Amazon

Senior Operations Analyst, Refund Operations, India Payments

Posted On

Aug. 22, 2024

Location

Bengaluru, Karnataka

Experience Level

Freshers/Experienced

Job Type

Fulfillment & Operations Management

Apply By

Oct. 1, 2024

Job Description

Amazon is a fast paced, dynamic company with a focus on being the most customer-centric company in the world. Amazon offers services to retailers in India to sell on www.amazon.in and grow multi-channel commerce. Amazon is known across the globe as the most trusted company on the Internet. We are committed to delivering an exceptional customer experience.

Amazon Payments processes billions of secure on-line transactions via a number of payment mechanisms, including credit cards, convenience store payment, net-banking, digital cash, cash on delivery and electronic gift certificates. Amazon Payments owns and maintains the software platform which processes 20+ payment methods worldwide. Transactions are processed on behalf of thousands of merchants, including Amazon.in.

The team is responsible for refund operations for offline use-cases, processor performance monitoring, cashback configuration & reconciliations, processing of seller disbursements & customer COD refunds, chargeback operations and process automations. This team drives operational efficiency and escalation reduction opportunities. Additionally, team owns the Process and Policy definition and policy implementation. This team also manages the operational relationship with third party payment partners, advocating for customer experience and driving operational improvements.

This position will be part of Refund Operations for A.IN marketplace business. As part of refund operations, this role will focus on bringing sanity across refund operations, resolution of stuck workflows, and working with technology and product teams to drive improvement and efficiency in refund workflow management.

The role will focus on handling critical activities which are crucial for providing seamless payment experience for our customers. The role will include work closely with Product, Tech, Data Engineering, Analytics teams to resolve issues and put long term solutions in place. It will also include extensive interactions with external stakeholders(Processors, Banks etc).

The candidate needs to drive continuous improvements to existing processes, handle large data/files, and automate non value add steps with help of RPA. This position requires a proactive, highly motivated individual with an aptitude for streamlining processes and who can work independently to deliver accurate and timely results. This role is required to serve as a hands-on analyst, gathering data and driving projects to completion. He/She, along with the program manager, will interface with the various internal teams in a highly agile environment.

The ideal candidate is a motivated self-starter that can work independently in a fast paced, ambiguous environment with limited supervision. He or she must be a fast learner, who can quickly absorb the nuances of Amazon's varied payment offerings as well as the behavior of Amazon's internal systems. He or she will be analytical and data driven in decision making, with a demonstrated ability to drive issues to completion. The candidate must have superior verbal and written communication skills and be comfortable presenting issues to management.

Key job responsibilities
2-5 years of experience working across operations, e-commerce or retail.
1-2 years of experience for delivering activities from teams that she/he didn’t directly own.
Ability to communicate and work with a wide range of internal and external teams.
Working knowledge of Excel
Open to learn database applications, SQL queries and other analysis tools.
Superior verbal and written communications skills; particularly, the ability to deliver analysis in a clear and actionable format.
Proven ability to define effective and scalable processes and drive continuous improvement through root cause identification and measuring the success of those initiatives.

About the team
Refund Operations, within Operations charter at Amazon Pay is a team which provides high visibility and unparalleled learning in the payments space. The team works towards providing a seemless refunds experience. The unit helps process offline refunds and helps in resolution of stuck refund workflows.- Bachelor's degree
- 3+ years of experience in E-Commerce, or Payments

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