Compliance & Driver Operations Associate - ShopeeFood
- Kuala Lumpur
- Permanent
- Full-time
- Monitor and Enforce Compliance: Oversee rider adherence to company policies by conducting investigations, managing daily suspensions, and resolving escalated complaints.
- Stakeholder Engagement: Collaborate with Government Affairs and Legal teams to attend and represent the company in local authority and government events related to p-hailing (e.g., MIROS, JPJ, state governors).
- Operational Performance Tracking: Build and maintain performance monitoring tools (e.g., productivity trackers, QMS dashboards) to assess rider compliance, track trends, and support continuous operational improvements.
- Process Improvement & Efficiency: Identify inefficiencies in compliance workflows and implement enhancements to improve rider behavior, reduce compliance violations, and strengthen driver retention.
- Data Optimization: Develop and refine internal data templates to boost agent productivity and minimize manual errors in compliance operations.
- Risk Mitigation & Regulatory Adherence: Lead risk management efforts by identifying and resolving compliance-related issues, ensuring alignment with both regulatory requirements and internal policies.
- Cross-Functional Coordination: Manage cross-functional initiatives, such as the Quality Management System (QMS), to improve data accuracy, streamline processes, and enhance collaboration with CS and Fraud teams.
- Rider Support & Satisfaction: Provide direct support to riders through 1:1 engagement, resolving issues, addressing feedback (including from merchant teams), and promoting rider satisfaction and retention.
- Service Level Monitoring: Track and uphold service level agreements (SLA) across all compliance-related functions to ensure timely responses, operational excellence, and accountability.
- At least 1-3 years of working experience in any related operations management background.
- Able to work as an individual and also with the team.
- Independent and flexible to take on new tasks.
- Analytical skill would be an added advantage.
- Familiarity in MS Excel and MS PowerPoint to analyze and translate trends and presentation.
- Having exposure to E-commerce background is a plus point.
- Excellent command of English and the ability to converse fluently in other languages (eg Bahasa Melayu, Mandarin) will be an added advantage.