Executive ebay Gurantee

Arun Bhardwaj

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Job Description
Requisition No.: 116650BR
Subsidiary: eBay

Primary Job Responsibilities: The person will be responsible for leading “eBay Guarantee” program for India Operations. The objective of the program is to build “Trust” & provide resolution to our customers by resolving disputes raised between the Buyers & Sellers while transacting online.
The team makes decisions either in favor of buyer or seller after taking into consideration the evidence on record.
The objective of the program is to build “Trust”, customer Loyalty by providing 100% Satisfaction to our customers. Make sure that we fulfill the commitment made to our customers for resolving their disputes within TAT.

Job Requirements:
KEY RESPONSIBILITIES:
1. Leading eBay Guarantee* program for India Operations
2. Responsible for all Key Customer Metrics
3. Manage vendor for delivery
4. Cross functionally resolve impediments to good customer experience
5. Team Management and engagement

JOB DESCRIPTION:
eBay Buyer Protection (eBay Guarantee*): The objective of the program is to build “Trust”, customer Loyalty by providing 100% Satisfaction to our customers. Make sure that we fulfill the commitment made to our customers for resolving their disputes within TAT

KEY RESPONSIBILITIES:
The person will be responsible for managing “eBay Guarantee” program and be single point of contact related to it.
• Deliver to the key performance metrics
• Deliver to business and member needs
• Ensure supporting infrastructure to support new business/ process
• Manage partner team to ensure all elements are always ready including capacity, WFM skill/Q setup, reporting, product coverage and communication
• Demonstrating operations excellence in mitigating escalations, meeting member expectations and delivering to the commitments to Customers and Share holders
• Managing performance reports, analytics and data. Driving performance and providing insights and visibility into the performance through weekly, month and quarter reports / presentation
• Work with related team to build up communication strategy and message for support changes
• Establish a strong line of communication with other departments (within IN Ops Team, BU as well as APAC teams) to ensure engagement, alignment and information

JOB QUALIFICATIONS:
Education: Bachelor’s degree. MBA preferred
Experience: The candidate must have 5 - 6 years of experience, as Supervisor in Operations/Customer Support, Green Belt Certified and preferably Black Belt trained
Knowledge, Skills, and Abilities: We're looking for talented professional who thrive in a fast paced, exciting environment, and passionate to constantly improve a service that is growing at a rapid pace.
• Decision making in highly ambiguous situation while managing 3 Key Customers Seller, Buyer & Business
• Understanding of "Risk" of good / bad decisions and impact to Business & Customers (Buyer, Sellers)
• Ability to manage performance through teams @ OS Partner
• Structured thinking, Green Belt Certified
• Use information / data to drive and execution solutions
• Use Dashboard / Score cards for performance monitoring
• Communicate at all levels
• Systems thinking
• Be a customer advocate
• Excellent Communication Skills
• Comfort with data analysis / interpretation
• Operations Management
• To identify areas of concern and under performance and take corrective measures
• Unwavering attention to detail
• Must be a team player willing to support and accept the total quality processes and systems.
• Ability to learn and adapt to new processes & technologies
Last Updated: 06/16/2015


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