Investigations Manager, Seller Registration and Compliance

Industry Category	Sales / Marketing	Position	E-commerce
Recruitment Department		Number Of Recruits	several
Work Location	Metro Manila (NCR) Pasay	Nature Of Work	Full Time
Gender Requirements	Male	Marriage Requirement	No marital status restrictions
Education Level	Open to all levels	Work Experience	No work experience restrictions
Age Requirement	Above 18 years old	Salary Package	Negotiable
Updated Date	2022-10-16	Valid Until	Long-term validity

Job summary

Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform.

Registration and Compliance Operation (RCO) is looking for an Investigation Manager with a passion for leading an operation team in Manila. You will be responsible for managing the Seller Identity Verification team as a front line manager, which consists of 10-15 investigators. The objective of SIV is to verify the identity of new sellers, on-board good sellers and eliminate bad actors through the investigation process.

The primary role of this position is to provide leadership and guidance to the team members under supervision, manage them to achieve the productivity and quality goals, and meet expected service levels, while working closely with the program team, process owners, training, workforce management, analytics, and other teams in RCO.

You will be working in a fast-paced environment where every day brings new challenges and new opportunities. You should have excellent communication skills and be able to work with various stakeholders to identify issues, analyze root causes, and drive for improvement.

Roles and Responsibilities:

Manage individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding his/her teams accountable to meet and exceed performance targets.Manage a team of 10-15 employees.Monitor key performance metrics for productivity and quality and provide guidance to constantly meet and exceed goals.Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders.Strive for operational excellence and process improvement. Analyze the key levers of the business to identify the trends and proactively take action to eliminate root causes for defects.

Basic qualifications

Bachelor degreeExcellent English written and verbal skillsHave experience in operations in multinational companies.Ability to hire and develop a teamRelevant industry experience (3-6 years) in operations, risk, fraud investigations etc.Operational excellence skill & project management experience.Operational, managerial, analytical and interpersonal skillsAdvanced working knowledge of MS Office (esp. MS Excel, Word).

Preferred qualifications

Fraud investigations/Credit Approval/Claim processes and/or Financial Risk Management Operations that would be a value add to this experience.Experience in a customer focused field or businessSix Sigma Black belt/green belt or equivalent working experience.Advanced qualifications such as MBA would be advantageous.

About Amazon.com “Many of the problems we face have no textbook solution, and so we-happily-invent new ones.”  – Jeff Bezos   Amazon.com – a place where builders can build. We hire the world's brightest minds and offer them an environment in which they can invent and innovate to improve the experience for our customers. A Fortune 100 company based in Seattle, Washington, Amazon is the global leader in e-commerce. Amazon offers everything from books and electronics to apparel and diamond jewelry. We operate sites in Australia, Brazil, Canada, China, France, Germany, India, Italy, Japan, Mexico, Netherlands, Spain, United Kingdom and United States, and maintain dozens of fulfillment centers around the world which encompass more than 26 million square feet.    Technological innovation drives the growth of Amazon, offering our customers more selection, convenient shopping, and low prices. Amazon Web Services provides developers and small to large businesses access to the horizontally scalable state of the art cloud infrastructure like S3, EC2, AMI, CloudFront and SimpleDB, that powers Amazon.com. Developers can build any type of business on Amazon Web Services and scale their application with growing business needs.    We want you to help share and shape our mission to be Earth's most customer-centric company. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of invention that is part of our DNA. We do this every day by inventing elegant and simple solutions to complex technical and business problems. We're making history and the good news is that we've only just begun.  About the Customer Service Team Our Amazon Contact Centers work towards a single goal: to deliver the best possible support experience to our customers. To do that, our CS Operations teams are empowered and expected to think like owners. We solve problems the first time so that customers have an effortless experience every time. Building on Amazon’s global mission of being the ‘Earth’s most customer-centric company’, the Customer Service team started operations in August 2005 and has grown steadily in size and scope since then. We provide 24/7 support to customers across North America, UK, India, Australia and Canada. Our Team members are empowered to think like owners and resolve customer problems via phone, email or live chat. We operate in a fast-paced, dynamic environment and make an impact to millions of customers across the globe.   Our relentless focus on process improvements has helped us continuously evolve and expand our focus into new business domains.