Recovery Manager

1 Month ago • All levels

Job Summary

Job Description

Ninja Van is a tech-enabled logistics company focused on providing seamless delivery services across Southeast Asia. They are a technology-driven company disrupting the logistics industry with innovative software and operational strategies. The Recovery Unit specifically manages processes for parcels that deviate from normal delivery, addressing issues like lost or delayed items. This role involves efficiently and cost-effectively handling parcel claims while maintaining customer satisfaction, implementing strategies to reduce claim handling costs without compromising customer loyalty, and ensuring the swift resolution of operational challenges. The Recovery Manager will also track performance metrics, ensure operational efficiency, suggest process improvements based on data, and maintain adherence to procedures and quality standards.

Must have:

Handle parcel claims efficiently and cost-effectively.
Implement strategies to reduce claim costs.
Balance cost savings with customer problem resolution.
Ensure smooth recovery operations for lost/delayed parcels.
Track and report key performance indicators.
Maintain high operational levels and meet goals.
Suggest process improvements using data.
Ensure team follows procedures and standards.

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Job Details

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.

Main Duties

Make sure parcel claims are handled efficiently and cost-effectively, while still keeping customers happy.
Help put in place smart ways to reduce the cost of handling claims, but without upsetting or losing customers.
Find the right balance between saving money and quickly fixing customer problems so they stay loyal.
Keep recovery operations running smoothly, making sure lost, delayed, or missing parcels are sorted out quickly.
Track and report key performance numbers to make sure everything is running on target.
Keep operations running at a high level, meeting goals and using staff and resources in the best way possible.
Use data and reports to suggest fixes and smart changes that make the process better.
Check that the team is following the right procedures and standards, and make sure everything stays consistent and high-quality.