Amazon

RCO GAP Adv - EN, Know Your Customer - VAR (2508)

Posted On

Jan. 17, 2025

Location

Bangalore, Karnataka

Experience Level

Freshers/Experienced

Job Type

Investigation & Loss Prevention

Apply By

Feb. 4, 2025

Job Description

Internal Only

Location - India

Works across team(s) and Ops organization WW to enable associates to take the correct action for customers and drive business metrics.

Partner with managers at the sites/functions to continuously evolve advisor role and provide feedback to operations team based on the trend analysis and patterns observed through advisor-investigator working relationship.

Structures and develops implementation of plans and works with Ops leaders to pilot and test new solutions and then roll-out across the broader Ops organization at country/cross-country and/or cross regional level.

Basic Operations: The candidate needs to be able to drive results in a production environment. Will be accountable for responding and solving investigator queries within a defined SLA as per target.
Will be answerable to managers and leaders across sites and must support her/his investigator team towards meeting the operational metrics of quality, productivity.

Associate Support: The Advisor would be responsible for associate query resolution with minimal repeat contacts and establish communication in developing investigators for production work.

Process Improvements: As an Advisor, the candidate would need to identify operational inefficiencies and work towards existing procedures/SOPs to be enhanced.

Key job responsibilities
A successful Global Advisor will have the following responsibilities:
1. Problem Resolution and Continuous Improvement:
* Continues to gain exposure to new advising methodologies, processes, software, or coaching techniques
* Conducts analysis on data points to identify trends. Takes action with trend information by effectively analyzing data on a problem-to-solution level
* Provides inputs to Improve the quality for investigator’s work, new hires and existing team
* Maintains expertise in role by staying current on tools, process, procedures, and training techniques
* Maintains a high level of accessibility as a general resource for KYC.
* Conduct Analysis, identify problems and drive resolution to develop and enhance existing tools
* Extract Insights / Formulate Recommendations

2. Cross-Functional Partnerships and Collaboration
* Contribute to cross-functional teams to drive common objectives
* Communicate effectively in both verbal and written form to influence supervisors and functional peer groups
* Communicate analysis and work with business stakeholders to understand its value
* Partners with other teams on training, curriculum or quality assurance enhancements

3. Provides real time investigation support and knowledge transfer through all virtual channels across the network
* Provides support as and when required for deep dives, mentoring, escalations and cross training

Basic Qualifications
EN HRR + UK knowledge required.
Should be an investigator with a process knowledge in KYC function with 12 months + tenure.
Willingness to work in rotational shifts.
Should have had the exposure of advising peer Investigators.
Experience across the domain of Risk Management & Fraud and knowledge of Advisor function.
Verbal and written communication skills.
Coaching and leadership skills that bring out the best of the team.
Should have ability to deal with ambiguity in a constantly changing/ fast-paced environment.
Ability to adapt to virtual advising and appreciation towards cross-cultural nuances.

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