Operational Excellence

2 weeks ago

Bukit Raja Selangor, Malaysia Shopee Mobile Malaysia Sdn Bhd Full time 90,000 - 120,000 per year

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

Job Description:

  • Lead and manage end-to-end headcount planning processes, ensuring alignment between workforce capacity and business volume.
  • Conduct cost analysis, budgeting, and workforce financial forecasting to support decision-making at senior management levels.
  • Develop and maintain workforce models and dashboards to track productivity, utilization, and efficiency metrics.
  • Collaborate with relevant teams from business to forecast staffing needs and optimize workforce allocation.
  • Establish and maintain strong stakeholder and vendor relationships, proactively resolving issues and negotiating terms to maximize service efficiency and cost optimization.
  • Drive continuous improvement initiatives focused on cost efficiency, workforce productivity, and operational excellence.
  • Provide leadership and performance management to customer service teams, ensuring high levels of engagement, accountability, and alignment with organizational goals.
  • Undertake additional responsibilities and assignments as directed by management to support evolving business need.

Requirements:

  • Bachelor's Degree in Business, Engineering, Supply Chain, Operations Management, or a related field.
  • Proven experience relevant to headcount planning, operations management, preferably in logistics, warehouse, manufacturing or e-commerce sectors.
  • Strong analytical and data management capabilities, with proficiency in Excel, Google Sheets, and related tools.
  • In-depth knowledge of workforce scheduling, capacity planning and cost analysis.
  • Excellent communication, negotiation, and stakeholder management skills, with the ability to influence and drive cross-functional collaboration.
  • Ability to thrive in a fast-paced, high-volume, and dynamic environment.

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