Investigations Manager II, SEPO

We're working to be the most customer-centric company on earth. We are looking for exceptionally talented and motivated people. We are looking for an exceptional leader who is passionate to deliver top notch Customer Experience, who thinks and acts globally, and one who has the ability to invent and simplify processes. In charge of managing multiple entry level managers. This would consist of one or more teams of Investigation specialists (~70-80 headcount) who investigate buyer or seller transactions on Amazon platforms and take appropriate actions based on processes, tools and high-judgment decisions.
As a people manager, provide leadership and administrative support to their team(s) and manage them to focus on the people development of their team, minimize the impact of bad debt by meeting decision quality targets, constantly meet/exceed service levels based on capacity and team delivery, execute road mapped projects with various stakeholders. In addition to being responsible for achieving and exceeding team’s defined metrics through rigorous performance management she / he will be expected to participate in strategic planning, project road mapping activities of the team.
The key to success in this role is the ability to understand the SEPO vision and make independent decisions with sound judgment to manage their teams to attain that vision.

Key job responsibilities
The incumbent is required to demonstrate performance in the following areas:

Basic Operations: Responsible for site operations and delivery on key business metrics of quality, productivity and service levels in a production environment. Work closely with the global program owners to design and deploy business strategies. Responsible for setting the goals and vision for the function, works with Ops Analytics and global operations to identify & baseline the functional goals. Build a deep functional knowledge to deliver on the service standards with highest precision.

Metrics: by consistently leading the group of managers to meet the goals aligned to bad debt reduction, improved customer experience and meet service levels as per targets. Will also be accountable to represent the performance of his entire team/sub-function at various platforms worldwide. The candidate would need be able to dive deep on metrics and facilitate the solutions. Will be responsible for ensuring that the team delivers as per plan, and will actively work with various teams to on board resources for the team.

Process Improvement: by delivering significant Business impacts and contributions to their company through improvement to quality, productivity, or customer experience. Work with various stakeholders within and outside STAR to ensure feature prioritization and delivery of process level improvements. The candidate will have to enable his team to deliver on improvements. Consistently demonstrates timely delivery of projects on roadmap to support the team and department vision.

People Development: by developing the career and skills of their Managers and Investigator teams through continuous closure of performance feedback loops. Is expected to setup governance mechanisms on people processes. The manager would be responsible for engaging people, identifying training needs within his teams and accordingly upskill. Responsible for creation of a roadmap based on improvement areas and career aspirations and track adherence. Should work towards creating a strong succession plan within his team. Should be able to hire the best for his teams and for Amazon as well and be able to act as a mentor.

Networking: The candidate also needs to communicate with multiple stakeholders within the organization - the peer group as well support functions to ensure smooth delivery of the processes being handled. Keep abreast of trends and fraud issues impacting the retail industry. Ensure that Amazon is leading the curve in identifying and preventing new fraud attacks.

We are open to hiring candidates to work out of one of the following locations: MNL Basic Qualifications: - 3+ years of team management experience
- 8+ years of operational and/or retail management experience
- Experience using data to influence business decisions
- Bachelor degree is required to apply for this position. Preferred Qualifications: - Should have worked as a manager of managers. Has shown consistent performance in leading people.
- Exceptional operational, managerial, analytical and interpersonal skills.
- Extensive relevant industry experience (6-10 years) across Operations, Risk, Fraud investigations etc.
- Proven experience across the domain of Risk Management & Fraud. A track record driving change and innovation
- Advanced working knowledge of MS Office (esp. MS Excel, Word)

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