Team and Role Introduction
Reverse Ops Reverse differentiation, Returns elevation and UX / Reverse Friction Reduction via reducing reverse contacts, DRTM disputes, E2E dispute resolution and optimizing Refunds only coverage
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 & Initaitves
- 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/Qualifications
- Bachelors 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
