AHONA KHAN BHADURI
Risk Manager II
Bengaluru,KA
Summary
Adaptive and analytical Program & Risk Leader with 10+ years of experience driving high-impact initiatives, resolving complex problems, and strengthening operational systems in fast-paced global environments. Known for quick learning, fast logical thinking, and high-judgment decision-making under pressure.
Expert in process design, incident management, fraud/abuse prevention investigations, quality frameworks, and cross-functional leadership, with a proven ability to turn ambiguity into clarity and build scalable, data-backed solutions. Trusted by senior leaders for delivering clear narratives, elevating team performance, and driving measurable improvements across risk, operations, and quality.
Overview
11
11
years of professional experience
Work History
Risk Manager II
Amazon
08.2020 - 11.2025
- Drove cross-functional risk and process improvement initiatives by partnering with 77+ global teams (Product, Legal, Policy, Program, WW Ops), closing policy/tooling gaps and improving compliance accuracy and operational efficiency.
- Owned end-to-end management of CEO/SVP-level escalations with an initial turnaround time (TAT) of 30 days, and led a structured workflow redesign that reduced TAT to 14 days, consistently meeting executive-level SLA expectations.
- Designed and implemented a scalable Quality Framework to assess investigation rigor, first-touch resolution quality, and follow-up effectiveness.
– Lifted quality adherence from 67% to 90% within two quarters.
– Reduced repeat escalations by improving root-cause accuracy and preventive actions.
– Strengthened alignment on quality KPIs across Operations, Policy, and Product teams. - Utilized and improved investigative strategies to identify, assess, and mitigate risk vectors across global marketplaces, directly contributing to improved decision accuracy and reduced defect rates.
- Conducted proactive risk monitoring by analyzing global trends, regulatory shifts, and external market events to anticipate and mitigate emerging risks before business impact.
- Delivered high-visibility deep-dive analyses and authored 50+ Executive Deliverables (Deep-Dives, COEs, RCAs), enabling leadership to make informed decisions and strengthen Amazon’s risk posture.
- Enhanced investigation speed and accuracy by contributing to scalable models and tooling improvements—reducing manual error and improving decision consistency across global investigator teams.
- Led WW training programs for Executive Escalations & IP Investigations, improving SOP adoption, judgment consistency, and cycle-time efficiency across multiple global sites.
- Developed strong relationships with internal stakeholders, promoting a culture of risk awareness and accountability.
- Enhanced risk identification processes for early detection and mitigation of potential threats.
- Achieved regulatory compliance by ensuring adherence to industry standards and guidelines related to risk management.
- Conducted regular audits of existing policies and procedures, ensuring their continued effectiveness in addressing organizational goals related to mitigating risks.
- Fostered a culture of continuous improvement in risk management, encouraging feedback from employees to identify areas for enhancement.
- Improved company''s risk profile with comprehensive risk assessments and reporting mechanisms.
- Identified opportunities for process improvement and cost reduction through insightful analysis of current risk management practices.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
Risk Manager I
Amazon
06.2020 - 07.2022
- Conducted thorough analysis of historical data, helping identify patterns and trends in potential risks.
- Collaborated with cross-functional teams to establish effective risk management practices across all business units.
- Reduced operational risks by implementing robust risk management strategies and procedures.
- Supported executive decision-making by providing accurate and timely reports on enterprise-wide risk exposure levels.
- Streamlined communication channels between various departments, ensuring timely sharing of critical risk information.
- Assisted in the development of enterprise-wide business continuity plans, minimizing disruptions caused by unforeseen events or disasters.
- Spearheaded cross-functional team efforts to develop integrated risk management system, enhancing overall organizational resilience.
- Facilitated culture of risk awareness throughout organization, conducting workshops and training programs for staff at all levels.
- Partnered with IT department to assess and mitigate technology-related risks, safeguarding the organization''s digital assets and infrastructure.
- Encouraged stakeholders to approach assessments analytically and offer unique insights to bring new understanding to risk management programs.
- Investigated and resolved high-severity incidents involving counterfeit, trademark, copyright, and product safety risks, ensuring compliance with internal and regulatory requirements.
- Member of the Executive Escalation Team, streamlining decision-making pathways and ensuring timely resolution of mission-critical issues.
- Drove creation and presentation of deep-dives and COE documents for senior leadership; improved decision quality by standardizing evaluation criteria.
- Strengthened stakeholder alignment across Program, Legal, Public Policy, and Ops teams by ensuring accurate and timely communication of risks and corrective actions.
Selling Partner Support Subject Matter Expert
Amazon
08.2018 - 05.2020
- Coach and mentor new and existing associates on SOP adherence, contact quality, problem-solving techniques, and Amazon’s customer obsession principles.
- Conduct side-by-side coaching, call audits, and quality reviews to identify performance gaps and provide actionable feedback.
- Support new hire onboarding by delivering process training, demonstrations, and live-floor support, ensuring smooth transition to production.
- Act as a process SME by maintaining deep knowledge of Amazon policies, workflows, and tools to guide associates in resolving complex Selling Partner issues.
- Analyze trends in defects, escalations, and customer pain points to identify root causes and recommend process improvements.
- Partner with Quality, Training, and Operations teams to implement performance improvement plans and drive KPI achievement (AHT, contacts per unit, resolution quality, customer sentiment, etc.).
- Facilitate refresher sessions, calibration discussions, and knowledge-check activities to reinforce critical SOP updates or behavioural expectations.
- Support the creation and review of Standard Operating Procedures (SOPs), job aids, and training materials to improve clarity and accuracy.
- Serve as an escalation point for associates to help resolve challenging or ambiguous cases with high judgment.
- Maintain a high-bar culture by modeling Amazon Leadership Principles—especially Ownership, Dive Deep, Learn & Be Curious, and Earn Trust.
Selling Partner Support (SPS) Team Leader
Amazon
05.2015 - 05.2020
- Improved team performance across key KPIs (quality, productivity, and process adherence) through coaching, targeted training, and continuous feedback mechanisms.
- Drove operational excellence by implementing process enhancements, SOP clarifications, and innovation initiatives, reducing defects and improving customer experience.
- Selected for international assignments as a high-performing leader:
Manila, Philippines – Quality Auditor focused on improving defect reduction and SOP consistency.
Cairo, Egypt – Launched Amazon SOUQ (UAE); trained SMEs on process operations and team management. - Fostered a culture of innovation by identifying operational gaps, proposing solutions, and leading implementation across teams.
- Monitored partner performance and provided feedback on areas of improvement.
- Handled team upto 22 associates to maximize team efficiency.
- Streamlined internal processes, fostering improved efficiency and productivity within the firm.
- Achieved successful client outcomes by identifying and addressing their unique needs and goals.
Selling Partner Support (SPS) Associate
Amazon
05.2015 - 05.2018
- Delivered high-quality support to Selling Partners by resolving operational, technical, and policy-related queries through phone, email, and chat channels.
- Ensured first-contact resolution and accurate case handling by following SOPs and applying strong judgment.
- Conducted root cause analysis to identify issues, recommend solutions, and prevent recurrence for Selling Partners.
- Maintained high performance across KPIs including Quality, Productivity, AHT, and Accuracy, consistently meeting or exceeding targets.
- Identified and escalated process and system defects to improve the seller experience and drive operational excellence.
- Documented cases clearly and accurately in internal tools, ensuring timely follow-up and closure.
- Collaborated with SMEs, mentors, and peers to stay aligned with workflow updates, contributing to a culture of continuous learning.
Education
Diploma - Airline And Tourism Management
04.2001 -
Master of Arts - Archeology
04.2001 -
Bachelor of Arts - History & Tourism
04.2001 -
Skills
Program & Project Management
Travel, Gardening, Meditation, Tarot, Dogs, Painting
A curious soul with a love for travel and exploring new cultures, I find grounding in gardening and meditation, which keep me centered in fast-paced environments. I enjoy Tarot and spiritual introspection, blending intuition with reflection in my daily life. When I’m not creating art through painting, I’m spending time with my dog, who reminds me to slow down and enjoy the small, joyful moments.
Timeline
Risk Manager II - Amazon
08.2020 - 11.2025
Risk Manager I - Amazon
06.2020 - 07.2022
Selling Partner Support Subject Matter Expert - Amazon
08.2018 - 05.2020
Selling Partner Support (SPS) Team Leader - Amazon
05.2015 - 05.2020
Selling Partner Support (SPS) Associate - Amazon
05.2015 - 05.2018
Akbar Travels - Diploma, Airline And Tourism Management
04.2001 -
Deccan College of Post Graduate & Research Institute - Master of Arts, Archeology
04.2001 -
Stella Maris College - Bachelor of Arts, History & Tourism
04.2001 -