Risk Manager

Bachelor Degree, preferably in Business related disciplines.
- Minimum 2-4 years of working in a customer-service environment, preferably within a contact center handling escalation and client support / service delivery.
- Proficiency in both written/verbal English and Mandarin to handle queries and concerns from English & Mandarin speaking overseas counterparts/sellers.
- Flexibility to work various shifts, including potentially working one weekend day, full weekends, or alternative start-end times.
- Strong investigative skills to find the root cause of metric issues and the ability to provide actionable solutions to Sellers.
- Demonstrated ability to deal with ambiguity and embrace constant changes with flexibility and grace.
- Proven ownership and bias for action; willing to move quickly and decisively to resolve an issue.
- Interpersonal skills with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers.
- Demonstrated experience working with cross departmental teams with proven collaboration skills.
- Demonstrated ability as a critical thinker with the vision to work both tactically and strategically.
- High level of integrity and discretion to handle confidential information.
- Ability to compose a grammatically correct, concise, and accurate written and verbal response.

**Location**: Singapore
**Language Requirement**: English & Mandarin to communicate effectively and address queries from our Chinese speaking counterparts/sellers
Key job responsibilities
- Act as a point of escalation for outstanding issues, questions, and concerns to Amazon Sellers in a contact center environment.
- Build strong relationships with Selling Partners across the program; proactively build joint business plan action items.
- Maintain a positive and professional demeanor always portraying the company in a positive light while effectively managing critical issues.
- Liaise with other departments as required to resolve Seller issues and questions.
- Identify Seller and Risk Manager success barriers, provide solutions, and drive change through business improvement initiatives.
- Provide prompt and efficient education and service to Amazon Sellers including appropriate escalation of Sellers' issues.
- Identify proactive documentation of operational procedures required to tackle known risk related patterns.
- Contribute to a positive team environment and proactively aid team members with difficult contacts as needed.
- Actively seek solutions through logical reasoning and data interpretation skills and identify trends to appropriate channel including improvement suggestions.
- Demonstrate excellent time-management skills and the ability to work without assistance while using departmental resources, policies and procedures.
- Proven ability to work in fast paced, ambiguous environment where decisions are made without compromising on customer experience.

A day in the life
- Meets predetermined and assigned productivity targets and quality standards.
- Understands and applies knowledge on more than one complex specialty. Has been cross-trained into other AHS lines and is a SME for more than one line (PQ, OP, SPA, RP, PRA, BAP) along with all related tools, SOP's, help-pages, blurbs and workflows.
- May perform tasks which are not guided by established policies and procedures.
- May address unconventional problems, questions, or situations, taking into consideration established criteria to determine solution.
- Uses rigorous logic and methods to solve difficult Seller problems with effective solutions, probes all appropriate sources for answers, looks beyond the obvious and doesn't stop at the first answers.
- Demonstrates the ability to recognize and identify system, process and policy issues impacting our Sellers and drive business improvement initiatives, proactively providing solutions to program and product managers on areas identified for improvement.

About the team
The Account Health Assurance (AHA) program is designed to reduce Seller fear of enforcement and demonstrates Amazon's willingness to invest in Seller Success. AHA is designed to give Sellers greater peace of mind and confidence that their account would not be deactivated, by stopping account deactivation for Amazon Sellers who maintain excellent account health. Apart from changing perception, it is better for Amazon, Customers, and Sellers to keep Sellers selling by working with them to proactively fix any issues that affect their account health in lieu of account-level enforcement.
- Experience working as an AHS L4 Specialist and/or in a customer service environment, preferably within a contact center.
- Proven analytical thinking with a natural tendency to use data in decision-making and prioritization.
- Clear, crisp, and proactive documentation of operational procedures required to tackle known risk related patterns.
- High level of integrity and discretion to handle confidential information.