Hub Supervisor

DepartmentOperations- LevelExperienced (Team Lead)- LocationVietnam - Ho Chi Minh CityThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
- Oversee and manage the preparation and transportation of orders (e-commerce) functions. Ensure customer service standards, highest cost efficiency, sustainable operation performance, KPIs, and people capabilities.
- Provide effective planning, allocation of parcels, clustering, and rostering of riders during absenteeism, campaign days, and regular days. Delegate tasks to sorters and riders based on the number of employees.
- Ensure the fleet of delivery services are disciplined and resolve disputes/strikes that may arise in these areas, warranting efficiency. Ensure that all shipping discrepancies, damaged goods, and other claims are handled and dealt with to customer satisfaction.
- Collaborate tactically with multiple stakeholders (internal/external - buyers, sellers, etc.) to solve operational problems. Be responsible for executing a process with ambiguous deliverables and aligning stakeholders to achieve daily business needs. Communicate effectively with internal and external stakeholders, demonstrating negotiating and influencing skills.
- Ensure that the fleet is safe and healthy. Perform audits, provide feedback and trends to leadership to make sound and timely decisions on strategic/important issues.
- Ensure all locations follow and comply with safety policy and standard operations procedures for in-hub parcel collection.
- Identify, analyze, measure and evaluate risks, thereby finding measures to control and overcome the consequences of risks in operation.
- Involve in the recruitment process and select the right people for assigned hubs. Guide, train, manage and supervise team members.
- Oversee frequency (daily/weekly/monthly, etc.) operating reports.

**Requirements**:

- Diploma/Degree in Business Administration, Supply Chain Management, or relevant fields is advantageous
- Experience in logistics/ Fleet Operation would be an advantage
- Able to work on rotation shifts (no fixed off days)
- Strong team management and good communication skills
- Must have the ability to multitask, manage multiple hubs and establish priorities
- Ability to deal with ambiguous situations
- Fast learner, comfortable with fast-pace environment