Amazon's Consumer Payments organisation is a rapidly growing, multi-billion-dollar global business which significantly contributes to the company’s profitability, and (most importantly) ensures customers everywhere have access to Amazon via our payment methods. Our corporate operations team ensures seamless purchase and usability experience for customer payments, and we are seeking a multi-talented high-performing, customer obsessed and analytical individual join an exciting and quickly growing Ops team based in Bangalore.
This role will partner with regional payment acceptance teams across Europe and North America to execute a variety of day to day tasks that ensure business continuity is maintained and that stakeholders across the business have the information needed to drive continuous improvements based on customer feedback. In addition to managing daily deliverables, this role is required to serve as a hands-on analyst and problem solver, self-driving efficiency improvement and semi-automation projects to better our customer's payment experience. The ideal candidate will have a high attention to detail, possess exemplary ownership when prioritizing work in order to maintain operations SLAs, and possesses judgement interpreting customer feedback/signals in data to decide when to escalate issues.
Key job responsibilities
- Complete a variety of recurring tasks to support the Europe and North America based Payment Acceptance business teams, satisfying pre-defined SLAs
- Work with individuals internally across Amazon to drive operational excellence
- Apply business judgement to determine the severity and resolution path for independently identified issues
- Proactively escalate areas for process improvement and automation
- Develop and maintain comprehensive documentation, establishing standard operating procedures
- Provide data-driven analytics and support to business partners in quantifying and resolving issues
- Continuously evaluate tools and processes and offer solutions to ensure they are efficient, high quality, and scalable
A day in the life
A day as a Payment Operations Specialist will consist of completing your recurring tasks within the pre-defined SLA before moving on to project work. The projects will be identified and driven autonomously by yourself with desired end result being the reduction of manual hours for you and/or the business through automation and standardisation. Both the recurrent tasks and project work will require regular connects with global stakeholders as well as other team members.
About the team
The Bangalore Payment Operations team maintains a high bar for our internal/external customers by building new mechanisms for tracking metrics and KPIs and continually meeting KPI and quality target for the processes we own. We increase efficiency and reduce cost to serve through centralization of processes, process consultation and by applying best practise process workflows to multiply productivity gains across CP. Bachelor's Degree or equivalent experience
Analytical skills and related tools proficiency, i.e. expert-level knowledge in Excel, and either one of SharePoint/SQL/Python.
Organizational skills and detail-oriented.
Effective written and verbal communication skills.
Experience with process improvement/quality control projects, tools and methods. MBA.
Experience in financial services/payment product support.
Comfortable independently managing processes with high business and customer impact.
Experience working with geographically distributed teams within a complex international organization.
Experience using SalesForce, or other CRM tools.
Having fun at work, being able to smile at yourself and share smiles with our awesome team.
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.
