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SeaMoney - Operations Lead (Insurance)

Shopee
BGC Fulltime 69

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. Browse our Operations team openings to see how you can make an impact with us.

Job Description:
  • Lead the design and development of key operational processes and SOPs to deliver superior customer experience
  • Track and monitor operation and customer experience performances across key functions and customer interactions
  • Conduct root cause analysis to identify quality and productivity improvement areas
  • Develop programs and policies to improve key customer & operational metrics
  • Ensure compliance of key operational metrics and work closely with the risk management team to manage operational risk events.
  • Work with the Product Management team to drive and manage system enhancements to current back-office systems and processes
  • Working alongside business development, compliance, product management and risk management functions to constantly optimise the operational processes and product experience of the customers
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