Vacancy Description
- 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 recover...
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