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. Transactions are processed on behalf of thousands of merchants, including Amazon. At Amazon Payments, we are building India's most trusted and customer-focused payments solutions. We want customers to use Amazon payments solutions for all everyday use cases - whether remote or face to face, online or offline, payer- or payee- focused.   We are looking for a Program Manager- Service Quality to manage a portfolio of projects and resources in the Customer Service and Quality domain, to partner with Amazon Payments businesses and implement world-class Service Quality processes and protect customer trust in Amazon payments. The ideal candidate should possess solid business judgment and be capable of driving the right results, influencing teams with competing priorities, and partnering with cross-functional teams such as Technology, Compliance, Legal, Customer Service, Finance, Accounting and Risk. This role requires excellent communication and organizational skills, including the ability to anticipate, identify and communicate SQ needs to business and technology leadership.   Responsibilities:   - Responsible for defining the Amazon Payments Customer Service policy and processes.   - Responsible for monitoring/managing the Customer service function for Amazon Payments.   - Be the Grievance officer for the Customer Grievance reporting and escalations.   - Responsible for classifying customer contacts into Query, requests and Complaints and inform the board at regular intervals on the status of the complaints, actions taken, pending status etc.   - Identification and classification of service quality needs related to AODS organization (including any outsourcing arrangements), activities, products/services, markets, processes and operating environment (e.g. macroeconomic conditions) and follow-up with processes and products to meet the needs.   - Maintaining a register of all identified SQ issues in order to support monitoring and reporting purposes and reporting to Management, as required.   - Escalation and post mortem review of SQ issues, failures and/or otherwise material incidents to Management.   - Own the responsibility of improving the SQ program through new product development, enhancement of product features.   - Monitor and Control the Customer service operations for Amazon Payments.  Basic qualifications  - 7-8+ years relevant work experience in service quality management in a financial institution Banks/NBFC/Payment Banks etc   - Sound Understanding of e-Commerce Retail Fundamentals   - Management Degree from Tier1 schools preferred   - Strong written and verbal communication skills   - Proven ability to work collaboratively cross-functionally, cross-border and vertically across a fast paced, changing environment.   - Experience managing or coordinating projects involving multiple resources and teams.   - Demonstrated experience in gathering, analyzing and synthesizing business requirements from multiple sources.   - Effective and polished communicator in both written and spoken English.   - Expected to remain up-to-date on regulatory and compliance regulations and best practices for Service Quality Management in payments and financial services.   - Ability to think about Service quality broadly and develop effective customer service management processes that meet business objectives.  Preferred qualifications  - Prior service quality management experience in banks / processors / payments companies   - MBA from premier B School in India

Bangalore

Amazon - Senior Program Manager - Service Quality - Payments - IIM/MDI/ISB/FMS 

Amazon - Senior Program Manager - Service Quality - Payments - IIM/MDI/ISB/FMS  ,Job Description for Amazon - Senior Program Manager - Service Quality - Payments - IIM/MDI/ISB/FMS  in Amazon in  Bangalore for (7-12) years of experience. Apply Now!

Job Description for Amazon - Senior Program Manager - Service Quality - Payments - IIM/MDI/ISB/FMS  in Amazon in  Bangalore for (7-12) years of experience. Apply Now!