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.
