R Mohammed Ethesham Hussain

Managing a team of 140+ members for Advertising Trust Operations including Associates, SMEs, Managers and Business Operation Managers

• Cross-function partnership: Collaborated and worked with Amazon Business Search and tech teams to establish in-house relevance team (similar in-house) within in their Ops side
• SOP standardization: Initiated SOP standardization process with DEL, CAI and JP teams to reduce inconsistency across locations
• Introduced efficiency gain model: Sustained precision goal with improved MoM efficiency of 5%
• Invent and Simplify: Launched moderation through translation for JP, SE & NL queues due to language hiring delays
• Worked with Application engineering team on tool launch which gives early visibility to associates by highlighting predefined keywords, thereby reducing inconsistency
• Empowered ops resources to act as valued data source for keyword suggestion to help build rules to drive process automation
• Transitioning new LOB's: Transitioned entire process to BLR which removes bad ads from WW catalog (HC - 15 FTEs)
• Transitioned deny listing process: Worked with Partner & policy teams to onboard deny listing process
• Increased HC by 8 FTEs
• Service level - Improved SLs from ~248 hours to 12 hours with schedule changes, introducing new shifts
• Changed operational hours from 24/7 to 19/7 and aligned team to new model
• This resulted in ~90% face time between the associates & managers and improved occupancy by ~2%
• Routing logic launch - Partnered with tech teams to push ads with Critical defects against legacy of FIFO
• This helped reduce Critical Defect Rate (CDR) %age from previous average of 0.4% to 0.23%
• R&R Program - Managed and drove the (Rewards & Recognition) RnR team at the process level
• Launched automated point-based RnR system for associates to track their points earned and redeem as per their needs
• This resulted in of 22% and 2 increased penetration and employee nominations of ~22% and ~27% respectively
• Worked with local HRBPs in Cairo and Prague sites to onboard new framework
• Automation improvement & Rule Development (AIRD): Setup a team of 21 FTEs to improve annotations
• Team deployed ~225K rules and this enabled auto-rejections of 124.8MM ads YoY.
• Mentored junior team members, fostering a culture of continuous learning and professional development within the department

• Devised customized approach for knowledge deployment, control mechanisms and building strategies to scale up potential with shorter learning curve
• This was one of integral plans which were formulated to build a high performing team with diversified skill exposure
• Launched new ad programs: a) Brand Posts (HC - 28) b) Brand CRM (HC - 47)
• IXP launch: Program managed launches of sponsored ads in new locales UK, CA, IN SG, AU, AE and SA leading to increase in HC by 67 FTEs
• Initiated Walk the store (WTS) on the catalogue, which reduced sexually explicit products (SEP) thereby increasing the health of catalogue and enhancing Cx
• Automation improvement: Collaborated with tech teams to change the content cache services (CCS) logic thereby improving machine moderation by 255% MoM
• To help improve delivery, worked with internal stakeholders and program managed to setup a centralized team to manage CDR volumes for all ad programs (Centralize CDR team)
• Introduced Honeypots in vendor batches to gauge vendor performance and set up weekly connects to help improve their precision scores.

• Managing a team of 70+ members for Seller Support including Associates and Team Supervisors
• Setting vision, direction and culture of the team by managing individual and team performance expectations and goals
• Managing and driving quality initiatives, process change initiatives and other Change / Kaizen initiatives as required
• Active participation in building the team & raising the bar in hiring and developing the best
• Appraisal, training and mentoring talent to grow within organization & control attrition
• Identify the training needs and work with Site Training Managers for people development
• Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the team
• Actively contribute and lead network-wide projects to create an enhanced experience for the Sellers and associates
• Represented and owned Absolute Resolve Rate (ARR) as a metric for the site in various forums / leadership teams.

• Reinforced in performing management functions such as staffing, training and expanding business plans
• Investigated and resolved customer issues and complaints regarding operational matters - Handled all queries and client feedback in a professional manner
• Communicated with the support team and implemented the organization's operational guidelines, standards and policies
• Monitored and managed operational activities - Directed the operational risks, financial aspects, training and audit processes
• Assisted the manager in recruiting diligent professionals, committed to high principles of service and performance
• Designed and coordinated training programs for employees in order to enhance work efficiency - Conducted training sessions and workshops to improve the workforce and productivity of the team.
• Evaluated employee performance on monthly basis and coached and trained 10 team members, increasing quality of work and employee motivation.

• Responsible for maintaining team productivity and performance metrics
• Maintained low annualized attrition of 43% against the goal of 54%
• Provide coaching and feedback in a timely manner and follow up for implementation
• Analyzing process requirements, Gaps, Progress rate and fix / highlight accordingly
• Accountable for resolving conflict issues, providing first time resolution and handling escalated issues
• Educating staff on key products and current consumer trends
• Planning revenue targets and ensuring to meet the expected numbers
• Worked with the Client Coordinator on a monthly basis to close on the invoices.

• Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features
• Established best practices for knowledge sharing, fostering a culture of continuous learning and improvementConduct Briefings to deliver process updates
• Providing coaching and feedback to the team to improve on quality metrics and also track their performance
• Monitored and tracked user progress to identify improvement opportunities
• Conduct process tests regularly.
• Developed effective training materials for diverse audiences, resulting in improved skill-sets and increased job satisfaction