Team Lead

The OM Back Office Operation Team Lead is the overall responsible person for all activities that aims at facilitating return/refund/replacement process.

The Back Office Operation Team Lead is to ensure all related activities to be picked up timely and handled with quality that complies with per documented process.

Responsibilities:

1. In charge of establishing and running a smooth workflow to handle all activities for facilitating return/refund/replacement process, such as

-Facilitate the deployment of solutions being offered to customer, including but not limited to:

-Function as Reviewer and Approver when the customer-requested solution is invalid per order period per country per sales office.

-Monitor progress of returned orders and trigger the execution of agreed solutions.

2. Coach and monitor a team of professionals to manage the enforcement of daily schedule at assigned locations for handling assigned tasks, with reasonable shrinkage rate and attrition rate.

3. Selecting, hiring, training, coaching and evaluating all team members.

4. Establish KPIs and evaluate performance metrics to proactively identify opportunities for enhancements, alert potential challenges, provide alternative solution plans, and share feedback with OM manager.

5. Empower and mentor Back Office team to build a dynamic development culture which will bring an ever-evolving team of professionals and community.

6. Jointly contribute to the business plan abide by the budget as needed by creating & monitoring cost reports incl. cost/sale, refund rate, etc.

7.All access right to OM data of Back Office Team for evaluation and analysis purposes. Authorized to access all tools & software’s used by Back Office Team. Authorized to approve and offer solutions per documented in the “Authorization Flow”