End-to-End Refund Operations Analyst

Shopee; Manila; On-site; PHP 335,000 - 580,000; Full time

Job summary

Shopee is seeking an RR Analyst to oversee the end-to-end refund operations for ShopeeFood Buyers and Merchants. You will ensure requests are reviewed fairly and within SLAs, monitor key metrics, and collaborate with Customer Service, Merchant Operations, Finance, and Product to drive improvements.

The role welcomes fresh graduates and candidates with 1–2 years in refund/claims/payments/risk or operations. Strong analytical skills, Excel/Sheets proficiency, and excellent detail orientation are

Qualifications

• Bachelor's degree in business-related field; fresh graduates welcome.
• We prefer 1–2 years in refund, claims, payments, risk, or operations.
• Strong analytical and problem-solving abilities, objective decision-making.
• Proficient with Excel or Google Sheets and data reporting.
• Excellent attention to detail and accuracy when reviewing refunds and charges.
• Strong communication and stakeholder management to coordinate across teams.

Responsibilities

• Oversee end-to-end refund process for ShopeeFood Buyers and Merchants within SLAs.
• Review eligibility, amounts, merchant charges, and disputes per policy.
• Monitor refund metrics: volume, approval/rejection rates, processing times, and value.
• Analyze trends, identify root causes, gaps, and improvement opportunities.
• Coordinate complex/escalated refund cases with Customer Service, Merchant Ops, Finance, and Product.
• Develop and improve refund policies, SOPs, workflows, and escalation processes.
• Create and maintain reports, dashboards, and trackers to show refund performance and merchant impact.

Skills

Analytical skills

Attention to detail

Communication

Stakeholder management

Organizational skills

Independent work

Education

Bachelor's degree in Business, Industrial Engineering, Operations Management, Finance, Economics, Management Engineering

Tools

Excel

Google Sheets

Job description

Shopee is seeking an RR Analyst to oversee the end-to-end refund operations for ShopeeFood Buyers and Merchants. You will ensure requests are reviewed fairly and within SLAs, monitor key metrics, and collaborate with Customer Service, Merchant Operations, Finance, and Product to drive improvements.

The role welcomes fresh graduates and candidates with 1–2 years in refund/claims/payments/risk or operations. Strong analytical skills, Excel/Sheets proficiency, and excellent detail orientation are