Planning & Performance Project (Operations Excellence)

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 Operations Excellence 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