Process Excellence Manager

Mandatory Skills - Fraud Risk Management, Program Management, Process Excellence, Data Analytics

Desirable Skills - SQL, GenAI, Python

Requisition Title - Manager - Process Design

About the Role

The role is for a position in the Trust & Safety - Business Operations Team. The role expects the individual to be strong in data analysis, with expertise in SQL, Excel, Python / R. The T&S team works closely with stakeholders from different units / functions within Flipkart across Category, Customer Experience and Seller Experience and hence it is expected that the person should have strong stakeholder management. What you will do Develop and drive initiatives to reduce buyer fraud & abuse in the marketplace. Define, track and improve key metrics pertaining to your domain in T&S operations. Analyze large amounts of data to drive insights, gaps, trends & actions and drive strategic initiatives. Work closely with the Operations team in ensuring adherence to the SOPs and continuously improve the SOPs based on the feedback from the Operations team. Communicate with leadership and internal & external stakeholders on a regular basis on key metrics and strategic initiatives to combat fraud. Collaborate with the T&S Analytics & Data Science team on monitoring the relevant metrics, onboarding new features / rules and retraining / building new ML models. Work closely with the T&S Product & Engineering team in driving automation across tracks and building scalable products.

About the team

The Trust & Safety team at Flipkart is responsible for curbing fraud & abuse and improving buyer & seller trust on the platform, while ensuring that genuine customers / sellers are not put through unnecessary friction during their transactions. There are 5 functions with the T&S team : Business Operations team, Analytics Team, Data Science Team, Product Team and Engineering Team. Customer trust has been and will always be central to Flipkart’s vision. Flipkart marketplace is quality obsessed and relies on Trust & Safety as differentiator to provide reliable product and service to both buyers & sellers. In fact it is critical to the successful and speedy emergence of the e-commerce industry in India. At Flipkart, high focus on ownership and impact allows freedom to experiment and innovate. The pride is when you see the impact of what you have created. The ability to see what your contribution does to the business is a rare experience, add to that the fact that the impact of it is felt by your friends and family in India - the experience is extremely gratifying.

Interview Competencies

Domain Expertise, Program Management, Execution Excellence, Data Analysis & Problem Solving

Work Location

OFF BLR Embassy Tech Village Business Park_IN-KA (2900248)

Minimum Years Of Experience

You are Responsible for

Leading Minutes Fraud Risk Manangement, Customer Experience and G2N.

What you will do :

Develop and drive initiatives to reduce buyer fraud & abuse in the marketplace. Define, track and improve key metrics pertaining to your domain in T&S operations.

Analyze large amounts of data to drive insights, gaps, trends & actions and drive strategic initiatives.

Work closely with the Operations team in ensuring adherence to the SOPs and continuously improve the SOPs based on the feedback from the Operations team.

Communicate with leadership and internal & external stakeholders on a regular basis on key metrics and strategic initiatives to combat fraud.

Collaborate with the T&S Analytics & Data Science team on monitoring the relevant metrics, onboarding new features / rules and retraining / building new ML models.

Work closely with the T&S Product & Engineering team in driving automation across tracks and building scalable products.

To succeed in this role – you should have the following

Key Areas Of Experience

Exposure to e-commerce marketplace preferably in the area of Trust & Safety

Exposure to operational excellence experience with desired knowledge of process development & deployment, strategy formulation and execution

Proficient in continuous improvement methodologies (DMAIC, DFSS, Lean, Six Sigma)

Proficiency in Data Analytics tools like SQL, Excel, Python / R Key Skill Sets

Ability to take independent decisions & to handle ambiguity

Excellent analytical & problem solving skills, comfortable with large amounts of data and drawing insights. Strong technical bent of mind, scalable / sustainable solutions

Ability to influence other leaders & teams and align them towards the common, shared objectives. Strong Analytical and Written Communication Skills

People leadership and management experience.