KYC Investigation Manager, VRMO

Amazon.com, Inc.; Greater London; On-site; GBP 65,000 - 85,000; Full time

Job summary

A leading global e-commerce firm seeks a strong leader for their Verification and Risk Management Operations team. The role involves managing a high-performing team, ensuring compliance, and driving operational excellence through innovative processes. Candidates should have substantial experience in people management within fast-paced environments. A Bachelor's degree and advanced skills in MS Office are preferred. This position requires excellent analytical and communication skills, alongside a commitment to team development and quality enhancement.

Qualifications

• At least three years’ experience in an operational people management role.
• Substantial people management experience in a metric-driven team.
• Experience managing AML and Compliance teams.

Responsibilities

• Supervise the activities of the VRMO staff.
• Manage a team of Team Managers.
• Create and monitor reports for team performance tracking.
• Implement best practices for productivity and quality.

Skills

Leadership

Analytical skills

Communication skills

Detail-oriented

Decision-making

Education

Bachelor's degree or above

Tools

MS Office (especially MS Excel)

SQL

Job description

Job ID: 3115894 | Amazon Ireland Support Services Limited

Join one of the most important teams at Amazon and make a difference. The Verification and Risk Management Operations (VRMO) team is charged with safeguarding all Amazon marketplaces to ensure long‑term buyer satisfaction with their experiences. We achieve this through a combination of automated and manual investigations of the buyers and sellers on our marketplace.

Key job responsibilities

• Supervise, coordinate, and direct the activities of VRMO staff.
• Manage a team of Team Managers and take appropriate actions based on processes, tools, and high‑judgement decisions to preserve the buyer and seller experience.
• Provide leadership support to their team and manage them to achieve and constantly improve service levels based on forecast and capacity, by meeting / achieving targets, deliver process improvement, ensure roadmap project execution (and identify new ones), and focus on the people development of their team.
• Recommend and implement changes to process and work methods. Innovate and design new or improved processes to support the business needs.
• Create and monitor reports and metrics for tracking purposes for on‑going monitoring as well as new products. Identify trends in team performance and recommend/implement change to constantly raise the performance levels in the team.
• Implement best‑in‑class processes and practices for maintaining and exceeding productivity, quality and service level agreements.
• Provide focused feedback loops for managers based on crisp performance and quality data. Reward good performers and performance‑manage low performers.
• Analyze the key levers of the business to identify trends and proactively act to improve quality and efficiency. Recruit top‑quality investigators.
• People development: develop the career and skills of their Managers and Investigator teams through continuous closure of performance feedback loops. Set up governance mechanisms on people processes. Engage people, identify training needs within the teams and accordingly up‑skill. Create a roadmap based on improvement areas and career aspirations and track adherence. Work towards creating a succession plan within the team.

Basic Qualifications

Strong, self‑driven leader with demonstrated ability to motivate, drive, manage and grow a fast‑paced operations team; at least three years’ experience in an operational people management role.

Strong business acumen and ability to create, communicate and achieve a vision.

Substantial people management experience within a fast‑paced, metric‑driven operations team.

Exceptional operational, managerial, analytical, communication and interpersonal skills.

Advanced working knowledge of MS Office (esp. MS Excel). Knowledge of SQL beneficial but not essential.

Self‑motivated with good attention to detail, commercial awareness, sound judgement and decision‑making skills.

Proven ability to drive and motivate staff.

Experience managing AML and Compliance teams.

Preferred Qualifications

• Experience working in risk, fraud or compliance organizations.
• Bachelor's degree or above.

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