Senior Operations Lead

Overview:

Responsible for reviewing and monitoring Terminal Aftersales activities by the service providers / vendors. Ensures each vendor adheres to the agreed service level with Maya. 

What you will do:

• Vendor Support and Management
• Supervise vendor’s SLA compliance and targets. 
• Daily review of activities done on field and return invalid activities to the vendor.
• Negative dispatch management – escalation to BU for merchant coordination
• Daily case / ticket escalation and fulfillment monitoring. 
• Process Improvement recommendations and execution.
• Daily and monthly tracker and reports monitoring.
• Other ad hoc activities related to Terminal Aftersales which can be assigned from time to time.
• Cross-functional coordination

What we are looking for:

• At least 5-8 years relevant experience 
• Ability to work in a fast-paced, entrepreneurial, results-oriented culture.
• Previous experience in e-commerce/payment/logistics industry is preferred
• Excellent interpersonal skills
• MS Office Proficiency specifically in Excel