美团Keeta中东客服业务财务BP
任职要求
1.Bachelor's degree or above, background in corporate finance, accounting, finance or related majors. 2.More than 5 years of experience in finance BP or related positions, familiar with multicountries business. 3.Have a strong curiosity and entrepreneurial spirit, and eager to learn new things. Able to quickly adapt to new environments and job responsibilities. 4.Have good communication skills and team spirit, and can effectively coordinate and cooperate with different departments. 5.Proficient in using financial software, office software and statistical analysis methods, with good data processing and analysis capabilities. 6.Have a strong sense of responsibility and business sensitivity, think deeply, and possess skills in identifying and resolving issues. 7.Able to use English as the working language, and open to travel to the multicountries . 具备以下条件优先 1.Have overseas financial management experience in multinational companies. 2.Can use English or Arabic as the working language. 3.Have work experience in global on-demand/logistics/e-commerce platforms companies.
工作职责
1.Assist costomer service platform business team(mulitcountry) on the whole financial process, formulate and optimize financial processes and rules, provide professional financial advice and promote implementation. 2.Support financial matters for customer service business in new countries/cities launching, ensure smooth business-related financial processes, and control financial risks. 3.Cooperate with professional financial teams such as accounting, tax, reporting, treasury, internal control, etc., to ensure all businesses comply with financial rules. 4.Participate in the customer service platform's business plan developing, be responsible for the annual financial budget and rolling forecast, and establish budget management framwork inside country's CE business and conduct effective budget management together with the business team. 6.Gain in-depth understanding of the business, work closely with business partners, establish an effective financial analysis system, conduct in-depth analysis of business operations, providing valuable advice and measure on cost optimization. 7.Participate in the construction of financial digitalization and put forward demands and suggestions from the perspective of analysis and monitoring.
流程优化与线上化建设 诊断现有客服业务流程痛点，设计并推动优化方案落地 主导客服系统（如工单系统、知识库等）的数字化迁移与线上化改造 协同产研团队开发自动化工具，减少人工操作环节 运营策略与数据分析 通过数据建模（SQL/数据表格使用等）分析客服效能、客户满意度等核心指标 输出周期性业务洞察报告，制定可量化的运营改进策略 针对中东地区业务特点，设计本地化服务流程及SOP 跨区域协作 作为BPI接口人，协调中东当地团队完成流程试点与落地 定期开展海外业务调研，识别跨文化服务中的改进机会 优先考虑： 持有Six Sigma/PMP等认证 有中东市场或跨文化团队协作经验 熟悉主流客服系统（Salesforce等）
1基于客户投诉率、客户满意度、骑手服务准时率等核心KPI，设计并持续优化骑手服务流程。 2针对不同商家类型、配送品类与配送场景（高峰期、商圈、住宅区、写字楼）制定标准化SOP。 3梳理并开发服务话术、行为规范、礼仪举止等模块化内容，形成可量化、可复制的流程手册。 4协同商家运营、区域调度、客服及线下巡检团队，按需落地培训与考核，确保流程执行一致性。 5建立流程监控与反馈机制，通过数据分析、客户回访、骑手访谈等方式持续迭代；对异常案例快速响应并推动改进。 6定期输出流程评估报告，提出提升建议。 1Design and continuously optimize rider service processes based on core KPIs, including customer complaint rate, customer satisfaction, and rider on-time service rate. 2Develop standardized SOPs for various merchant types, delivery categories, and scenarios (peak hours, business districts, residential areas, office buildings). 3Create modular content—service scripts, behavioral guidelines, and etiquette—to form quantifiable, replicable process manuals. 4Collaborate with merchant operations, regional dispatch, customer service, and on-site inspection teams to roll out training and assessments as needed, ensuring consistent execution of processes. 5Establish process monitoring and feedback mechanisms; leverage data analysis, customer callbacks, and rider interviews to iterate procedures; respond rapidly to exceptions and drive improvements. 6Produce regular process evaluation reports and propose recommendations for further enhancements.
用户增长支持：协助策划并执行本地化的用户增长活动，包括新用户转化、活跃促动、留存优化等，支持运营团队实现月度用户增长目标。 数据分析与用户洞察： 协助收集、整理并分析用户行为数据，提炼洞察，输出优化建议； 跟踪各类运营活动的数据效果，进行复盘总结与建议改进 市场研究与调研支持： 参与中东本地市场调研项目的设计与执行，包括问卷撰写、街访支持、桌面作业等； 对用户结构、偏好、行为趋势等形成定期分析报告。 本地化内容与运营支持： 协助撰写营销内容、推送文案和社媒素材； 协助管理用户社群与线上互动，收集用户反馈并整理成需求文档。 跨部门协作：与产品、技术、客服等团队配合，推动用户体验优化与功能迭代。
1.Financial Support for New Market Expansion: Provide financial support for business teams entering new countries, collaborating with accounting, settlement, tax, and treasury teams to deliver timely and professional financial solutions. 2.Budgeting and Forecasting: Lead the annual budgeting and rolling forecast processes for the fulfillment platform; build indicator framework and monitor budget execution. 3.Financial Data Systems and Model Building: Develop the financial data infrastructure for the Middle East logistics platform, and continuously build and iterate regional financial models. 4.Industry Research and Analysis: Monitor industry trends in the Middle East fulfillment/logistics sector, research market dynamics and best practices to inform business strategy and provide actionable insights.