Assistant Deputy Head, Customer Experience

Ho Chi Minh City, Vietnam
Operations – Customer Experience /
Permanent, Full-time /
On-site
Ninja Van is a tech-enabled logistics company on a mission to provide hassle-free delivery services for businesses of all sizes across Southeast Asia. Launched in 2014, we started operations in Singapore and have become the region's largest and fastest growing last-mile logistics company, partnering with over 35,000 merchants and delivering more than 1,000 parcels every minute across six countries. 

At our core, we are a technology company that is disrupting a massive industry with cutting-edge software and operational concepts. Powered by algorithm-based optimisation, dynamic routing, end-to-end tracking and a data-driven approach, we provide best-of-class delivery services that delight both the shippers and end customers. But we are just getting started! We have much room for improvement and many ideas that will further shape the industry.

Support CE Head to monitor &  evaluate performance of CE Team (ex: productivity, cost efficiency, CSAT, DSAT…)
Support CE Head to do planning for CE Team such as: headcount planning, workflow standardization, budgeting…
Coordinate with Regional & Local stakeholders to brainstorm, discuss, deploy CE-related projects.

Key Accountabilities


    • Performance monitoring & system management (50&)
    • Analyze daily/weekly/monthly/quarterly performance data and reports against standards of quality and productivity.
    • Manage the service quality & report quality of local phone operator vendors such as caresoft, access administration of those equipment and systems deployed in the local Customer Experience Organization.
    • Maintain IVR greeting, and manage/adjust the phone routing flows.
    • Proactively input to improve the scorecard of Customer Experience employees.
    • Manage FSR system as local FSR representative.

    • Planning & Process innovation (20%)
    • Create, implement, and develop effective customer service procedures, policies, and standards.
    • CE SOPs representative: represent CE Head in country SOP Committee & to work with CE Managers to build/revise/update CE SOPs & work instruction.
    • Prepare and submit to the Head of Customer Experience the cost calculation of the CE team such as operation cost, new project, and implementation plan in the most economical way.
    • Manage the headcount budget enables excellent accessibility for customers, whilst effectively managing cost.
    • Support the Customer Experience to do planning by actively identifying the high potentials/risks & propose action plans accordingly.

    • Project Management (20%)
    • Coordinate with the company's cross-departments & Regional team in project understanding & build-up.
    • Supervise the project progress, together with the cross-department & Regional team.
    • Provide project evaluation (if any).

    • Others (10%)
    • Assist the CE deputy head in daily team management & reporting.
    • Other ad-hoc assigned by CE deputy head

Key Requirements

    • Excellent in English (both verbal & written)
    • University & above
    • Skills:
    • Analytical ability to understand and interpret data for a range of audiences.
    • Solid project management skills with an ability to be flexible when required.
    • Strong numeracy skills with some experience of managing complex budgets.
    • An ability to prioritize workloads and juggle competing demands.
    • Faultless planning skills including deep understanding of the planning consent process.
    • Problem solving & project management
    • Experience:
    • From 5 years of proven planning experience in MNC companies.
    • Extensive experience of the planning process from preparation and submission to consent and appeal.
    • Proven experience and knowledge in effective training, coaching and people management practices, including leadership development.
    • Evidence of previous report writing and making recommendations on major planning applications.
    • Analytical track record for using and translating data for proposal planning purposes.
    • Project management know-how with previous experience of taking planning projects through the stages from formation to finalization.
    • Skillful in planning and data analytics.
    • Core Competencies
    • Communications
    • Strategy development
    • Critical thinking
    • Business acumen

Benefits


    • Working address: Ninja Van Vietnam Office, 307/21 Nguyễn Văn Trỗi, Phường 1, Tân Bình

      Salary and benefits:
    • Competitive income compared to the market
    • Phone allowance
    • "Tet" bonus , Performance review from 1 - 4 months
    • Paid social insurance based on full salary
    • 15 days annual leave, 5 days sick leave (with full salary)
    • High-class AON Health Insurance for manager level.
    • Year End Party, annual Townhall Ceremony
    • Annual company trip 
    • Attractive team-building activities, regular internal activities
    • Provide laptop for employees

    • Training and developing:
    • Participate in internal training courses: online/offline
    • Opportunities to promote to higher positions: Senior, Team Leader, Manager, etc.

    • Work environment & colleagues:
    • Senior leaders are open-minded, respectful, and ready to facilitate personal growth
    • Young and dynamic working environment
    • The scope of work is large, the company has more than 6000 employees, the company has operations spreading to 63 provinces/cities thoughout the country.
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