Payments Experience

2 weeks ago

Ho Chi Minh City, Vietnam Shopee Full time

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.
- Responsible for ensuring each touchpoint across the Payment customer journey is engaging, elevating, and efficient hence increasing customer satisfaction & experience while providing the optimal payment cost- Focus on payment policy, payment performance, and user needs to develop a strategy and initiatives to improve payment experience
- Conduct regular market research and benchmark against the industry to explore Vietnam market payments trends and changes & provide direction for Shopee on the user payment need
- Monitor & drive transaction cost performance & optimization
- Cooperate with multiple departments to initiate and implement projects to enhance customer experience & cost optimization
- Manage a small team to assist in delivering initiative results
- Assist line manager in other tasks assigned

**Requirements**:

- 3+ years of working experience in customer experience/ business intelligence in the e-commerce/ payment ecosystem
- Bachelor's Degree
- Strong analytical abilities - seeks data-driven recommendations; challenges the quality of data available, and can speak clearly to their findings
- Problem-solving and critical thinking - identify the root cause of various business issues; recognize how these issues relate to our goals, recommend effective solutions
- Presentation skills - Develop and communicate a straightforward project narrative, vision, and action; comfortable presenting to Senior Management
- Stakeholder management - Effectively engage and influence diverse groups of stakeholders; address and incorporate their concerns into the project scope
- Fast to action - Drive actions and results based on data-driven decision-making. Looks for short-term wins in parallel with long-term ones, doesn't wait to be told what to do
- Experience managing projects and initiatives
- Fluency in English

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