Operations Specialist - Process Optimization, SPX Express

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.