Compliance Manager, Global Solutions and Risk Compliance (GSRC)
Job Description
Amazon is an E-commerce and Cloud Computing company with headquarters in Seattle, Washington. Since 1995, Amazon has focused on being “the world’s most customer centric company.” Our customers are worldwide, and include not just consumers, but also our sellers and vendors (selling partners). World-class retail brands and individual sellers increase their sales and reach new customers by leveraging the power of the Amazon e-commerce platform. To meet our selling partners’ needs, our smart, diverse, customer-obsessed employees are constantly innovating and building on new ideas.
The Operational Risk Compliance (ORC) organization exists to keep our customers and partners safe, protect associates, and ensure legal and regulatory compliance. We coordinate the aspects of product transactions that are regulated (distribution, shipping, sale, and import/export). Global Solutions and Risk Compliance (GSRC) is the operational arm of the ORC organization. This involves analyzing product import documentation and flagging hazardous risks. We are also responsible for keeping Amazon customers safe and informed by coordinating actions around worldwide program teams to classify products and ensure Amazon’s product listings follow regulatory and legal compliance guidelines. These actions include removing products from the site and from our warehouses, and contacting customers with pertinent sustainability information. The ORC team partners with GSRC supports regulatory compliance requirements for Amazon’s worldwide programs such as Dangerous Goods, Global Trade Services, Transport Risk Compliance, Sustainability, Extended Producer Responsibility, Chemical Safety Compliance and Food Safety. GSRC has offices across India, China, Poland, Romania, Jordan, Philippines and Costa Rica and supports compliance related needs for worldwide Amazon marketplaces.
Key job responsibilities
A Manager in GSRC team typically manages a team of up to 20 people. The role can also require managing a team of Subject Matter Experts (SMEs) and Individual Contributor (IC) that acts as support function for teams. Candidate will also be expected to interact with counterparts in other geographies and share best practices across the program and cross program. The basic responsibilities include, but not limited to –
• Own business metrics and processes, aligned with business goals; Implement KPIs(Key Performance Indicators), metrics, audit processes, and best practices to track, maintain and exceed productivity (TPH) and quality (DPMO/defects/internal audit scores) as per service level agreements. Actively manage capacity and triggers for investigations to balance supply and demand.
• Contributes to goal settings for direct team members in lines with process goals.
• Responds to escalations/analyzes data; highlights trends and gaps, and prepares data for business meetings/reviews.
• Analyze defects and develops programs that fix root causes and work with other support/tech/process excellence teams wherever required.
• Build and scale process-related solutions that have metric impact through multiple projects and automation; drive adoption of solutions across teams.
• Review SOPs, processes, and tools to ensure that proactive changes have a positive impact on process and team performance.
• Prepare and share scorecards monthly following leadership aligned timelines, ensuring effective performance management and optimum employee experience. Acknowledge and reward strong performers.
• Guide new joiners to meet training goals during onboarding and training phases, providing coaching as necessary.
• Recruit top-quality reviewers/classifiers and develop their skills by setting SMART goals and driving developmental plans. Provide regular coaching and feedback to help them grow in functional and leadership skills, expanding team capabilities which provide growth opportunities for future leaders.
• Ensure direct team members adhere to their schedules by punching in and out on time daily, accurately tracking their activities as productive or non-productive and applying leaves on the amazon portal to avoid impact to Utilization and productivity.
• Additional responsibilities may involve taking part in analyzing data trends for planning for the program, ensuring process hygiene for multiple functions, onboarding new processes and running cross program initiatives regarding people engagement.
Basic Qualifications
• 5 years+ working experience and 2+ years' experience in service delivery/operations/project management; ability to thrive within a fast paced metrics driven environment
• Minimum 2 years' experience in people management and complex metrics management
• Responsible for performance and development of a downstream team of at least 15 to 20 people in operations
• Be good at data analysis and dive deep; able to work with priority
• Excellent communication skill in both Chinese and English
Preferred Qualifications
• Qualifications: Graduate in any stream overall work experience of minimum 5 years
• Strong Analytical ability Good in verbal and written business communication
• Master of Business Administration from tier 1/tier 2 college Lean Six Sigma Green Belt/ Black Belt PMP/Prince Certified