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    Service Point Operations Lead - Kuala Lumpur, Malaysia - Shopee

    Shopee
    Shopee Kuala Lumpur, Malaysia

    Found in: Talent MY C2 - 5 days ago

    Shopee background
    Description
    Service Point Operations Lead - SPX Xpress DepartmentOperationsLevelExperienced (Team Lead)LocationMalaysia - Kuala Lumpur

    The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

    About the Team:

    The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

    Job Description:
  • Manage operations of our self-owned & partner service points (SVP) across Malaysia
  • Monitor daily reports based on timing, productivity and orders received
  • Manage the staffs and resources to ensure a smooth flow of operations across the different branches
  • Develop operation process flow and guidelines within and across the team to ensure the services provided are aligned to the set standards.
  • Coordinate with other fulfillment managers and support functions, on any new processes, delivery performances to ensure end-to-end Service Level Agreements (SLAs) are met
  • Acquire customers to come and use service points to achieve the target aligned
  • Source and onboard new SVP partners
  • Manage partner SVP partner performance by establishing a performance matrix
  • To work with the partner SVP team to conduct periodic reviews & audits
  • Establish excellent customer service to ensure good customer experiences
  • Build team customer acquisition capabilities e.g. how each shop lead should identify lead, and acquire walk-in customers
  • Solve day-to-day problems with the team to ensure the success of Key Performance Indicators (KPIs)
    • Requirements:
  • Bachelor's Degree or Diploma in the related field
  • People management skills and experience leading a team
  • Strong analysis and problem-solving skills
  • Strong communication skills, both written and verbal
  • Good team player
  • Adaptive with the dynamic working culture
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