Compliance & Driver Operations Associate – ShopeeFood

gradmalaysia.com; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading food delivery service is looking for a Compliance & Driver Operations Associate to manage rider compliance, engage with stakeholders, and enhance operational performance. Responsibilities include monitoring adherence to policies, improving processes, and supporting riders. Candidates should have 1-3 years of operations management experience, strong analytical skills, and proficiency in MS Excel. Familiarity with e-commerce is a plus, along with fluency in English and other languages.

Qualifications

• 1-3 years of experience in operations management.
• Ability to work independently and in a team.
• Familiarity with MS Excel and PowerPoint.

Responsibilities

• Oversee rider adherence to company policies.
• Collaborate with government and legal teams.
• Build and maintain performance monitoring tools.
• Identify inefficiencies and implement improvements.
• Lead risk management and resolve compliance issues.
• Engage with riders for support and satisfaction.
• Monitor service level agreements.

Skills

Analytical skills

Communication in English

Knowledge of MS Excel

Teamwork

Job description

Compliance & Driver Operations Associate – ShopeeFood

• Monitor and Enforce Compliance: Oversee rider adherence to company policies by conducting investigations, managing daily suspensions, and resolving escalated complaints.
• Stakeholder Engagement: Collaborate with Government Affairs and Legal teams to attend and represent the company in local authority and government events related to p-hailing (e.g., MIROS, JPJ, state governors).
• Operational Performance Tracking: Build and maintain performance monitoring tools (e.g., productivity trackers, QMS dashboards) to assess rider compliance, track trends, and support continuous operational improvements.
• Process Improvement & Efficiency: Identify inefficiencies in compliance workflows and implement enhancements to improve rider behavior, reduce compliance violations, and strengthen driver retention.
• Data Optimization: Develop and refine internal data templates to boost agent productivity and minimize manual errors in compliance operations.
• Risk Mitigation & Regulatory Adherence: Lead risk management efforts by identifying and resolving compliance-related issues, ensuring alignment with both regulatory requirements and internal policies.
• Cross-Functional Coordination: Manage cross-functional initiatives, such as the Quality Management System (QMS), to improve data accuracy, streamline processes, and enhance collaboration with CS and Fraud teams.
• Rider Support & Satisfaction: Provide direct support to riders through 1:1 engagement, resolving issues, addressing feedback (including from merchant teams), and promoting rider satisfaction and retention.
• Service Level Monitoring: Track and uphold service level agreements (SLA) across all compliance-related functions to ensure timely responses, operational excellence, and accountability.

Requirements

• At least 1-3 years of working experience in any related operations management background.
• Able to work as an individual and also with the team.
• Independent and flexible to take on new tasks.
• Analytical skill would be an added advantage.
• Familiarity in MS Excel and MS PowerPoint to analyze and translate trends and presentation.
• Having exposure to E-commerce background is a plus point.
• Excellent command of English and the ability to converse fluently in other languages (eg Bahasa Melayu, Mandarin) will be an added advantage.