Learning & Development Lead (Customer Service)

DepartmentOperations- LevelExperienced (Team Lead)- LocationIndonesia - JakartaThe 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.- Managing and leading Knowledge Management System & Training team in SPX Express' Customer Service- Determining, negotiating and agreeing on in-house learning & development procedures, standards and specifications- Develop and improve training curriculum for SPX Express' Customer Service team- Investigating and setting standards for learning & development improvements- Working with operations staff and other business support staff to establish procedures, standards, systems and procedures- Determining training needs for the improvement of the team- Monitoring daily, weekly, monthly performance of the team- Work with Project Management Team and other related departments to find issues and areas for improvement**Requirements**:- Bachelor's degree from any major- Minimum 5 years as Supervisor/Manager in the Customer Service Industry- Preferably have experience as Customer Service- Creative problem solver with good interpersonal skills- Highly numerate with solid analytical skills- Self-starter that is highly capable to work independently with a tangible track record of results-based process improvement and project management- Fluency in English in addition to native fluency in Bahasa- Willing to do frequent business trip to Yogyakarta or other cities as needed