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Investigation Manager

Souq.com, An Amazon Company
Cairo, Egypt
Posted 5 years ago
99People have clicked1 open position
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Job Details

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Job Description

Summary of Responsibilities:

The manager will be responsible to work as a front line manager of investigators. In charge of managing a team of Investigation specialists/Compliance Investigators who investigate transactions on Amazon.com platforms and take appropriate actions based on processes, tools and high-judgment decisions. The incumbent is required to demonstrate performance in the following areas:

Metrics Management:

  • Consistently leading their team to meet/exceed service levels. Maintain the performance metrics of all team members, and help the team deliver results at the expected levels.
  • Regularly reports out team’s performance against goals, action plans taken and drive performance based on them
  • Coaches their team members individually and periodically on performance across metrics and career aspiration
  • Accountable for performance management, increased availability and adherence, retention strategies
  • Acts as primary point of contact for on-the-floor issues related to investigations

People Development:

  • Ensuring regular connects with the investigators and identifying the way forward for employee growth.
  • The manager would be responsible for people engagement, identifying training needs and accordingly upskilling the team members
  • Responsible for creation of a roadmap/development plan based on improvement areas and career aspirations and track adherence
  • Possess ability to recruit excellent team members into their team and Amazon. Reward strong performers and manage up or out weak ones

Process Improvement:

  • Using their visibility into team’s performance, in highlighting areas for creation of new metrics, participating in root cause analysis and reporting it to the appropriate audience
  • Conducting regular brown bag sessions with team members to identify tool & SOP enhancement opportunities and reporting it to the appropriate audience
  • Partners with all stake holders and actively participates in tool, SOP and process enhancement activities
  • Effective handling of escalations and creating COE (Correction of Error) documents to improve processes impacting customer/partner/seller experience

Job Requirements

Basic Qualifications:

  • Proven track record of managing people directly in earlier roles.
  • Should have minimum 4 years of overall professional experience
  • Displays strong management skills across desired competencies
  • Should be able to demonstrate excellent interpersonal and analytical skills
  • Well versed with Operations related roles and responsibilities, with relevant industry experience across Operations & Risk investigations
  • Adept at prioritizing work allocation and driving team members to meet/exceed all agreed KPI’s
  • Bachelor degree is a must to apply for this position
  • Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills
  • The Manager will be required to engage in frequent written and verbal communication with department management, risk analysts, risk engineers, other company associates and third-parties to accomplish goals. They may also be required to contact customers by phone.
  • Candidates must possess multi lingual skills Arabic, along with and English. Expertise in both written and verbal communication across these languages is mandatory.

Preferred Qualifications:

  • Domain specific expertise in Compliance management, Sanctions Screening and AML will be an added advantage
  • For Language Orgs: Multi-lingual skills (Arabic, English ) or experience in Managing Multi-lingual team members/ Processes in these languages

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