JOB PURPOSE To manage and monitor the day-to-day operations of Pick-Up Drop-Off (PUDO) services across East Malaysia, ensuring operational efficiency, partner satisfaction, and service quality. The role will also support problem-solving, process improvement, partner management, and the onboarding of new PUDO partners. KEY RESPONSIBILITIES 1. PUDO Operations * Monitor and manage daily PUDO operations across the assigned region. * Attend to requests and operational matters raised by PUDO partners through WhatsApp and other communication channels. * Coordinate with internal stakeholders, including Customer Service, Warehouse, Sales, and Key Account Management, to resolve operational issues. * Escalate issues to the relevant teams and follow through until resolution. * Ensure compliance with all relevant SOPs and Work Instructions. * Monitor operational performance and identify areas for improvement. 2. Fleet Operations * Assign daily deliveries to PUDO partners through zonal or manual routing. * Support partners with daily operational activities, including: * Parcel sorting * Van inbound * Lat/Long parcel management * PET ticket creation * Route monitoring * Route inbound * COD banking and reporting * Ensure timely COD remittance and accurate reporting. * Ensure compliance with relevant Fleet Operations SOPs and Work Instructions. 3. PUDO Partner Acquisition & Onboarding * Identify and evaluate potential PUDO partners within the assigned region. * Conduct market research to identify suitable partnership opportunities. * Initiate contact and build relationships with prospective partners. * Support partnership discussions and negotiations. * Conduct onboarding sessions for new partners, including training and operational guidance. * Ensure new partners are smoothly integrated into the company's PUDO network. 4. Partner Relationship Management * Serve as a key point of contact for assigned PUDO partners. * Build and maintain strong, professional relationships with partners. * Conduct regular check-ins to understand partner needs and address concerns. * Provide timely support and guidance on operational matters. * Work with partners to identify growth opportunities and address operational challenges. * Maintain high partner satisfaction and support partner retention. 5. Training & Partner Support * Develop and deliver relevant training and product knowledge sessions for PUDO partners. * Provide ongoing operational support and guidance. * Monitor partner performance and identify areas requiring improvement. * Provide coaching and recommendations to improve partner productivity and service quality. 6. Data Analysis & Continuous Improvement * Analyse operational data and performance trends to identify issues and improvement opportunities. * Use data to support operational decision-making and improve turnaround time, service quality, and cost efficiency. * Support the development and testing of new operational processes and services. * Recommend improvements to existing processes and SOPs where required. KEY REQUIREMENT * Good written and verbal communication skills in English. * Strong interpersonal and relationship-building skills. * Analytical and problem-solving skills. * Proficient in Microsoft Excel and comfortable working with operational data. * Familiarity with data visualisation tools such as Metabase or Redash is an advantage. * Able to work independently and collaboratively in a fast-paced environment. * Proactive, organised, responsible, and able to take ownership of assigned responsibilities. * Strong initiative and persistence in following through on issues and tasks.

Executive, Retail (Operations)

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