Business Analyst, Regional Operations

Our Regional Operations team—comprising Customer Service, Return & Refund, Listings, Seller Operations, and Fraud—drives platform sustainability by ensuring a seamless end-to-end experience for buyers and sellers. The team defines and monitors key KPIs, analyzes performance gaps, and partners with local teams to drive improvements. The team also designs and executes strategic operations projects across Shopee markets, implementing initiatives across processes, people, technologies, and policies to optimize operations and enhance user experience.

Job Description

• Design and optimise end-to-end Returns & Refunds (RR) policies, processes, and system automations to deliver a simple, fast, and seamless returns experience across the markets.
• Monitor and mitigate potential fraud risks by analysing platform data to detect emerging fraud patterns (e.g., promotion abuse, payment fraud, account misuse) and translate insights into preventive and detective controls to reduce loss rates.
• Drive Fraud Performance Management by defining and tracking KPIs (loss rate, detection accuracy, operational efficiency), building dashboards, and delivering clear, executive-ready reporting on fraud trends and control effectiveness
• Work closely with local stakeholders and senior management to align on RR strategy, manage trade-offs between user/seller experience, cost, and risk, and drive effective execution across markets.
• Partner with Product Management and Tech teams to leverage technology, data, and AI-driven buyer risk profiling and user-level tiering to determine RR privileges and/or implement risk mitigation strategies and new fraud initiatives, balancing buyer experience with cost and risk controls.
• Champion automation opportunities (RPA, AI, workflow improvements) to reduce manual effort, improve investigation throughput, and enhance detection accuracy.
• Drive RR cost and risk optimisation by using technology and AI to identify abusive buyer behaviours, minimise financial leakage, and implement scalable preventive controls without compromising customer experience.
• Monitor the performance of RR initiatives post-launch, identifying gaps and opportunities to improve
• Apply structured analytical frameworks to decompose complex fraud problems into actionable insights and root-cause identifications
• Recommend scalable improvements, and proactively strengthen fraud defenses while balancing customer experience

Job Requirements

• A Bachelor's degree in Business Administration, Business Analytics, Economics, Finance, Accounting, Statistics, Mathematics, Computer Science, or any other relevant quantitative or business-related discipline.
• Experience/proficiency in SQL is a plus
• Ability to apply analytical thinking towards business problems
• Self-starter with strong ownership, passionate about creating business impacts
• Ability to coordinate tasks across various stakeholders, manage project progress and achieve goals Ability to thrive in a dynamic and collaborative environment