Fraud Investigation Operations Manager

hace 15 horas

San José, San José, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo
About the Role

We are seeking a highly skilled and experienced Fraud Investigation Operations Manager to join our team at Amazon Support Services Costa Rica SRL. As a key member of our Transaction Risk Management Services (TRMS) team, you will be responsible for overseeing and developing employee performance, implementing and managing processes, and reporting through metrics and service level agreements.

Key Responsibilities
  • Drive the strategy and vision for an operation of investigators, making independent decisions with sound judgment to manage teams and attain that vision.
  • Facilitate understanding of broader organizational tenets and strategic goals for the business.
  • Lead planning and execution of SLAs, capacity, and workflow plans for single/multiple functional areas in one or more sites.
  • Organize team structure for multiple functional areas to ensure scalability for present and future volume needs.
  • Identify opportunities and risks, dive deep, and work with internal and external teams to implement solutions.
  • Define metrics, goals, and strategic direction across functional area(s) in support of overall group vision.
  • Implement best-in-class processes and practices for maintaining and exceeding productivity and quality service level agreements.
  • Work with various Amazon internal teams (HR, Legal, Public Relations, Business teams, etc.) to provide operational support.
  • Lead initiatives and champion projects within and outside of the organization or region.
  • Innovate by driving continuous enhancements and operational efficiencies across all process areas.
  • Manage multiple teams, lead and drive development and execution of various employee development initiatives at a site level and globally.
  • Create goal-setting, performance management, and retention strategies across multiple teams.
  • Recognize development needs within and across teams and build plans to expand capabilities and provide growth opportunities for future Amazon leaders.
  • Coach and develop managers to effectively develop their employees to meet the scalability needs of present and future organizations.
  • Identify trends in team performance and recommend/implement change to constantly raise the performance levels in the team.
  • Build effective and responsive interpersonal relationships, demonstrating caring, collaboration, respect, trust, and attentiveness.
  • Communicate effectively in person, print, and email, listening and two-way feedback characterizing interactions with others.
  • Build the team and enable other staff to collaborate more effectively with each other.
  • Support the hiring strategy for teams and key functions, lead hiring plans and execution in partnership with HR for leadership and operational positions.
  • Recruit top-quality talent, develop employees, and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders.
  • Create mechanisms to help onboard all new talent to the organization, mentor others.
  • Set and balance goals across teams to optimize performance against department goals and employee development.
  • Create an environment in which people experience positive morale and recognition, and employees are motivated to work hard for the success of the business.
  • Lead by example and set the pace via expectations and behavior, providing recognition when others do the same.
  • Ensure team culture consistently demonstrates alignment with leadership principles, visibly tying department decisions to Amazon's leadership principles and tenets.
Scope of Work
  • Metrics: Consistently lead teams to meet and exceed quality, productivity, and service levels and targets.
  • People Development: Develop performance levels, career, and skills of managers and teams through continuous closure of performance feedback loops.
  • Process Improvement: Deliver significant business impacts and/or contributions to the transaction risk management business through improvement to quality, productivity, or customer experience.
  • Project Participation: Effectively participate in projects that involve multiple teams within TRMS business, consistently demonstrating timely delivery of projects on the roadmap to support the team and department vision.
  • Judgment and Discretion: Demonstrate the ability to manage sensitive customer information and maintain a high degree of confidentiality, exercising discretion in tactical and strategic decision-making/problem-solving and routinely reporting to the management chain as required.
Requirements
  • 13+ years of operational and/or retail management experience.
  • 6+ years of team management experience.
  • Experience using data to influence business decisions.
  • Experience across the domain of risk management & fraud.
Preferred Qualifications
  • 3+ years of managing medium to large-size cross-functional teams experience.
  • Knowledge of and proficiency in Excel and SQL.
  • Experience with Lean or Six Sigma analytical techniques.

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