• Ensure sufficient 2w and 4w resources to cater to pickup and RTS requirements of all NCR hubs.
  • Fulfilling the end to end lead time to meet customer’s expectations.
  • Daily monitoring of key processes, generating measurable reporting consistently and driving performance to excellence.
  • Responsible for the entire returns process
  • Manage and monitor performance of the team
  • Ensure no ageing parcels and backlog management
  • Anticipates uplift of volume and forecast manpower needed
  • Ensures compliance to SLA
  • Communicates and coordinates with stakeholders such as Customer Service, logistics and regional team
  • Ensure that all controls are in place, and system information/s are correct, trackers are updated
  • Proposes process improvement and system enhancements for more efficient returns operations
  • Creates SOP on quality control of parcels and establish decision points
  • This position will report directly to the Fulfillment Lead and works closely for continuous improvement as guided.


  • Have experience in managing a team
  • Experienced in warehousing, logistics, b2c business is a plus
  • High level of leadership skills and able to work in a fast paced and dynamic environment

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