Risk Manager

DESCRIPTION

Location: Singapore
Language Requirement: English & Mandarin to communicate effectively and address queries from our Chinese speaking counterparts/sellers
Working Hours: 9 hours work week, however alternative start-end times is subjected to business needs and changes Shift Requirement: Required to work on one or both weekends and/or Public Holidays Note: Candidate must be authorized to work in Singapore without sponsorship

The Risk Manager within the Account Health Support (AHS) Team acts as the primary interface between Amazon and our business partners. We obsess over providing world class support to Sellers doing business on the Amazon platform. We strive to predict the Seller’s needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers. The Account Health Support (AHS) Risk Manager relies on excellent judgement to plan and accomplish goals and will work under very limited supervision of the Program Manager. Excellent individual problem-solving and analytical skills are used to authenticate complex transactions and accounts. The successful AHS Risk Manager is an expert communicator and problem solver obsessed with Seller success. They have a passion for proficiency, and efficiently navigate formal and informal channels to advocate on the Seller’s behalf. The AHS Risk Manager takes full ownership of their functional issues, offers high quality solutions, and are the champion for proactive improvements. They are a technically competent, self-motivated individual with the objective to deliver sustainable results that improve the Seller experience. The AHS Risk Manager is responsible for engaging in frequent written and verbal communication with Sellers, risk partners, and internal leadership teams to accomplish goals. They apply risk-management best-practices and methodologies to mitigate issues they manage, improve processes, and resolve blocking problems. AHS Risk Managers specialize in multiple policy verticals based on complexity. As a Subject Matter Expert, they are able to multi-task utilizing a wide variety of tools to navigate Seller accounts, research and review policies, and communicate effective solutions. They utilize this expertise to make decisions regarding viability of actionable steps taken to resolve the issue and own risk assessment decisions based on severity.

The AHS Risk Manager engages in frequent written and verbal communication with Sellers, department management, risk analysts, and other company associates to accomplish their goals. They interact with our Sellers using multiple communication mechanisms with objectives of coaching and helping them with account health related topics. Up to 70% of their day could be inbound and outbound phone contact. The successful AHS Risk Manager is able to redirect difficult conversations as they engage with Sellers who are in poor standing. The ideal candidate demonstrates ability to lead by example, motivate others to excellence and insist on the highest standards around performance, behaviors, and Seller interactions. The candidate may have experience in specialized investigations or escalations. All candidates must be capable of succeeding in a fast-paced team environment with minimal supervision and a high degree of accuracy. AHS Risk Managers are tenacious, enthusiastic, and passionate about the employee and Seller experience.

Key job responsibilities
• Act as a point of escalation for outstanding issues, questions, and concerns to Amazon Sellers in a contact center environment.
• Build strong relationships with Selling Partners across the program; proactively build joint business plan action items.
• Maintain a positive and professional demeanor always portraying the company in a positive light while effectively managing critical issues.
• Liaise with other departments as required to resolve Seller issues and questions.
• Identify Seller and Risk Manager success barriers, provide solutions, and drive change through business improvement initiatives.
• Provide prompt and efficient education and service to Amazon Sellers including appropriate escalation of Sellers’ issues.
• Identify proactive documentation of operational procedures required to tackle known risk related patterns.
• Contribute to a positive team environment and proactively aid team members with difficult contacts as needed.
• Actively seek solutions through logical reasoning and data interpretation skills and identify trends to appropriate channel including improvement suggestions.
• Demonstrate excellent time-management skills and the ability to work without assistance while using departmental resources, policies and procedures.
• Proven ability to work in fast paced, ambiguous environment where decisions are made without compromising on customer experience.

A day in the life
• Meets predetermined and assigned productivity targets and quality standards.
• Understands and applies knowledge on more than one complex specialty. Has been cross-trained into other AHS lines and is a SME for more than one line (PQ, OP, SPA, RP, PRA, BAP) along with all related tools, SOP’s, help-pages, blurbs and workflows.
• May perform tasks which are not guided by established policies and procedures.
• May address unconventional problems, questions, or situations, taking into consideration established criteria to determine solution.
• Uses rigorous logic and methods to solve difficult Seller problems with effective solutions, probes all appropriate sources for answers, looks beyond the obvious and doesn’t stop at the first answers.
• Demonstrates the ability to recognize and identify system, process and policy issues impacting our Sellers and drive business improvement initiatives, proactively providing solutions to program and product managers on areas identified for improvement.

About the team
The Account Health Assurance (AHA) program is designed to reduce Seller fear of enforcement and demonstrates Amazon’s willingness to invest in Seller Success. AHA is designed to give Sellers greater peace of mind and confidence that their account would not be deactivated, by stopping account deactivation for Amazon Sellers who maintain excellent account health. Apart from changing perception, it is better for Amazon, Customers, and Sellers to keep Sellers selling by working with them to proactively fix any issues that affect their account health in lieu of account-level enforcement.

BASIC QUALIFICATIONS

• Bachelor Degree, preferably in Business related disciplines.
• Minimum 2-4 years of working in a customer-service environment, preferably within a contact center handling escalation and client support / service delivery.
• Proficiency in both written/verbal English and Mandarin to handle queries and concerns from English & Mandarin speaking overseas counterparts/sellers.
• Flexibility to work various shifts, including potentially working one weekend day, full weekends, or alternative start-end times.
• Strong investigative skills to find the root cause of metric issues and the ability to provide actionable solutions to Sellers.
• Demonstrated ability to deal with ambiguity and embrace constant changes with flexibility and grace.
• Proven ownership and bias for action; willing to move quickly and decisively to resolve an issue.
• Interpersonal skills with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers.
• Demonstrated experience working with cross departmental teams with proven collaboration skills.
• Demonstrated ability as a critical thinker with the vision to work both tactically and strategically.
• High level of integrity and discretion to handle confidential information.
• Ability to compose a grammatically correct, concise, and accurate written and verbal response.

PREFERRED QUALIFICATIONS

• Experience working as an AHS L4 Specialist and/or in a customer service environment, preferably within a contact center.
• Proven analytical thinking with a natural tendency to use data in decision-making and prioritization.
• Clear, crisp, and proactive documentation of operational procedures required to tackle known risk related patterns.
• High level of integrity and discretion to handle confidential information.
• Demonstrated ability to solve complex investigations or escalations.
• Proven track record of complex and creative problem solving and the desire to create and build new processes.

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