Manager II, IPV - Bengaluru, India - ADCI - BLR 14 SEZ

Description

At Amazon we believe that every day is still day one.
We are working to be the most customer-centric company on earth. To get there, we need talented, bright, and driven people.

If you are considering taking your career to the next level and would like to work in a dynamic, innovative environment, this is your chance to make history by joining Registration Repeat Contact Management ecosystem.

In this role you will be a part of the R&C Shared Services (SS) organisation, and will be our leading our Repeat Contact Management (RCM) team.

RCM Manager sets the vision, direction, and culture of their team by driving process improvement, motivating a team, customer-obsessed RCM Advisor Specialists, while maintaining singular focus on ensuring and improving a world-class customer experience.

This position requires ability to facilitate and execute quality process gap write ups as well as the ability to take key business decisions, working backwards from our customers and business goals

Key job responsibilities

• Successful leadership and development of a team of RCM Advisor Specialists and RCM managers based in Europe, India, and other sites as needed
• Manage individual and team performance expectations and goals, maintaining service levels, and holding his/her team/s accountable to meet and exceed performance targets.
• Support your team in conducting highly sensitive investigations, ensuring high quality standards for root cause analysis and corrective and preventative recommendations
• Support in narrative / deep dive write ups to drive process and tool changes
• Lead continuous improvement projects, and drive standardisation in procedure across geographies and organisations, collaborating with key partners
• Leading performance and business reviews for the RCM program

A day in the life

The primary role of this position is to provide leadership and guidance to the teams under supervision, manage front line managers and RCM Advisor Specialists to achieve the program goals, while working closely with Global Process Owners (GPOs), Ops Functional Leads & Leads for different RCO support functions to drive metrics and improvement projects focused on customer experience.

We are open to hiring candidates to work out of one of the following locations:

Bangalore, KA, IND

BASIC QUALIFICATIONS

• 2+ years of team management experience
• 5+ years of operational and/or retail management experience
• Experience using data to influence business decisions
• Bachelor's degree or equivalent
• Extensive relevant industry experience (5+ years) across operations, customer service, sales, fraud investigations and/or compliance, etc.
• 2+ years of supervisory experience
• Project management experience
• Customer service / Sales experience
• Advanced working knowledge of MS Office (esp. MS Excel, Word)
• English written and verbal skills coupled with the ability to comfortably and confidently present to all levels within the business
• Analytical aptitude, including the ability to mine and analyse large, complex data sets

PREFERRED QUALIFICATIONS

• Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level
• Experience in operational excellence using six sigma methodologies
• Six Sigma Lean, green belt certified or equivalent working experience.
• Advanced qualifications such as MBA would be advantageous