- Kuala Lumpur Federal Territory Malaysia
Shopee Hiring! Full Time Planning - Performance Project (Operations Excellence) in Federal Territory - Ricebowl
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Responsibilities
Job Description
- Own end-to-end execution of platform exception handling initiatives across divisions
- Manage key exception buckets: aging orders, stuck orders, escrow release issues
- Drive cross-functional projects from problem identification to full implementation and stabilisation
- Ensure accurate system setup and configurations (e.g. non-working days, SLA logic)
- Lead seller migration initiatives (own fleet → platform logistics)
- Partner with internal teams (Product, SOS, Marketing Demand) to ensure smooth rollout of operational changes
- Act as the central owner to ensure initiatives are executed, not just planned
- Understand complex system processes, map dependencies across systems/datasets, and identify gaps.
- Identify root causes of operational issues and implement scalable, long-term solutions
- Reduce manual workload through automation and AI-driven initiatives (e.g. rule-based processing, distance validation)
- Improve system reliability (status mapping, escrow release accuracy, SLA calculations)
- Establish SOPs and continuously enhance processes to ensure operational stability
- Clean up and resolve legacy system/process gaps
- Build monitoring and tracking mechanisms to timely identify areas where exception handling required
- At least 3 years of hands-on experience in operations, risk/control, audit, or logistics/e-commerce environments, with direct involvement in process improvement, exception handling, or operational problem-solving
- Proven track record of implementing process improvements end-to-end (from identifying issues → designing solutions → driving rollout → ensuring stability and adoption)
- Strong ability to identify process gaps, control weaknesses, and failure points, with a mindset focused on preventing issues before they occur
- Highly execution-focused: able to drive initiatives independently, follow through on details, and ensure outcomes are delivered (not just planned)
- Comfortable working with ambiguity and incomplete data
- Excellent stakeholder management and communication skills
- Detail-oriented with the ability to zoom out and see system-level impact
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