Assistant Manager - Trust &Safety

The Assistant Manager - Trust and Safety will play a critical role in safeguarding the platform from risks such as fraud, policy violations, and other forms of non-compliance. The role involves ensuring process adherence, managing team performance, stakeholder alignment, and driving continuous process improvement. The ideal candidate should have strong analytical skills, a data-driven mindset, and experience in people management and decision-making.

Role:

Key Responsibilities:

• Process Effectiveness:
  • Ensure strict adherence to SOPs by all team members.
  • Facilitate regular training sessions to clarify process/SOP details.
  • Create an open environment for team members to share recommendations and feedback.
  • Conduct sample case reviews to stay connected with ground realities.
• Problem Solving & Data-Driven Decision-Making:
  • Analyze problems systematically and solve them using data insights.
  • Eliminate subjectivity in decision-making.
  • Develop analytical reports and insights for scalable solutions.
• Risk Identification and Mitigation:
  • Recognize non-obvious patterns and potential fraud modes.
  • Actively participate in designing processes to address emerging risks.
  • Guide team members during the implementation of new processes.
• Process Efficiency and Quality:
  • Drive consistent improvements in operational metrics.
  • Provide adequate support and training to maintain process quality.
  • Monitor and enhance process performance during transitions.
• Stakeholder Management:
  • Build productive relationships with peers and stakeholders at various levels.
  • Align stakeholders on scope, priorities, and outcomes.
  • Effectively program-manage to drive execution and resolve conflicts.
• • Process Improvement and Automation:
    • Identify and drive automation opportunities for repetitive tasks.
    • Encourage team members to contribute to process improvement initiatives.
    • Continuously monitor performance and suggest scalable improvements.
  • Customer and Seller Experience:
    • Minimize friction for genuine customers/sellers while addressing non-compliance.
    • Address false positives by analyzing root causes and implementing solutions.
    • Ensure conclusive evidence is available before taking action.
  • Adherence to SLA:
    • Set and meet customer/seller expectations for SLAs and TATs.
    • Forecast workload inflow and plan resources to meet demand effectively.
  • Communication:
    • Ensure communication is accurate, clear, and aligned with SOPs.
    • Develop and maintain templates for common use cases.
    • Collaborate with process owners to adjust communication strategies as needed.

• People Management and Leadership:
  • Manage team performance through goal setting, feedback, and reviews.
  • Mentor and guide team members on domain knowledge and daily tasks.
  • Lead by example and provide constructive feedback to inspire and improve team outcomes.

Requirements:

• Bachelors degree in Commerce, Science, or related fields (preferably in Mathematics, Physics, Statistics).
• Strong analytical and problem-solving skills.
• Proven ability to manage teams and resolve conflicts.
• Experience with Microsoft Office and tools like MySQL or other data extraction tools.
• Exceptional verbal and written communication skills.
• Flexibility to work 9/6 shifts, including weekends, with availability for extended hours as needed.

Preferred Skills:

• Advanced Excel for large data analysis.
• Strong time management and organizational abilities.
• A positive, results-oriented attitude.
• Ability to handle confidential information with high data security standards.

Competencies:

• Leadership and mentorship.
• Strategic thinking and adaptability.
• Process ownership and efficiency.
• Strong stakeholder collaboration and alignment.

Education/Qualification:
Degree in Engg / Commerce, Science preferably in Mathematics, physics, statistics. Additional Details (if any): Advanced Excel to analyze large amounts of data. Knowledge of data extraction using MySQL