Planning & Performance Project (Operations Excellence)

• Own end-to-end execution of platform exception handling initiatives across divisions
• Manage key exception buckets: aging orders, stuck orders, escrow release issues
• Drive cross-functional projects from problem identification to full implementation and stabilisation
• Ensure accurate system setup and configurations (e.g. non-working days, SLA logic)
• Lead seller migration initiatives (own fleet → platform logistics)
• Partner with internal teams (Product, SOS, Marketing Demand) to ensure smooth rollout of operational changes
• Act as the central owner to ensure initiatives are executed, not just planned

Operations Excellence

• Understand complex system processes, map dependencies across systems/datasets, and identify gaps.
• Identify root causes of operational issues and implement scalable, long-term solutions
• Reduce manual workload through automation and AI-driven initiatives (e.g. rule-based processing, distance validation)
• Improve system reliability (status mapping, escrow release accuracy, SLA calculations)
• Establish SOPs and continuously enhance processes to ensure operational stability
• Clean up and resolve legacy system/process gaps
• Build monitoring and tracking mechanisms to timely identify areas where exception handling required

Requirements

• At least 3 years of hands-on experience in operations, risk/control, audit, or logistics/e-commerce environments, with direct involvement in process improvement, exception handling, or operational problem-solving
• Proven track record of implementing process improvements end-to-end (from identifying issues → designing solutions → driving rollout → ensuring stability and adoption)
• Strong ability to identify process gaps, control weaknesses, and failure points, with a mindset focused on preventing issues before they occur
• Highly execution-focused: able to drive initiatives independently, follow through on details, and ensure outcomes are delivered (not just planned)
• Comfortable working with ambiguity and incomplete data
• Excellent stakeholder management and communication skills
• Detail-oriented with the ability to zoom out and see system-level impact