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Investigations Manager

Job Title: Investigations Manager
Contract Type: Permanent
Location: Longford
Industry:
Salary: Not Specified
Reference: 9313c478-5646-4f0a-a049-e833b020746b
Job Published: November 12, 2020 23:01

Job Description

Job Description

To act as part of the Repeat Contact Management (RCM) program, the RCM Investigations Manager will be responsible for supporting and managing the individual performance of a group of circa 10 employees. Additionally, the Investigations Manager, will be in charge of supporting the program development and growth.

RCM aims to handle customer accounts that have had two or more manual RAD cycles and receive dedicated support by selected investigators. Aiming for a first contact resolution to make EU sellers compliant with EU and UK regulations, the RCM Investigators utilise phone and email communication with customers aimed at driving awareness around the KYC process and resolution of their cases. Additionally, investigators perform a root cause analysis of each customer they review, to identify gaps in Amazon processes as well as systematic issues affecting Selling Partners.

The RCM Investigations Manager will have to be able to operate in an ambiguous environment with shifting priorities and focus both on the management of the individuals that are part of the team, as well as the improvement of the program itself. The RCM Investigations Manager should be able to perform root cause analysis of the cases their team is handling, as well as working with the ACES and Program Management team to submit proposals and recommendations. Finally, the RCM Investigations Manager has to be able to ensure the productivity and quality standards of his team while also managing the administrative side of individuals based across multiple locations. Such effort will require this individual to be able to create goals, recurring monitoring of performance and reporting mechanisms for the wider team.

Position Responsibilities:

· Ensure the continuous support of all RCM accounts handled by the team. · Validate the support provided by investigators on phone to or via email. · Oversee the allocation new RCM Selling Partners to the team and ensuring resolution in a timely manner. · Ability to adjust priorities and requirements basis business needs and instruct the team to adapt where appropriate. · Ensuring compliance with KYC and Amazon procedures by team members. · Closely liaise with the ACES and PM team, as well as the overall RCO management team to provide insights and use cases based on customer feedback and investigators review. · Maintain all relevant SharePoint trackers and associated data repositories ensuring full data integrity and resolving any identified gap-analysis issues. · Audit the quality of the 5 Whys analysis performed by the team, coach and instruct investigators to support their development and the quality of their suggestions. · Collaborate with the ACES team to produce, as required, metric reports and/or summary reports for the wider RCO and CTPS business. · Identify, suggest and drive opportunities for process improvement within all Compliance functional areas and work with relevant teams to ensure their completion.

Interacts With/Dependencies: · ACES Program Managers, GPO Team. · Investigations Managers. · Identified contacts within wider business areas including (but not restricted to) Selling Partner Support, Customer Services, Retail, Seller Experience Team & Compliance team. · Other RCM teams across CTPS.

Candidate Description

· Bachelor degree · Excellent communication skills · Experience in operations in multinational companies. · Ability to hire and develop a team · Relevant industry experience in operations, risk, fraud investigations etc. · Operational excellence skill & project management experience. · Operational, managerial, analytical and interpersonal skills · Proficient knowledge of MS Office (esp. Word, Excel and SharePoint).

· Previous experience in KYC. · Knowledge of RCO and/or CTPS. · Exposure to maintenance of high performance standards with regards to quality and productivity. · Proven ability to work in a fast-paced environment under limited supervision. · Exposure to voice contact center operations · Experience in seller supporting or customer focused fields

This role can be based out of one of the RCO sites in: LHR, ORK, PRG, BCN, Registration and Compliance Operation (RCO) is looking for an experienced manager with a passion for innovation and focus on customer experience to lead a team based across the EU RCO sites that supports the registration and on-boarding of Amazon's Selling Partners in the EU Marketplaces., · Bachelor degree · Excellent communication skills · Experience in operations in multinational companies. · Ability to hire and develop a team · Relevant industry experience in operations, risk, fraud investigations etc. · Operational excellence skill & project management experience. · Operational, managerial, analytical and interpersonal skills · Proficient knowledge of MS Office (esp. Word, Excel and SharePoint).

· Previous experience in KYC. · Knowledge of RCO and/or CTPS. · Exposure to maintenance of high performance standards with regards to quality and productivity. · Proven ability to work in a fast-paced environment under limited supervision. · Exposure to voice contact center operations · Experience in seller supporting or customer focused fields