Business Analyst - Regional Operations (Return and Refund)

About the Team

The Regional Operations team at Shopee oversees critical functions including Customer Service, Returns & Refunds, Listings, Seller Operations, and Fraud prevention. Their mission is to ensure platform sustainability by providing a smooth and integrated experience for both buyers and sellers. The team tracks key performance indicators, analyzes gaps in performance, and collaborates with local teams to implement enhancements. Additionally, they lead strategic operational projects that span multiple Shopee markets by optimizing processes, personnel, technology, and policies to improve efficiency and user satisfaction.

Job Description

• Design and continuously improve comprehensive Returns & Refund (RR) policies, processes, and automated systems to create a streamlined and efficient returns experience across multiple markets.
• Collaborate closely with regional stakeholders and senior leadership to develop RR strategies that balance customer satisfaction, seller experience, costs, and risk management, ensuring consistent execution across regions.
• Work in partnership with Product Management and Technology teams to utilize technological tools, data analytics, and AI-powered buyer risk assessments to optimize RR privileges, effectively managing buyer experiences alongside cost and risk constraints.
• Lead initiatives to reduce RR-related costs and risks by deploying technology and AI to detect and prevent abusive buyer actions, minimizing financial losses while maintaining a high-quality customer experience.
• Track and analyze the performance of implemented RR initiatives, identifying areas for process, system, or experience enhancement to drive continuous improvement.

Requirements

• Possession of a bachelor’s degree in Business Administration, Business Analytics, Economics, Finance, Accounting, Statistics, Mathematics, Computer Science, or related quantitative or business disciplines.
• Experience or proficiency in SQL is advantageous.
• Strong analytical skills with the ability to apply logical thinking to solve business problems.
• Self-motivated individual with high ownership and a drive to create measurable business impact.
• Effective coordination skills to manage tasks and projects across multiple stakeholders and ensure goal completion.
• Ability to perform well in a fast-moving, team-oriented environment.