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:
1. Team Managing
- Develop team performance to meet company's goals, and quality service goals.
- In charge of customer service related KPIs.
- Ensure that all subordinates are working effectively and follow all technical and company service processes
- Ensure proper notification/ escalation of service activities are followed to ensure smooth operation with sellers
- Identifying operational issues and suggesting possible improvements.
2. People Development & Build Team Morale
- Inform, train and coach Team members and monitor staff's performance according to established monitoring standards
- Regularly having one on one sessions to give health feedback for self and team development
- Regularly checking on the ground issue and listening to what team concerns to help them work more effectively.
3. Reporting and KPI Tracking
- Submit regular reports to multiple levels of management working with WFM.
- Tracking backlog and identify is there any anomali number cause by bugs or other issue
- Regularly has KPI review with TL and SPV
4. Improvement Initiatives
- Leading & monitoring improvement initiatives given by Superior / Company and executing it in a timely manner.
- Manage Headcount and evaluate based on incoming volume and productivity
- Evaluate overall KPI team achievement and create improvement plan needed
- Liaise with other team Support or Others team stakeholder for improvement plan
Job Description:
Works mostly independently only guided by functional objectives and resource availability, receives minimal direction. Lead a department or a function Able to set objective towards the team to follow Able to align expectations and direction with the team Coordinate with both internal and external team to ensure effectivity of the SOPs and also to solve any arisen issue through regular meeting Able to identify, develop, and monitoring on the team performance to ensure team members achieve the performance standard and improve their capability Manage operations in both BAU (business as usual) and project management
