Sr Compliance Acct Manager

6 months ago

Hangzhou, China Amazon (Shanghai) International Trading Company Limited Hangzhou Branch - K25 Full time
Amazon strives to be the Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon continues to grow and evolve as world-class e-commerce stores. The China Global Selling team aim to deliver this vision by identifying quality China Selling Partners, bring their product selection to Amazon’s global stores, and drive them to be success. The team acts as the primary interface between Amazon and our Selling Partners. We obsess over providing world class support to Selling Partners selling on Amazon. We strive to predict the Selling Partners’ needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our Selling Partners better serve their customers.

Key job responsibilities
Provide prompt, efficient and sufficient service to Amazon Selling Partners including the appropriate issue escalation.

* Evangelize on Compliance requirements, Amazon programs and products through effective, clear and professional written and verbal communication via Amazon approved Selling Partners’ facing communication channels.

* Maintain a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.

* Actively seek solutions through logical reasoning and data interpretation skills, identify trends to spot for opportunities and blockers. Apply sound judgement to escalate on a timely manner, be able to articulate and communicate issues as well as status in a concise manner. Devise improvement suggestions targeting needle mover and shaker, and bring value added opportunities to Amazon compliance programs and products.

* Demonstrates excellent time-management skills and the ability to work independently with good prioritization while using departmental resources, policies and procedures.

* Maintain outstanding performance metrics such as quality, productivity and program goals.

* Actively participating in programs throughout their lifecycle from engagement plan through result delivery.

* Work with CN/Global partners to collect and understand upcoming changes from a legislative/business standpoint, implementing these changes, ensuring end to end improvement of the programs and products.

* Measure and report program/product improvements through feedback received from all stakeholders, evaluate impact of changes and set-up mechanisms to audit impact and perform necessary course corrections where needed to meet compliance/business objectives.

* Reviewing business/compliance requirement documents and other related documents and producing compliance requirement documents when necessary.

* Assist and support on organization’s operation planning cycle, may require to contribute on departmental business review documents.

BASIC QUALIFICATIONS

- 5+ years of experience in customer engagement, project management and/or operations.
- Experience within a customer service environment. Desire to expand skills into new areas.
- Ability to think creatively, deal with ambiguity, and manage changing priorities.
- Technical (Internet & AI) savvy is required.
- Enthusiasm and strong self-motivation.
- Excellent time management skill with a high degree of flexibility, able to work independently for multitask with good prioritization.
- Demonstrate appropriate sense of urgency for contact response time in the face of variable workflow.
- Demonstrate effective communication, composure, and professional attitude.
- Exemplary performance record, particularly with regard to quality & productivity.
- Required excellent skill-sets include MS Office Applications (e.g. Excel). Basic knowledge of SQL/VBA/ Tableau.
- Proficient in both English and Chinese verbal and written communication.
- Strong data analytical skill.
- Team player who is confident in communicating with others and able to work with minimal supervision.
- Partner well with people at all levels within an organization.
- Ability to work in a team with a “can-do” attitude.
- Ability to take ownership of work, initiate and implement change, and demonstrate a problem-solving hands-on approach.
- Organized and methodical with strong attention to detail

PREFERRED QUALIFICATIONS

- Business acumen in areas of Global e-commerce and retail.
- Committed customer advocate, drive process & tool improvements.
- Success in managing dynamic account portfolios.
- Experience in strategy planning, consulting or marketing.
- Data analysis experience (one of SQL/Python/R/Spark skill).
- Ability to dive into ambiguous cases and sort out solution.
- Work with partners to drive adoption (e.g. of product/feature/promotion) and implement solutions.
- Experience with cross border e-commerce compliance on product/trade/environmental compliance, and/or global tax/European Value Added Tax (VAT) a plus.
- Exposure to or experience project managing compliance relevant implementations or being SME as part of project workgroups.

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