Verification - Risk Response, Spx Express

3 days ago

Ho Chi Minh City, Vietnam Shopee Full time

Department Operations- LevelExperienced (Individual Contributor)- 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.
- Risk & Response is a part of our larger Risk and Compliance management team at SPX. It exists to respond to real-time crises, proactively identify and evaluate emerging risks, conduct post mortem investigations that provide critical insights to our internal cross functional stakeholders and deliver action oriented assessments that benefit our stakeholders.Key Responsibilities:
- Receive and analyze internal reports/complaints or concerns to determine the issue then classify and direct to appropriate teams
- Call out to the reporters to understand & extract more information
- Liaise with various departments (including internal Risk Management, HR, Operations,...) to gather information and coordinate efforts in resolving internal issues
- Serve as a mediator between reporters and different departments within the organization
- Document and track escalated issues from initiation to resolution, maintaining clear and comprehensive records in the company’s system.
- Respond to real-time incidents or crises, proactively identify and evaluate emerging risks
- Work with/as the first line of defense to identify, assess and resolve risks of all risk types and coach the business to design and implement controls
- Monitor risks against limits and thresholds and work with risk owners/group risk team to resolve them within a set timeline
- Provide guidance and training on scanning and extracting information from reporters. Train other departments on handling difficult cases and recognizing when escalation is necessary.
- Identify opportunities for improvement in reporting flow/ overall satisfaction and resolution of escalated issues
- Other tasks assigned by the manager

**Requirements**:

- Bachelor’s degree in Business Administration
- 1-2 years of working experience in Customer Relationship with strong problem-solving and decision-making skills
- Ability to work effectively under high pressure and strong interpersonal and communication skills to engage with different teams.
- Attention to detail and strong organizational skills
- Keen interest and acute knowledge of social media challenges, sensitivity to internal dispute/complaint, and experience with crisis management.
- Ability to work in a fast-paced environment and adapt to day-to-day challenges

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