Senior Operations Analyst, KYC Operations, India Payments

Amazon is a fast paced, dynamic company with a focus on being the most customer-centric company in the world. Amazon offers services to retailers in India to sell on and grow multi-channel commerce. Amazon is known across the globe as the most trusted company on the Internet. We are committed to delivering an exceptional customer experience.

Amazon Payments processes billions of secure on-line transactions via a number of payment mechanisms, including credit cards, convenience store payment, net-banking, digital cash, cash on delivery and electronic gift certificates. Amazon Payments owns and maintains the software platform which processes 20+ payment methods worldwide. Transactions are processed on behalf of thousands of merchants, including Amazon.in.

The team is responsible for establishing and overseeing the governance framework for KYC (Know Your Customer) operations. This team define policies, procedures, and standards to ensure consistent KYC process implementation and regulatory compliance. The team designs efficient KYC workflows, optimizes processes, and manages the technology solutions used in operations. This team also facilitate organizational change, and monitor performance to identify areas for improvement. Additionally, the team acts as a liaison between the KYC operations units and managing cross-functional collaboration and external stakeholder relationships. By providing oversight, process expertise, and strategic guidance, the team plays a crucial role in the effectiveness and efficiency of KYC operations.

This position will be part of KYC Operations for IN Payments. As part of KYC operations, this role will focus on advanced analysis, process optimization, and strategic support for the organization's Know Your Customer (KYC) operations. In this role, candidate will collaborate cross-functionally to enhance the efficiency, effectiveness, and compliance of KYC processes.

The candidate needs to drive continuous improvements to existing processes, handle large data/files, and automate non value add steps with help of RPA. This position requires a proactive, highly motivated individual with an aptitude for streamlining processes and who can work independently to deliver accurate and timely results. This role is required to serve as a hands-on analyst, gathering data and driving projects to completion. He/She, along with the program manager, will interface with the various internal teams in a highly agile environment.

The ideal candidate is a motivated self-starter that can work independently in a fast paced, ambiguous environment with limited supervision. He or she must be a fast learner, who can quickly absorb the nuances of Amazon's varied payment offerings as well as the behavior of Amazon's internal systems. He or she will be analytical and data driven in decision making, with a demonstrated ability to drive issues to completion. The candidate must have superior verbal and written communication skills and be comfortable presenting issues to management.

Key job responsibilities
•Conduct in-depth analysis of KYC data and metrics to identify trends, uncover insights, and recommend strategic initiatives
•Design and implement process improvements to streamline KYC workflows, increase productivity, and enhance the customer experience
•Serve as a subject matter expert, providing guidance and training to the KYC operations team on regulations, best practices, and system capabilities
•Liaise with compliance, technology, and business stakeholders to ensure alignment on KYC requirements, processes, and systems
•Escalate critical issues to management and provide well-reasoned recommendations for resolution

About the team
The team is responsible for establishing and overseeing the governance framework for KYC (Know Your Customer) operations. This team define policies, procedures, and standards to ensure consistent KYC process implementation and regulatory compliance. The team designs efficient KYC workflows, optimizes processes, and manages the technology solutions used in operations. This team also facilitate organizational change, and monitor performance to identify areas for improvement. Additionally, the team acts as a liaison between the KYC operations units and managing cross-functional collaboration and external stakeholder relationships. By providing oversight, process expertise, and strategic guidance, the team plays a crucial role in the effectiveness and efficiency of KYC operations.

BASIC QUALIFICATIONS

- 1+ years of sales experience
- Bachelor's degree
- Experience with data analysis tools such as Excel, Pivot Tables, macros, SQL, visualization tools - Tableau, Quicksight, etc.
- Knowledge of key customer experience metrics and methodology (e.g., NPS)
- Experience working effectively across cross-functional teams and partnering well with people at all levels within an organization
- Proven ability to define effective and scalable processes and drive continuous improvement through root cause analysis
- Bachelor's degree in business, finance or compliance

PREFERRED QUALIFICATIONS

- Experience in root cause analysis and troubleshooting or problem solving

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