Design and maintain standardized operational and communication processes for reverse flow and recovery management.
Develop and monitor recovery performance frameworks (e.g., stuck orders, tickets, lost parcels, clawback) to provide clear visibility of operational performance from a recovery perspective.
Act as decision-maker for complex or ambiguous cases (e.g., unclear ownership, unresolved tickets, disputed claims), ensuring timely resolution across stakeholders.
Align with CX on handling protocols, SLA timelines, and ticket response quality standards based on operational feedback.
Own and manage cross-functional projects related to clawback, loss prevention, and recovery optimization.
Partner closely with Operations to reduce stuck orders, prevent potential parcel losses, and strengthen accountability mechanisms.
Coordinate with relevant teams to continuously improve process efficiency, reduce leakage, and enhance recovery effectiveness.
Requirements
38 years of experience in operations strategy, PMO, performance management, consulting, or transformation roles.
Strong analytical capability with experience building KPI frameworks, performance dashboards, and structured reporting.
Proven ability to manage cross-functional projects end-to-end with multiple stakeholders.
Experience in loss prevention, recovery, reverse flow, risk control, or operational governance is a strong advantage.
Comfortable handling ambiguity and making decisions on complex or unclear ownership cases.
Strong problem-solving skills with ability to identify root causes and implement scalable solutions.
Excellent communication and stakeholder alignment skills, including ability to work closely with Operations and CX teams.
