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Operations Specialist

1 week ago

Singapore This is an IT support group Full time

Department: Operations
Level: Experienced (Individual Contributor)
Location: Singapore
The Operation teams at Shopee cover 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 analyzes and monitors operational KPIs across the region and conducts root cause analysis when operational performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations, and Fraud.
About the Team:
As an Operational Excellence Specialist for the SPX Express SG local team, you will play a crucial role in ensuring the seamless execution of our end-to-end operational processes. You will monitor KPIs, analyze performance trends, and lead initiatives to address operational challenges. Working closely with cross-functional teams, you will ensure that Shopee’s operational standards are maintained and improved, ultimately enhancing the customer experience.
Job Description:
Monitor Trends & Analyze Issues:
Track delivery trends, including investigating stuck or lost parcels and extended lead times.
Develop comprehensive reports detailing issues and proposing actionable improvement plans.
Establish Processes & Draft SOPs:
Create and implement new operational processes.
Draft and circulate standard operating procedures (SOPs) to ensure clarity and alignment across teams.
Resolve Escalations:
Promptly address and resolve escalated issues such as misdelivered, stuck, lost, or damaged parcels, ensuring minimal disruption to operations.
Test Features & Implement Rollouts:
Support the testing and rollout of new operational features to enhance overall process efficiency.
Conduct Quality Checks & Improve Processes:
Perform sample quality checks on operational processes, including delivery proofs.
Collaborate with relevant teams to drive continuous quality improvement initiatives.
Lead Projects & Execute Tasks:
Manage and actively participate in mini-projects aimed at boosting operational efficiency and effectiveness.
Requirements:
Diploma or Bachelor’s Degree in logistics, business administration, or a related field.
Working experience in logistics, customer service, or a related area is advantageous.
Proficiency in MS Excel, with strong numerical skills to analyze trends and data effectively.
Excellent organizational and time management abilities, with the capacity to work efficiently under pressure.
Strong communication and interpersonal skills, with the ability to multitask and maintain accuracy in a fast-paced environment.
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