RCO GAP Adv - EN, Know Your Customer - VAR (2508)

Job Description

• Good KYC Knowledge • 12+ months experience as KYC Investigator • Rotational shift availability • Peer advising experience • Risk Management & Fraud domain expertise • Strong communication skills • Coaching and leadership abilities • Adaptability to fast-paced, ambiguous environments • Virtual advising and cross-cultural competence Ideal candidate combines technical knowledge, investigative experience, and strong interpersonal skills to excel in a dynamic, global role Global operations advisor driving customer-focused actions and business metrics across teams. Partners with managers to evolve advisor role, provides trend-based feedback, and implements cross-regional solutions Works across team(s) and Ops organization WW to enable associates to take the correct action for customers and drive business metrics. Partner with managers at the sites/functions to continuously evolve advisor role and provide feedback to operations team based on the trend analysis and patterns observed through advisor-investigator working relationship. Structures and develops implementation of plans and works with Ops leaders to pilot and test new solutions and then roll-out across the broader Ops organization at country/cross-country and/or cross regional level. Basic Operations: The candidate needs to be able to drive results in a production environment. Will be accountable for responding and solving investigator queries within a defined SLA as per target. Will be answerable to managers and leaders across sites and must support her/his investigator team towards meeting the operational metrics of quality, productivity. Associate Support: The Advisor would be responsible for associate query resolution with minimal repeat contacts and establish communication in developing investigators for production work. Process Improvements: As an Advisor, the candidate would need to identify operational inefficiencies and work towards existing procedures/SOPs to be enhanced. Key job responsibilities Problem Resolution and Continuous Improvement: • Master new advising methodologies and coaching techniques • Analyze trends and implement data-driven solutions • Enhance investigator work quality for new and existing teams • Stay current on tools, processes, and training techniques • Serve as accessible KYC resource • Develop and improve existing tools • Extract insights and formulate recommendations Cross-Functional Partnerships and Collaboration: • Drive objectives through cross-functional teamwork • Influence stakeholders through effective communication • Convey analysis value to business stakeholders • Enhance training and quality assurance across teams Real-time Investigation Support: • Provide virtual support across the network • Offer deep dives, mentoring, and escalation assistance • Facilitate cross-training and knowledge transfer This role demands a proactive approach to problem-solving, strong analytical skills, and the ability to collaborate effectively across various teams and levels of the organization. • Drive customer-focused actions and business metrics across worldwide operations • Evolve advisor function through site manager partnerships and trend analysis • Develop and implement new solutions with Ops leaders • Pilot and roll out improvements across country, cross-country, and regional levels This role optimizes global operations, enhances advisor effectiveness, and scales solutions across the organization. A day in the life Key Duties: • Drive production results and resolve investigator queries within SLAs • Support team in meeting quality and productivity targets • Efficiently handle associate queries and develop investigators • Identify and address operational inefficiencies • Collaborate with Ops leaders to pilot and roll out new solutions • Analyze trends in advisor-investigator dynamics for actionable insights Preferred Qualifications: Consistent top performer with strong leadership principles KYC process expertise Coaching and Mentoring skills Short Term Advisor experience Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.