BPO - Reverse Operations Management
About this position
Responsibilities
• 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
• 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
• 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.