culture and improve metrics for bottom performers thru standardizing processes and QA efforts
  • Determine location/function requirements by conducting deep-dives and detailed root cause analysis on the audited data. Identify opportunity areas work with Ops and Training teams to fix identified issues.
  • Act as POC for Ops and training teams for any Quality team related activities.
  • Ensure 100% audit and feedback closure to investigators through QA's and ensure timely delivery of reports and dashboards to stakeholders.
  • Contribute to employee engagement in TRMS through Learning and Development initiatives on quality front.

Basic Qualifications

  • Bachelor's Degree.
  • Successful track record leading Quality Assurance activities.
  • Negotiation and influencing skills; able to listen to and persuade others based on sound logic.
  • Goal driven, target orientated, able to step back and look at the bigger picture.
  • Ability to deep dive/analyze customer related data and draw conclusions leading to improvement initiative recommendations and long term Quality strategy.
  • Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint. Experience with SQL and HTML formatting is a plus.
  • Professional approach to working with colleagues at all levels, in distributed and local teams.
  • Ability to communicate effectively across different channels with team members in the network.
  • Excellent planning and organizational skills.
  • Excellent written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive).
  • Motivated to work on own initiative.

Preferred Qualifications

Exceptional operational, managerial, analytical and interpersonal skills.
-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.
-Strong 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).
-The domain of experience should contain Fraud investigations / Credit Approval/ Claim processes, and/or Financial
Risk Management Operations that would be a value add to this experience.
-A Bachelor degree is required to apply for this position. Additionally degrees and qualifications that are desirable are
MBA and Six Sigma skills.
-Other optional credentials that will be a value-add are Multi-lingual skills (German, Japanese or French) or experience
in Managing Multi-lingual team members/ Processes in these languages.
-Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills and optional knowledge of SQL,
SAS, or PERL skills.
-Management experience of large and/or remote teams.
-3 years of experience in Customer Service.
-Additional European languages.
-Knowledge of current Amazon Customer Service policies and procedures.
-Experience of Lean and/or 6 sigma methodologies.