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Operations - Return Refund Operations Lead

1 month ago

Jakarta, Indonesia Shopee Full time

DepartmentOperations- LevelExperienced (Team Lead)- LocationIndonesia - JakartaThe 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. Browse our Operations team openings to see how you can make an impact with us.
- Lead and monitor junior team members in executing return & refund activities to multiple internal & external stakeholders
- Analyze overall team performance and quality standards, capture overall performance result from parameters and other supporting matrixes
- Support overall return & refund process through strategic project improvement with aim to boost performance-related quality & standards
- Maintain good relationship with relevant stakeholders to ensure high quality of operational process
- Coach and develop the team which includes people development, performance, and disciplinary actions if needed

**Requirements**:

- Bachelor's degree from any major
- 6-years of working experience from operational functions in FMCG, Telco, Oil & Gas, or other industry backgrounds
- Proven leadership experience and managing for large group of members, or coordinate with high-level of stakeholders
- Good command English language and Bahasa Indonesia
- Strong suit of stakeholder management, communication, analytical-thinking, problem-solving, and people management