BPO - Reverse Operations Management

Lazada (Thailand) (Bangkok Metropolitan Area)

Bangkok Metropolitan Region, Thailand

Founded in 2012, Lazada Group is the leading eCommerce platform in Southeast Asia. We are accelerating progress in Indonesia, Malaysia, the Philippines, Singapore, Thailand and Vietnam through commerce and technology. With the largest logistics and payments networks in the region, Lazada is a part of our consumers’ daily lives in the region and we aim to serve 300 million shoppers by 2030. Since 2016, Lazada is the Southeast Asia flagship platform of the Alibaba Group powered by its cutting-edge technology infrastructure.

About this position

The BPO - Reverse Operations Management position focuses on managing reverse operations performance, enhancing service quality, and optimizing processes related to returns and refunds.

Responsibilities

BPO -Reverse Operation management
• Manage reverse operations performance, including dispute and refund services, to achieve targets
• Provide guidance and recommendations on reverse procedures by developing solutions, standard operating procedures (SOPs), and tools to ensure service quality for vendors
• Conduct weekly and monthly performance reviews with vendors
• Collaborate with vendors to improve performance
Project & Initiatives
• Conduct performance analysis at the country or Southeast Asia (SEA) level and initiate projects to enhance key performance indicators (KPIs)
• Provide hands-on support and project management for projects aimed at improving quality and / or increasing asset recovery yields
• Reduce operating costs by developing reverse processes and collaborating with other departments to drive results
Report
• Provide a weekly and monthly summary of performance to the function lead [BAU]
• Conduct adhoc analysis as required.

Requirements

• Bachelor’s degree in related field, or equivalent experience
• 3-5 years of experience in operations, or process improvement
• Excellent communication skills as this role will required collaboration and alignment with multiple teams
• Strong analytical skills to conduct data-driven decisions
• Be creative in problem-solving
• Proficient in Project Management
• Proficient in Excel and PowerPoint
• Adaptable availability and willing to put in additional effort
• Experience strategizing with Remote monitoring Management is preferable.