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Regional Assistant Manager, Fulfillment (KAM & Business Operations)

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Ninja Van is a tech-enabled logistics company on a mission to provide hassle-free delivery services for businesses of all sizes across Southeast Asia. Launched in 2014, we started operations in Singapore and have become the region's largest and fastest growing last-mile logistics company, partnering with over 35,000 merchants and delivering more than 1,000 parcels every minute across six countries.

At our core, we are a technology company that is disrupting a massive industry with cutting-edge software and operational concepts. Powered by algorithm-based optimisation, dynamic routing, end-to-end tracking and a data-driven approach, we provide best-of-class delivery services that delight both the shippers and end customers. But we are just getting started! We have much room for improvement and many ideas that will further shape the industry.

The New Business Units (NBU) division comprises some of the most exciting and enterprising teams at Ninja Van. Building on Ninja Van’s existing capabilities, we experiment with new ideas to develop innovative products and services that enhance our core business and help us serve our clients, partners and end-customers better.

The KAM and BizOps function is responsible for building and implementing the infrastructure that ensures that the business operates in an organised, sustainable and scalable manner across markets.

As part of the Regional KAM function, the role will be responsible for providing good visibility and analysis on all existing customers to ensure that we closely monitor volume fluctuations and potential churn indicators. In addition, this role will support strategic, multi-country initiatives to increase wallet share growth, shipper retention, shipper satisfaction, and build and implement end-to-end processes to ensure a consistent and high-quality shipper experience from onboarding to reactivation. This role would involve a high-level of engagement and partnership with local teams to develop, implement and localise end-to-end business processes to ensure operational stability and customer satisfaction. In the BizOps focus area, this role is responsible for setting up and managing critical process on BizOps and FinOps, which includes ensuring adherence to business and finance operations processes, management of centralised databases and dashboards, and developing sound risk management processes (especially on claims and ARs) to manage key business risks in the order-to-cash cycle.

Responsibilities

Own end-to-end customer experience during onboarding to ensure continuous operational stability
Consolidate a playbook of best practices for key account management to be rolled out across markets
Provide visibility through an extensive customer database to track customer success and satisfaction metrics, with a key focus on volume fluctuations and potential churn indicators
Implement targeted shipper reactivation initiatives
Responsible for overseeing and maintaining centralised databases and dashboards to provide single source of truth for business performance
Responsible for managing critical finance operations, with a key focus on billing
Implement sound risk management processes, including claims and ARs, through analysing all key business activities in the order-to-cash cycle
Constantly iterate and improve processes based on feedback from country teams and key stakeholders (e.g. Finance)
Ensure strong execution and adherence to processes

Requirements

2 - 4 years of relevant experience in management consulting; or a strategy and operations within a similar high-growth, fast-paced environment
Strong understanding of end-to-end business processes, including financial processes
Familiarity with B2C e-commerce fulfilment services targeted at servicing large number of small customers (less contract logistics)
Structured, logical and hypothesis-driven approach to identifying, scoping and solving problems
Excellent stakeholder management abilities. Proficiency in working closely with in-country stakeholders
Proven track record of successfully delivering on projects within the defined timelines
Advanced proficiency in Excel and Powerpoint, comfortable working with large data sets
Exposure to working across geographies, teams and individuals of different cultures, particularly across Southeast Asia

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