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.
- ** Socialize and inform agents related to applied policies and standards with the Agents in order to ensure Agents understand and comply with performance standards and policies to achieve company's goals**:
- ** Providing advice and solved the issues occurred (as 3**rd **escalation point) that can't be handled by Service & Recovery Team Team Lead**:
- ** Monitor and evaluate the Service & Recovery's team performance (in handling appeal customer complained in CS) in order to identify the gap and improve their performance**:
- ** Review, understand, and socialize identified fraud/scam patterns to Teams in order to prevent/minimize the possibility of potential risk to happened**:
- ** Review, approve/reject, and socialize plan program implemented from Team Lead to prevent fraud/scam in order to make safeguard for company asset's**:
- ** Handling special cases related in fraud problem from Agents (3**rd** escalation point) in order to solve the problem that need extra care**:
- ** Escrow pending analysis for cases suspected / related to fraudster/scammer, in order to release the escrow to Seller**:
- ** Handling Reserve Balance on seller wallet in order to clawback fraud/scam loss to reduce our loss**:
- ** Providing analysis for ad hoc tasks requested from other team in order to support the ad hoc requests**
**Requirements**:
- ** 5 years min experience in operation or strategy, customer service, fraud r irsk**:
- ** Strong leadership skills**:
- ** Excellent problem solving and team management**:
- ** High attention to details**:
- ** Proficient in using Excel / G-sheet & PowerPoint / G-slide**:
- ** Good structure, decent logic, good with numbers