The role is expected to manage execution for Amazon Pay Video KYC 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 in such a way that it is improves the productivity, quality and efficiency of the tasks performed by our makers and checkers at their dedicated sites / location, so as to ensure the verification completed by them meets Amazon standards and guidelines. The role will be responsible to monitor 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.
Key job responsibilities
Supervisor for 20+ employees (makers and checkers), handle live operations wherein decisions have to be taken on the spot and actions needs to be initiated right away.
- Manage the staff by delegating their roles based on the Amazon demand requirements.
- Manage employee roster and workforce planning.
- Collaborate with managers to define priorities and operational goals according to Amazon demand requirements.
- Monitor the employees’ productivity/performance, maintain scorecards, and ensure trainings on regular intervals to improve their productivity.
- Publish daily and weekly reports on employee performance metrics to Amazon leadership team.
- Plan weekly and fort-night reviews with managers and submit the reports to Amazon leadership team.
- Prepare the hiring plan based on the demand projections during peak, coordinate with the manager 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
- Maintaining strict confidentiality and follow all applicable Amazon policies for securing confidential information
- A graduate with 3-5 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.
- Any graduation with 3-5 yrs of experience in managing a process and people
- A self-motivated person with the ability to motivate the team
- Good analytical and problem-solving skills
- Proficiency in MS office & Excel
- Strong written and oral communication