美团Regional Operation BP
任职要求
1. Bachelor's degree or above, with preference given to those with experience in logistics operations, partner management, and regional management. 2.Possess strong data analysis capabilities and execution skills. 3.Demonstrate excellent communication skills, team collaboration spirit, strong sense of responsibility, and ability to work under pressure. 4.Proficient in spoken English, capable of daily communication.
工作职责
Regional Coordination: Analyze and monitor daily operational data of assigned regions, identify anomalies through in-depth analysis, and propose improvement recommendations. Strategic Planning: Coordinate with regional managers to formulate capacity management strategies and target allocation strategies for 3PL logistics partners, ensuring effective monitoring and goal attainment. Policy Implementation: Drive the local implementation of corporate strategies and policies across regions, delivering measurable operational outcomes. Process Optimization: Collect and report regional operational challenges/requirements, while facilitating continuous optimization through cross-departmental collaboration at headquarters
Process improvement: * Drives HR operation process definition, improvement, and gap analysis of current/future-state processes in partnership with key internal stakeholders; * Identifies process gaps along with a root cause analysis of issues and uses data to make fact-based decisions for process improvement; * Makes process design and development recommendations to standardize, improve, or redesign processes to meet business needs; * Works with cross functional teams to ensure the development of an efficient and scalable end to end process; * Coordinates with process owners and technology owners to define technology requirements to support the process deployment; * Obtains, creates and documents business requirements engaging multiple stakeholders; * Supports Process Owners in making business decisions relating to system implementation, modification, maintenance, etc. Project management: * Creates, manages, and drives regional/cross-country project plans and resources, executing them using appropriate tools and techniques; * Drives alignment with stakeholders from problem identification through implementation and post-implementation monitoring;
Key Responsibilities: 1. BPO Operations Management: Oversee day-to-day operations of BPO teams to ensure alignment with company goals and service standards. Monitor and evaluate BPO performance against agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Conduct regular calibration sessions with BPO partners to ensure consistency in service delivery. 2. Quality Assurance: Implement robust quality assurance processes to ensure high levels of customer satisfaction (CSAT). Conduct audits and reviews to identify gaps in service quality and recommend corrective actions. 3. Training & Development: Collaborate with the training team to design and deliver effective training programs for agents. Ensure training content is updated regularly to reflect process changes and business needs. 4. Workforce Management (WFM): Oversee WFM processes, including forecasting, scheduling, and real-time adherence (RTA). Optimize staffing levels to balance efficiency with service quality. 5. Process Improvement: Identify opportunities for process optimisation to enhance operational efficiency and customer experience. Drive initiatives that focus on automation and digitisation within customer service workflows. 6. Reporting & Analytics: Generate detailed reports on agent performance, adherence, productivity, CSAT, FCR (First Contact Resolution), and other KPIs. Use data-driven insights to inform strategic decisions and improve service delivery outcomes. 7. Leadership & Collaboration: Lead cross-functional teams across quality, training, WFM, and operations to achieve departmental objectives. Foster a culture of accountability, continuous improvement, and customer-centricity within the team.
Lead supply operations strategy across a defined multi-city region. Oversee delivery KPIs (SLA, cost, efficiency) and drive consistent performance across the region. Manage and mentor a team of City Business Partners (BPs) and guide their execution plans. Allocate resources (fleet, budget, incentives) strategically across cities based on volume and demand patterns. Collaborate cross-functionally with product, growth, and central ops to resolve city-level gaps. Own escalation handling, regional compliance, and operational governance. Drive scalable processes, tech adoption, and automation in supply operations. Represent regional performance and strategic insights to leadership teams.
- Align with the Driver Growth and CRM teams to execute and localize acquisition strategies. - Support City BPs in boosting vehicle-based acquisition and managing key supply KPIs. - Identify and manage new local partnerships that support courier onboarding (vehicle rental, tools, services). - Run referral campaigns (MgM), including proposing reward/target changes and monitoring performance. - Coordinate local activations and represent the Driver Growth team in partner meetings and regional events. - Lead onboarding training sessions and troubleshoot operational issues from the field. - Benchmark competitors' acquisition tactics and partnership structures. - Travel regularly across the region to launch activations and support new city launches with the OL team. - Gather qualitative insights from new couriers and partners to improve funnel conversion. - Map and assess vehicle and OL partner landscape in the region.