Risk Operations Manager

Business proficient fluency in both written and verbal English and Mandarin to handle queries and concerns from our overseas counterparts/sellers.
- At least 2-5 years of experience working in relevant industries such as law, customer service, investigations, project management, people management would be an added advantage.
- Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
- Excels at providing coaching and mentoring to others with a goal of achieving success. Advocate for AHS Risk Specialist engagement, fostering teamwork and collaboration towards achieving team goals.
- Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.

Job summary
The Risk Operations Manager within the Account Health Support (AHS) Team acts as the primary interface between Amazon and our business partners. We obsess over providing world class support to Sellers doing business on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.

The AHS Risk Operations Manager drives efficiencies and is accountable for creating a high-performance culture that motivates AHS Risk Specialists to demonstrate levels of ownership, accountability and seller advocacy that enable the vision of a remarkable Seller experience. As a front-line manager of 10-15 AHS Risk Specialists, the AHS Risk Operations Manager provides coaching, guidance, and mentorship to drive achievement of individual and team performance goals and works across teams and Operations organization at country, regional and/or cross regional level to drive improvements and enablers to implement solutions specialist engagement, seller experience, AHS process workflow and performance metrics. The AHS Risk Operations Manager supports risk assessments, escalation, and mitigation strategies. They identify opportunities to improve our processes and controls to mitigate risk and improve financial and operational performance. The AHS Risk Operations Manager contributes to the development of risk mechanisms to help the business identify and evaluate internal/external risks, and help define the technology, processes, and control improvements required to mitigate them.

The AHS Risk Operations Manager leads medium to large complex, cross-functional strategic projects and opportunities. In addition to engaging with global partners, they drive improvements and identify key investment areas for the workforce and prioritize based on Account Health Support program needs. They are required to demonstrate a combination of practical and intellectual skills having the ability to shift and adapt to different tasks that vary between complex analyses, hands-on project, and operations management.

Key job responsibilities
- Manage attendance, behavior and performance of 5-15 AHS Risk Specialists through effective 1:1 meetings, coaching, and mentorship; direct line management for the AHS Risk Specialist role.
- Implement performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.
- Partner with AHS Program Management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.
- Maintain a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
- Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
- Manage multiple high-visibility and complex cross-functional projects, resolving conflicts and assessing the impact of strategic initiatives.
- High ability to support, structure and deliver concise, data driven narratives in order to drive priorities; by translating data into compelling stories which connect findings from different sources and synthesize them into one complete picture.
- Bachelor’s Degree.
- Solution focused, with passion for people leadership and a drive to nurture a culture of innovation reinforcing the value of the Amazon Leadership Principles.
- Demonstrated ability to lead by example, motivate others to excellence and insist on the highest standards around performance, behaviors, and Seller interactions.
- Demonstrated analytical and quantitative skills to use data and metrics to back up assumptions and develop business cases.
- Proven ability to take ownership, self-motivate, and deliver results in highly ambiguous environments.
- Fosters a positive team environment and collaboration within the site and globally.
- Easily approachable and cooperative; a team player that easily gains the trust and