Senior Associate, Business Analysis-Vietnam SSTCÔNG TY TNHH CHUYỂN PHÁT NHANH LAZADA VIỆT NAM

PUD PERFORMANCE SUPERVISOR ROLE:
Apply analytical expertise to ensure the real time response to potential service incidents and provide reporting services for key operations performance indicators to identify opportunities to improve service quality and drive down costs
Report directly to Performance Manager
*PUD: pickup, delivery & return
RESPONSIBILITIES:
***Increase PUD performance and compliance visibility
+ Provide a single channel for clear visibility of PUD KPIs
+ Less manual, more automated performance & compliance report/ tool
+ Produce and distribute reports regarding the service quality review. Ensure that reports are effective, timely and consistently analyzed to identify service disruptions as well as opportunities
***Ensure operations monitoring, controlling
+ Pro-actively tracking of the performance to against agreed target and tracking compliance to adherence defined standards and processes
+ Identify performance and compliance gaps on time
+ Drive/ facilitate operations team's root causes analysis and corrective action plan in case exceptions happen
+ Promptly and independently initiate corrective action in the event of problems or identifiable service disruptions in order to maintain the given service commitments to customers
+ In case of critical failure detection or repeat of non-conformity, immediately feedback to corresponding operations lead for reason and resolution & follow up closure
+ Ensure performance compliance & implement internal performance audit to ensure all activities are carried out in compliance with SOP/WI/ performance standard
+ Walk to the floor regularly to have operation insight, build up the relationship & point out the performance gap with Operation team
*** Drive PUD performance continuous improvement