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Manager, Digital Backend Operations, Apac

Country : India India

Region : Haryana

Town : GURUGRAM

Category : Production - Quality

Contract type : Permanent

Availability : Full time

Job description

Purpose & Overall Relevance for the Organization:

To support operations for the eCommerce business across APAC countries in the areas of fulfillment and Order Management for own ecosystem and select digital partners

Key Responsibilities:

Fulfillment

  • Drive operational efficiencies and best practices in warehouse and fulfilment operations;
  • Manage the order fulfillment process to ensure the success of order processing, on-time delivery and return;
  • Drive order management improvement projects;
  • Drive Omnichannel fulfillment initiatives with global Omnichannel team and local sales channels;
  • Manage and provide input for monthly and quarterly business review meeting to drive the SLA achievement alongside Operations team;
Performance optimization

  • Conduct regular performance evaluations and root cause analysis to review compliance with SLA, goals and agreed upon KPI's. Take corrective actions where needed;
  • Manage relationship with counterpart and monitor the service quality including plan and prepare visits, share and exchange relevant information;
  • Identify operational areas for improvement and take appropriate action. Define and generate recurring and ad hoc reports for this purpose and escalate to the Director eCom when actions outside of scope are required;
  • Work closely together with Site Coordinators and other key relationships stakeholders from other locations and the Business Process Engineer to ensure all staff are aligned with regards to process execution
  • Manage projects from conception to implementation or participate in special projects as assigned;
Key Relationships:

  • APAC Country eCommerce teams
  • APAC and country
  • Supply Chain Operations
  • Marketing Activations
  • CRM
  • APAC eCommerce analytics
  • Finance, Risk Management & ePayment
  • Legal
Knowledge, Skills, Experience and Abilities:

  • Excellent verbal and written communication skills
  • Capability of managing meetings and project plans
  • Ability to think creatively and to drive community engagement and satisfaction
  • High attention to detail
  • Multi -Tasking
  • Analytical
  • Fluent in English (oral and written) is a must
  • Past experience of managing stakeholders across geographies and time zones within the Asia Pacific region
  • Prior experience of working with Kibana would be valued
Requisite Education and Experience / Minimum Qualifications:

  • Education: Diploma / Degree in Business Administration
  • or proven track record in a similar field
  • Experience working in a multi-cultural / international environment
  • 3-5 years of working experience in a eCommerce operations environment
  • Experience with leading or functionally driving teams or 3rd parties, preferably remotely
  • Able to work collaboratively with excellent time management skills and strong sense of urgency
  • Adept in building and maintaining relationships in a matrix organization
  • IT skills: Outlook and Word: Intermediate; Excel and PowerPoint:
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