阿里巴巴Lazada eLogistics-Manager, Performance Management and Improvement-PMI

TEAM, ROLE INTRODUCTION: The Strategy, Performance Management & Intelligence (S&PMI) team is in charge of managing the Key Performance Indicators (KPI) covering service performance, contract compliance, network and operation compliance and market intelligence. We also collaborate with other functions in Platform Logistics to ensure the suitability, compliance of these KPIs. The successful candidate will be responsible for building up systematic performance management, market intelligence visibility and any strategic projects in order to steer the performance following the regional strategy direction. DUTIES & RESPONSIBILITIES 1. Strategic Performance Management & Planning ● Execute a comprehensive performance management strategy aligned with organizational goals. ● Define, track, and refine KPIs to measure business performance across departments. ● Work hand in hand with other functions in Regional and across Logistics ventures to ensure the suitability, compliance of these KPIs. ● Design and control governance, framework of working process related to critical domain in PM as regional level to drive for performance improvement. ● Measure, monitor and report Logistics Performance in terms of Delivery performance, buyer & seller experience on modes of Business as usual (BAU) and Mega Campaigns (CP). ● Identify opportunities for process optimization, cost reduction, and revenue growth through data analysis. 2. Business Intelligence ● Lead the design and implementation of advanced BI solutions (e.g., dashboards, reports, predictive models) to support real-time decision-making. ● Analyze historical and real-time data to uncover trends, root causes of performance gaps, and actionable recommendations. ● Collaborate with BI, PMI and operations teams across ventures to integrate data sources and ensure alignment with business objectives. ● Partner with internal DE, Tech teams to implement data governance and maintain data infrastructure, BI tools… 3. Stakeholder Engagement ● Present insights and recommendations to management and senior leadership, translating complex data into clear, actionable strategies. ● Act as a trusted advisor to business units, guiding them in leveraging data to achieve operational excellence. ● Facilitate sessions to align stakeholders on performance metrics and BI priorities. ● Participate in strategic project and ensure favorable milestone.

Account Delivery Management  • Drives and maintains obligations to customer across the delivery lifecycle including envisioning, solution development, delivery planning, cloud consumption and usage, delivery management. Leads or participates in steering committee meetings with strategic customers to discuss progress toward delivery success.  • Contributes to consumption activities, through others (e.g., Customer Success resources), for customers by identifying blockers to consumption goals and enabling customers, through internal teams, to get the full value of their purchases. Holds accountability for project delivery forecast.  • Collaborates with Sales to support contract setup, signature, compliance, and execution from deal approvals to invoicing and closure. Manages areas of fiscal responsibility within project portfolio, staying within budget while driving engagement profitability and risk management.  • Supports relationships with key stakeholders in the customer portfolio to ensure service delivery is on track and issues are being anticipated, identified, and managed. Communicates current view of delivery to customer stakeholders, as appropriate.    Intellectual Property (IP)  • Researches and proactively shares intellectual property (IP) and provides recommendations for improvement including submitting new IP. Holds others accountable for reusing appropriate IP and collective knowledge by enforcing use of processes and artifacts with team members.    Relationship Development  • Engages with customer stakeholders to develop partnerships, leveraging broad technical expertise. Manages escalations or ensures resolution of escalations with customer stakeholders through tailored corrective action (e.g., education) and overcomes ambiguous situations as needed. Learns to leverage project sponsors and internal network to influence stakeholders and resolve situations.  • Drives customer satisfaction by engaging with customers stakeholders in a positive manner, reviewing and analyzing customer feedback, and leveraging trusted relationships with key internal resources to act as the voice of the customer. Manages expectations with political sensitivity by leading Success Expectation discussions with customer, and documenting, executing, and monitoring through customer and partner experience (CPE).  • Adheres to project compliance standards (e.g., confidentiality, privacy) and requirements of the contract and accommodates customer compliance standards, including managing compliance-related complexities (e.g., high sensitivity to confidentiality). Champions compliance by contributing to knowledge sharing across teams to build compliance capability of others.    Initiation  • Drives project initiation for projects of medium complexity (e.g., multiple offerings, and/or supports projects of high complexity (e.g., tailored offerings, high visibility, high impact, market making) by delivering a workstream within a larger project/program, by driving commitment of delivery resources, assigning resources, assisting in sourcing and qualifying partner resources, and creating work breakdown structures (WBSs) with delivery team.   • Balances needs across projects in challenging situations (e.g., scarce technical resources), with support from senior colleagues as needed, and collaborates with other groups (e.g., resource managers, Global Delivery Center) on integrated planning and organization of onshore/offshore projects.    Contracting  • Facilitates contracting process for customer and partner resources (e.g., contractors, vendors) by briefing partners, coordinating partner candidate interviews, and identifying and acclimating partner resources to the team. Supports negotiation and structuring of fixed-fee subcontractor contracts with oversight from senior colleagues. Monitors and initiates Amendments, Delivery Acceptance, Proof of Delivery, and Invoicing processes.    Presales  • Contributes to pre-sales for medium-impact projects by articulating the business value proposition associated with the project/change and considering associated complexities and risks to ensure feasibility of commercial offer. Participates in review of proposed scope and assists in developing Statement of Work (SOW), Work Breakdown Structures (WBSs), estimates, preliminary risk assessments, etc.    Planning  • Develops detailed project management plan to drive predictable delivery for projects of medium complexity or supports senior colleagues in projects of high complexity, leveraging existing materials and experience to drive scope, resources, and Microsoft project schedule in alignment and collaboration with customer plan. Ensures use of baselining, resource load balancing, and application of work effort, dependency management, contingency planning, and utilization of software (e.g., Timeline).  • Establishes clear expectations and accountabilities (e.g., reconfirm scope, Responsible-Accountable-Consulted-Informed matrix) with all project team members (e.g., consultants) and stakeholders for teams of medium complexity by leading internal and external kick-off meetings (e.g., sales to delivery handoff, formal kick-off meetings). Proactively engages broad set of internal and external stakeholders, including those who are impacted by project scope/outcome, but not directly involved (e.g., Enterprise Operating Unit, India Global Delivery, customer stakeholders) and engages subject matter experts in holistic planning activities, including team validation.    Monitoring and Controlling  • Orchestrates and oversees a broad range of project metrics on midsize to large projects with high visibility (e.g., Vice President-level). Proactively ensures adherence to key performance indicators (KPIs) and provides strategic direction to drive success throughout project lifecycle.  • Proactively manages risks and issues within projects of standard complexity, leveraging technical knowledge and previous experience to evaluate risks, perform qualitative analyses (e.g., probability, impact, urgency), create risk management plans, establish processes, and work with cross-functional groups and leaders to mitigate identified risks. Contributes to recovery efforts and ensures tools are updated. Manages issue closure as a high priority.  • Ensures timely completion and quality of deliverables (e.g., documents) and tracking of agreed upon metrics for projects of standard complexity by applying quality management techniques (e.g., benchmarking, interviews) for collecting data. Uses analyses to identify solutions to systemic issues.  • Discusses and confirms Microsoft change control processes at kickoff with customer. Anticipates changes and proactively addresses by probing to ensure change can happen smoothly early in the process. Tests process before initiating formal change.  • Manages finances for projects with mid-size to large scopes and budgets by balancing funding and resources across workstreams, performing analyses, and leveraging cost management experience and expertise. Aims to reduce cost and improve delivery margin without impact to quality or customer experience and understands impact of decisions on the broader business (e.g., profits and losses [P&L], accrual-based accounting).   • Manages stakeholder communications on project health, issues, and financial performance for mid-size to large deals throughout entire project lifecycle, tailoring communications to the audience. Tracks and maintains customer deliverables.    Closure  • Drives timely project closure by ensuring completion of project sign off tasks (e.g., system closeout updates, deletion of customer data, Deliverable Acceptance Form). Drives incremental process improvement by reflecting on and sharing lessons learned across teams, creating and suggesting improvements to intellectual property (IP), providing feedback to managers on team member performance, and conducting closeout interviews with team members.  • Applies advanced knowledge across project management principle areas to execution and delivery, contributes at local team-wide level to share knowledge and support others, serves as a mentor to less experienced colleagues to grow identified skill gaps, and participates in cross-border mentoring and peer alignment to share lessons learned on challenging projects.    Business Growth  • Demonstrates accountability for the financial health of a project or program (e.g., revenue attainment, accurate forecasting, cost management, and utilization, skills, and capacity planning). Identifies opportunities to accelerate and drive consumption and delivery. Owns and drives backlog risk management. Drives incremental business on top of existing projects and programs through next step proposals, conducts customer discussions related to next stage proposal (NSP) and other opportunities. Engages in the pursuit cycle to ensure deals are structured appropriately. Supports and contributes to rhythm of business (ROB) and Chief Financial Officer (CFO) forecasting.  • Looks for or creates opportunities to maximize timely cloud consumption through current deliveries. Identifies new opportunities with customers and facilitates follow up conversations with customers on Consumption both strategically and operational, and to accelerate delivery or prevent delivery delays.  Other  • Embody our culture and values 

The Senior Manager, Organization Development (OD) is responsible for designing and implementing strategies that enhance the effectiveness of the organization. This role focuses on improving organizational performance through change management, leadership development, talent management, and culture building. The Senior Manager will collaborate closely with senior leaders to align OD initiatives with business objectives. Key Responsibilities: 1. Strategic Planning: - Develop and implement OD strategies and initiatives aligned with the overall business strategy. - Conduct organizational assessments to identify areas for improvement and develop action plans. 2. Change Management: - Lead and manage large-scale organizational changes, ensuring smooth transitions and minimal disruption. - Provide guidance and support to leaders and teams during change initiatives. 3. Talent Management: - Develop and implement talent management frameworks, including succession planning and career development. - Collaborate with HR and business leaders to attract, retain, and develop top talent. 5. Performance Management: - Enhance performance management systems to ensure alignment with organizational goals. 6. Stakeholder Engagement: - Build and maintain strong relationships with key stakeholders across the organization. - Serve as a trusted advisor to senior leadership on OD matters.

1. Oversee service delivery for both BPO and in-house customer service teams 2. Manage client relationships and ensure service level agreements are met 3. Monitor and improve performance metrics across all customer service channels 4. Coordinate service delivery efforts between different teams and departments 5. Implement and optimize customer service processes and technologies 6. Manage budgets for service delivery and allocate resources effectively 7. Provide leadership and mentorship to team managers and supervisors 8. Analyze customer interaction data to identify trends and areas for improvement 9. Ensure compliance with quality standards and regulatory requirements 10. Develop and implement strategies to enhance customer satisfaction and loyalty 11. Manage vendor relationships with BPO partners 12. Lead continuous improvement initiatives for service delivery *The task responsibility and allocation is subject to change based on business needs