Head of Recovery Operations (Special Projects and Claims)
Ninja Van
Date: 3 days ago
City: Makati City
Contract type: Full time
About The Company
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.
About The Unit
Recovery Unit manages the needed processes for parcels to avoid the “unhappy path” - parcels that do not go according to normal delivery processes and have issues that need to be resolved with support from different stakeholders. Whether the parcels are lost, took too long to reach the customer, or any other exceptional instance that leads them to not be delivered on time - the Recovery Unit manages the processes tied to resolving the operational challenges as well as coordinating across the entire company to provide the ideal customer experience
Job Description
The Head of Recovery is responsible for managing Recovery Operations, focusing on parcels that deviate from the planned or standard delivery process, such as those delayed, lost, or undelivered. This role acts as a central coordinator, overseeing operational recovery processes, managing country-wide parcel claims, and ensuring seamless collaboration across teams to deliver timely and effective issue resolution. The Head of Recovery ensures operational targets are met while maintaining a balance between cost control and meeting clientele expectations.
As the Operations Excellence and Special Project Lead, he/she is responsible for spearheading key initiatives and cross-functional projects that align with the organization’s strategic goals. This role involves managing end-to-end project lifecycles, driving process improvements, and ensuring the successful delivery of high-impact projects. The Special Project Lead works closely with various departments to implement innovative solutions, monitor project performance, and deliver measurable results that enhance operational efficiency, cost-effectiveness, and service quality.
Minimum Qualifications
Bachelor's degree in any specialization; engineering or business-related degrees a plus
Minimum of 5 years experience in logistics or tech-related startups or similar industries
Proficiency in SQL/Python/R is an advantage
High proficiency in spreadsheets
Having deployed company-wide initiatives to improve operational processes or customer experience is a plus
Always willing to learn, Agile and willing to experiment
Highly analytical
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.
About The Unit
Recovery Unit manages the needed processes for parcels to avoid the “unhappy path” - parcels that do not go according to normal delivery processes and have issues that need to be resolved with support from different stakeholders. Whether the parcels are lost, took too long to reach the customer, or any other exceptional instance that leads them to not be delivered on time - the Recovery Unit manages the processes tied to resolving the operational challenges as well as coordinating across the entire company to provide the ideal customer experience
Job Description
The Head of Recovery is responsible for managing Recovery Operations, focusing on parcels that deviate from the planned or standard delivery process, such as those delayed, lost, or undelivered. This role acts as a central coordinator, overseeing operational recovery processes, managing country-wide parcel claims, and ensuring seamless collaboration across teams to deliver timely and effective issue resolution. The Head of Recovery ensures operational targets are met while maintaining a balance between cost control and meeting clientele expectations.
As the Operations Excellence and Special Project Lead, he/she is responsible for spearheading key initiatives and cross-functional projects that align with the organization’s strategic goals. This role involves managing end-to-end project lifecycles, driving process improvements, and ensuring the successful delivery of high-impact projects. The Special Project Lead works closely with various departments to implement innovative solutions, monitor project performance, and deliver measurable results that enhance operational efficiency, cost-effectiveness, and service quality.
Minimum Qualifications
Bachelor's degree in any specialization; engineering or business-related degrees a plus
Minimum of 5 years experience in logistics or tech-related startups or similar industries
Proficiency in SQL/Python/R is an advantage
High proficiency in spreadsheets
Having deployed company-wide initiatives to improve operational processes or customer experience is a plus
Always willing to learn, Agile and willing to experiment
Highly analytical
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