RCO GAP Adv - EN, Know Your Customer - VAR (2508)
Amazon
2 - 5 years
Bengaluru
Posted: 06/06/2025
Job Description
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
Basic Qualifications
• 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
Preferred Qualifications
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.
About Company
Amazon is a multinational technology and e-commerce company founded by Jeff Bezos in 1994. Initially focused on selling books online, it quickly expanded into a broad range of products and services, including electronics, cloud computing (via Amazon Web Services), streaming, and artificial intelligence. Amazon has revolutionized online shopping with fast delivery, personalized recommendations, and a subscription service called Amazon Prime. It is one of the world's largest and most valuable companies, with a significant impact on retail, technology, and logistics.
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