FLOOR MANAGER – Job ID: 1732094 | APIPL – Karnataka – IN, KA, Bengaluru

Amazon

  • Full Time

DESCRIPTION

About Amazon: Amazon is a fast paced, dynamic company with a focus on being the most customer-centric company in the world. Amazon offers services to retailers in India to sell on www.amazon.in and grow multi-channel commerce. Amazon’s Payments team supports the Amazon platforms in providing a safe, secure and trusted payment experience to our customers. As part of the Payments team, KYC Operations owns and drives KYC execution for all Amazon Pay Wallet customers as a regulatory requirement.
About the Role: The role is expected to manage execution for Amazon Pay Backend KYC investigators team & drive KRA with strong operational risk framework. This is critical to execute and meet RBI guidelines applicable for all PPI (Pre-Paid Instrument) license holders. We are looking for an individual who is passionate and capable to pro-actively lead the team of backend investigators in such a way that it is improves the productivity, quality and efficiency of the tasks performed by our backend verification agents at their dedicated sites / location, so as to ensure the verification completed by investigators meet Amazon standards and guidelines. The role will be responsible to all metrics for daily BAU management, SOP adherence, Reject Rate, Reg Compliance breaches, SLA Adherence, etc. Given this area has a high regulatory compliance bar, ensuring we operate within a strict process compliant boundary is critical. The incumbent will be required to ensure adequate process controls and mechanisms are in place to proactively identify any channel malpractices both from compliance and billing perspectives. Along with this, enforcing penalties to drive compliance would be the key input.

This position requires a proactive, highly motivated individual with an aptitude to drive innovative approaches and subsequent implementation of the verification process of customer KYC details. A successful candidate will not only have to manage operations but also carry a risk management perspective. This role requires an individual with excellent investigative & communication skills, and past agency management experience is a must. The individual will have to be a self-starter with strong attention to detail, an ability to work in a fast-paced and ever-changing environment. This position is expected to have sufficient operations management experience.

ROLES AND RESPONSIBILITIES:
– Acts as a single POC for a site, handle live operations wherein decisions have to be taken on the spot and actions needs to be initiated right away
– Manage the floor staff by delegating their roles based on the Amazon demand requirements
– Partner with site owners to define priorities and operational goals according to Amazon demand requirements
– Monitor the floor agents’ productivity/performance and provide the required trainings on regular intervals to improve their productivity.
– Publish reports on daily and weekly site performance metrics to Amazon leadership team.
– Plan weekly and fort-night reviews with site owners and submit the reports to Amazon leadership team.
– Prepare the hiring plan based on the demand projections during peak, coordinate with the site owners and get staff hiring closed within desired timeline.
– Translate established guidelines into daily work practices
– Make sure the site is adhered to Amazon’s standard SOP, regulatory guidelines and always be prepared for concurrent audit to ensure zero process breach
– Establish SOPs, process controls, recommend revisions and ensure alignment with business goals
– Maintaining strict confidentiality and follow all applicable Amazon policies for securing confidential information
ESSENTIAL SKILLS:
– Strong leadership capabilities and people management skills
– Strong execution skills, Action oriented, go getter
– Ability to work under pressure situations
– Ability to work in ambiguous situations and to come out with solutions as per the situations faced

BASIC QUALIFICATIONS

– A graduate with 2-4 yrs. of experience of handling operations in a customer facing environment
– People management experience and handling team is highly desirable
– Experience in handling live operation preferred (wherein decisions have to be taken on the spot and actions needs to be initiated right away)
– Experience in process improvement preferred with additional benefits for knowledge of specific methodologies such has six sigma etc.

PREFERRED QUALIFICATIONS

– Any graduation
– A self-motivated person with the ability to motivate the team
– 2-4 yrs of experience in managing a process and people
– Good analytical and problem solving skills
– Proficiency in MS office & Excel
– Strong written and oral communication skills in English

Job Overview