ABOUT US
Build the Smarter Way to Shop!
ShopBack , the #1 rewards and discovery platform in Asia-Pacific, enables shoppers across the region to shop "The Smarter Way”. It is a one-stop rewards and discovery platform for users to earn cashback, while delivering performance-based marketing to merchants. First launched in Singapore in 2014, ShopBack has since expanded its reach to Malaysia, Indonesia, the Philippines, Thailand, Taiwan, Australia, and more recently, Vietnam and Korea. In Singapore, the company has also extended its service offering with ShopBack GO, an app-based rewards platform for in-store shopping, dining, and entertainment. We are a passionate team that wants to drive innovation and build a product that we love and are all proud of!
ShopBack partners with over 4,000 merchants including Taobao, Expedia, Shopee, ZALORA to reward its users with cashback across a wide range of categories including general merchandise, travel bookings, fashion, health and beauty, groceries, and food delivery. To date, US$100m in cashback has been awarded to our over 20 million users.
We have global ambitions and are up against international incumbents in a rapidly emerging field! We are expanding our existing team and are looking for passionate talent across APAC to be part of this exciting journey. If you are inspired to take up new challenges and leave a mark on the e-commerce landscape, then come and be part of our growing ShopBack Family!
The Post-Purchase Operations team is responsible for all processes enabling ShopBack to deliver its value to customers & merchants, after a transaction has been made. This includes being responsible for processes on commission & cashback validation and recovery, fraud management, anomaly detection and customer escalation resolution.
The role requires coordination with several stakeholders and an analytical, detail-oriented mind as you will be leading a team managing various types of time-sensitive, business-critical processes across different countries.
Leadership
Setting team vision & mission, adapting team scope to support ShopBack growth across markets & new verticals.
Defining, maintaining and reviewing the team’s KPI. Providing candid feedback to each team member on their performance.
Nurturing growth of each team member through coaching, regular performance reviews, training and sharing sessions.
Analyse current operational capability, process and procedures and develop insights to drive improvements.
Work with the Regional Operations team to develop operational strategy, planning and communications.
Transactions validation
Proactively reviewing merchants SLA on transaction validation. Looking for opportunities to shorten the transaction validation lead time.
Handle risk prediction and risk management processes for transactional data.
Verifying data accuracy against internal standards to support Finance & Data teams in financial reporting.
Working with merchants to automate or improve the process of validating transactions.
Overseeing Customer Service escalation processes related to transactions validation, and providing solutions swiftly to resolve litigations.
Transactions recovery
Overseeing the Missing Cashback claims process, and liaising with CS & Products teams to resolve issues when they arise.
Managing the Transaction Queries processes with merchants to recover Commissions from Missing Orders, and to identify the root cause leading to these issues.
Skill
Problem-solving: dive deep to identify the root cause of operational problems.
Analytical mindset: query, and manipulate data in order to investigate arising situations, as well as to identify areas for improvement.
Ability to make sense of large sets of data, basic understanding of data models.
Process oriented: able to oversee a large scope of processes corresponding to specific (groups of) merchants & networks.
Leadership: guide and inspire the team to set ambitious goals and smash them.
Ownership: be reliable in managing the functional scope autonomously, and ensure interests of customers, merchants and ShopBack are protected.
Strong business acumen: able to quickly grasp business requirements from various stakeholders.
Growth mindset: be hungry to learn and teach, receive and give candid feedback eagerly.
Requirements
3-5 years of experience in managing business-critical operations, including target settings, performance review and coaching.
Demonstrable experience in designing, deploying, and maintaining complex business processes.
Experience in collaborating with various teams on large scale projects, and driving project roadmap in collaboration with Product, Data & Engineering teams.
Mastery of excel and proficiency with SQL are required for this role
Written and spoken Chinese capabilities to support the operations in our regional office (Taiwan) would be an advantage.
