Executive, Retail Operations (Sibu, Sarawak)

Job Purpose To manage and monitor the day-to-day operations of Pick-Up Drop-Off (PUDO) services across East Malaysia, ensuring operational efficiency, partner satisfaction, and service quality. The role will also support problem-solving, process improvement, partner management, and the onboarding of new PUDO partners. Key Responsibilities 1. PUDO Operations • Monitor and manage daily PUDO operations across the assigned region. • Attend to requests and operational matters raised by PUDO partners through WhatsApp and other communication channels. • Coordinate with internal stakeholders, including Customer Service, Warehouse, Sales, and Key Account Management, to resolve operational issues. • Escalate issues to the relevant teams and follow through until resolution. • Ensure compliance with all relevant SOPs and Work Instructions. • Monitor operational performance and identify areas for improvement. 2. Fleet Operations • Assign daily deliveries to PUDO partners through zonal or manual routing. • Support partners with daily operational activities, including: • Parcel sorting • Van inbound • Lat/Long parcel management • PET ticket creation • Route monitoring • Route inbound • COD banking and reporting • Ensure timely COD remittance and accurate reporting. • Ensure compliance with relevant Fleet Operations SOPs and Work Instructions. 3. PUDO Partner Acquisition & Onboarding • Identify and evaluate potential PUDO partners within the assigned region. • Conduct market research to identify suitable partnership opportunities. • Initiate contact and build relationships with prospective partners. • Support partnership discussions and negotiations. • Conduct onboarding sessions for new partners, including training and operational guidance. • Ensure new partners are smoothly integrated into the company's PUDO network. 4. Partner Relationship Management • Serve as a key point of contact for assigned PUDO partners. • Build and maintain strong, professional relationships with partners. • Conduct regular check-ins to understand partner needs and address concerns. • Provide timely support and guidance on operational matters. • Work with partners to identify growth opportunities and address operational challenges. • Maintain high partner satisfaction and support partner retention. 5. Training & Partner Support • Develop and deliver relevant training and product knowledge sessions for PUDO partners. • Provide ongoing operational support and guidance. • Monitor partner performance and identify areas requiring improvement. • Provide coaching and recommendations to improve partner productivity and service quality. 6. Data Analysis & Continuous Improvement • Analyse operational data and performance trends to identify issues and improvement opportunities. • Use data to support operational decision-making and improve turnaround time, service quality, and cost efficiency. • Support the development and testing of new operational processes and services. • Recommend improvements to existing processes and SOPs where required. Key Requirement • Good written and verbal communication skills in English. • Strong interpersonal and relationship-building skills. • Analytical and problem-solving skills. • Proficient in Microsoft Excel and comfortable working with operational data. • Familiarity with data visualisation tools such as Metabase or Redash is an advantage. • Able to work independently and collaboratively in a fast-paced environment. • Proactive, organised, responsible, and able to take ownership of assigned responsibilities. • Strong initiative and persistence in following through on issues and tasks.