Manager- Sanctions Investigators: 1. 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:
Ø 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.
Ø Regularly reports out team’s performance against goals, action plans taken and drive performance based on them
Ø Coaches their team members individually and periodically on performance across metrics and career aspirations
Ø Accountable for performance management, increased availability and adherence, retention strategies
Ø Acts as primary point of contact for on-the-floor issues related to investigationsPeople Development:
Ø Ensuring regular connects with the investigators and identifying the way forward for employee growth.
Ø The manager would be responsible for people engagement, identifying training needs and accordingly upskilling the team members
Ø Responsible for creation of a roadmap/development plan based on improvement areas and career aspirations and track adherence
Ø Possess ability to recruit excellent team members into their team and Amazon. Reward strong performers and manage up or out weak ones Process Improvement:
sing 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
Ø Conducting regular brown bag sessions with team members to identify tool & SOP enhancement opportunities and reporting it to the appropriate audience
Ø 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