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Job Description
Working in a dynamic environment, you will be responsible for making sure the experience for our customer and sellers is seamless.
Your key responsibilities include but are not limited to:
- Delivers medium to large scale projects from initiation through delivery.
- Writes effective functional specifications based on business requirements.
- Identifies key milestones. Documents and manages project schedule with input from program/project team.
- Set up & manage metrics for processes such as Refunds, Disbursements etc. for all payment methods (Success Rate, SLA etc.)
- Recommend business actions based on analytical findings. Includes defining new metrics, techniques, and strategies to improve the metrics.
- Understand how the payments systems work from the core, to the design & capabilities.
- Work with multiple teams like Tech, Product and Business to sort out existing issues and help build long term solutions
- Work on Customer escalations. Identify issues and fix them. Use Amazon’s tools to problem solve and validate solutions.
- Work with internal & external Partners (Banks, Processors, network & Acquirers) as part of process and make sure the experience is seamless.
- Lead programs to drive automation of manual efforts throughout the end to end business process.
- Create SOPs for various payment processes like Transaction failures management, refund, disbursements recon and help Operations team to make right decisions.
- Identify & fix experience gaps like resolving controllable failure reasons through the eco-system.
- Drive self-service for initiatives such as seller Support, Customer Service for refunds, disbursements related contacts
- Analyze trends at industry level and other relevant data and come up with opportunities to improve the experience with effective and innovative solutions.
The successful candidate will:
- Demonstrate intense Customer/Seller focus and highest level of integrity, intellectual honesty, and strong work ethic.
- Be sharp, analytical, and thoughtful. Thoroughly thinks through problems to come up with solutions.
- Proven ability to successfully thrive in an ambiguous environment and changing market conditions.
- Takes initiative. Doesn't wait to be asked. Plans efficiently while avoiding analysis paralysis.
- Strong team player, acts like an owner, and ultimately focused on delivering results with high standards.
- High attention to detail and proven ability to manage multiple, competing priorities simultaneously.
- Superior verbal and written communications skills; particularly, the ability to deliver analysis in a clear and actionable format. Deliver effective presentations of findings and recommendations to multiple levels of stakeholders.
Job Requirements
BASIC QUALIFICATIONS
- Experience in a highly analytical, results-oriented environment with external customer interaction.
- Proven analytical skills and demonstrated ability to manage the business “by the numbers”. Must be metrics-driven.
- Track record of managing metrics and improving performance with clients
- Proven analytical and quantitative skills (including proficiency with tools such as Excel and Access) and an ability to use data to back up assumptions and develop business cases.
- Proficient knowledge in working on SQL is a plus.
- A bachelor's degree at a well-regarded institution in an analytical field (e.g. Economics, Computer Science, Mathematics, Statistics, or Finance)
- 4 to 5 years of work experience analyzing data with strong statistical, quantitative modeling & Program Management skills.
PREFERRED QUALIFICATIONS
- B.E /B.Tech/MCA
- Proficiency in SQL & VBA
- An ability to think quantitatively and qualitatively about operating processes and outcomes
- Proven experience in identifying opportunities for business improvement, and defining and measuring the success of those initiatives.
- Experience with Payments team would be an added advantage.
- Strong interpersonal and leadership skills.
- Strong written and verbal communication skills.
- Strong attention to detail and organizational skills.
- Strong problem solving, initiative and follow-through skills.
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