CSAT & Root Cause Analysis: Analyze CSAT/DSAT feedback and audit findings to identify key drivers, root causes, and recurring trends.Translate insights into clear problem statements and improvement opportunities.
Training & Capability Building: Collaborate with the Training team to design and deliver targeted refreshers based on QA findings, focusing on product knowledge, communication, and critical thinking skills.
Process & Experience Improvement: Partner with Operations, Product, and relevant stakeholders to identify process inefficiencies and recommend enhancements that improve turnaround time, resolution quality, and overall customer experience.
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Build and manage relationships with external business partners, lead day-to-day partner engagement and ensuring collective business growth
Monitor business performance of assigned products and partnerships, supporting the team in flagging risks or growth opportunities that align with the company’s goals
Support the preparation of business proposals, internal briefs, and partner-facing materials as required
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Lead and coordinate channel projects from initiation to completion, collaborate with cross-functional teams including Product, Legal, Risk & Compliance and Operations to ensure all deliverables are met within stipulated timelines.
Possess at least a Bachelor degree or higher in Business, Economics or other relevant discipline
At least 2 year(s) of work experience in related scope
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Track TPA performance metrics (active merchants, transaction volume, dormancy rate, MDR contribution) and drive corrective actions or optimisation initiatives where required.
Oversee merchant portfolio quality via TPAs, including monitoring dormant merchants, merchant category risks, and alignment with ShopeePay/SPayLater target segments.
Act as the primary point of contact for TPAs, banks, and internal stakeholders (SPayLater Risk, Legal, Product), ensuring alignment and timely issue resolution.
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Monitor portfolio and funding performance, including asset quality, cash flow trends, and reporting, while supporting ongoing partner management and issue resolution.
Analyse funding and portfolio data to identify opportunities to optimise funding allocation, improve capital efficiency, and reduce cost of funds.
Conduct research on market trends, securitisation structures, and regulatory developments across key markets.
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