Driver Operations & Compliance - ShopeeFood

Driver Operations & Compliance - ShopeeFood

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

We are seeking a highly skilled and experienced Driver Operations & Compliance professional to join our ShopeeFood team.

The successful candidate will be responsible for :

• Compliance Monitoring : Ensure riders follow company policies by handling investigations, suspensions, and escalated complaints.
• Stakeholder Engagement : Work with Government Affairs and Legal teams to represent the company at p-hailing–related events (e.g., MIROS, JPJ, state governors).
• Performance Tracking : Develop and manage tools (e.g., productivity trackers, QMS dashboards) to monitor rider compliance, identify trends, and drive improvements.
• Process Improvement : Identify workflow gaps and implement solutions to reduce violations, improve rider behavior, and support retention.
• Data Optimization : Create and refine data templates to enhance agent productivity and reduce manual errors.
• Risk & Regulatory Management : Lead compliance risk mitigation, ensuring alignment with regulations and internal policies.
• Cross-Functional Collaboration : Oversee initiatives such as QMS to improve data accuracy, streamline processes, and strengthen coordination with CS and Fraud teams.
• Rider Support : Engage directly with riders to resolve issues, gather feedback, and improve satisfaction and retention.
• Service Level Management : Monitor SLAs to ensure timely responses, operational excellence, and accountability.

The ideal candidate should have :

Shopee is an equal opportunities employer and welcomes applications from all qualified candidates.

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