Compliance Vendor Manager
Amazon
Meguro , JP
6 日前

DESCRIPTION

Earth’s Most Customer Centric Company is seeking an experienced Compliance and Change Manager to join the Asia Pacific Global Outsourcing team within the Customer Service organization.

This role will ensure we are protecting Customer Trust across our Partner network and raising the bar on compliance and risk mitigation.

As the GO Compliance & Program Manager, you will be primarily responsible for developing and managing the compliance framework for our Partners in the Asia Pacific region.

You will be responsible for ensuring our Customer service Partners are delivering to the Amazon standard across business, regulatory and contractual requirements.

In addition you will work with the global team to successfully implement in Asia Pacific global initiatives related to technology, processes and people.

In this you will own the development and implementation of local change plans, create collaborative groups for delivery and be responsible for reporting on progress and outcomes.

The successful candidate will draw from previous work experience of managing partners and delivering compliance programs in a multi-site world-class customer service operation.

The candidate will be a problem solver, with the ability to multi task and manage competing priorities. With the ability to set and maintain high standards, the person will be bring their customer obsession into all aspects of the role.

Main Responsibilities include :

Compliance Management

Create and implement a compliance framework to verify CS Partner sites are operating in line with Amazon regulatory, contractual and business standards

Manage the Asia Pacific Partner audit schedule including the preparation, execution and follow up of actions

Implement regular and ad-hoc verification processes to evidence partners are consistently meeting regulatory, contractual and business compliance standards

Provide a reporting framework to track all activity related to compliance, contributing to a broader Partner Balanced Scorecard

Provide support at key stages in the Partners lifecycle ensuring any security and compliance risks are proactively managed

Be the SME for compliance and risk in the team, supporting both partners and Amazon Vendor Managers on Amazon standards

Support the local Asia Pacific team through translating centralized policy and process requirements to the local region

Work with other SME’s in both the global and local CS teams to share best practice and raise the bar on compliance

Lead weekly compliance review meetings for internal teams, monitoring outstanding actions and owning completion of all compliance related activity in the region

Change Management

Implement Global Outsourcing global initiatives into the region, working with central and other regional SME’s to build mechanisms for successful launch

Define, prioritize and plan regional projects aligned to Global and Regional CS programs

Secure multi-disciplinary resource to ensure effective project implementation, working across both Amazon and Partner teams

Track and regularly report on progress for local projects, ensuring risks are managed effectively and issues resolved

Manage dependencies across projects and other Global Outsourcing activities

End to end responsibility for project execution and success

There will be other responsibilities and tasks related to the position.

BASIC QUALIFICATIONS

  • 5+ years of experience in data analysis, report building, compliance auditing or similar work, preferable in a large multi-site outsourced contact center environment
  • Experience of contact center management and BPO experience
  • Experience of leading change programs involving complex data sets
  • Experience in working professionally using both English and Japanese.
  • Change Delivery experience
  • PREFERRED QUALIFICATIONS

  • MBA or graduate degree preferred
  • Lean / Six Sigma experience are preferred
  • Ability to handle competing priorities and to meet deadlines in demanding situations
  • An agile thinker who can look outside the box for solutions, probe and consider all the facts and details, while still staying aligned with the long term plans and goals
  • An analytical mind able to see the complexities of procedures and regulations
  • More Information -Japanese only

    Customer Service(カスタマーサービス) https : / / www.amazon.co.jp / b?node 5637339051

    Meguro Office(目黒本社) https : / / www.amazon.co.jp / b?node 5589794051

    Measures to eliminate unwanted second-hand smoking on each facility

    https : / / www.amazon.jobs / en / landing pages / passivesmoking (Japanese only)

    Amazon is committed to a diverse and inclusive workplace.

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