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Cross Border Senior Ops Associate (Mandarin)

Ninja Van

Ninja Van

Subang Jaya, Selangor, Malaysia
Posted on Wednesday, July 3, 2024
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.
Must know spoken & written in Mandarin & English as will be dealing with China market.
As a member of the Cross Border Control Towers team, the incumbent would be looking at the continuous improvement of Cross Border's daily operational activities, monitoring of performances across S.E.A as well as East Asia shipments, and overall governance of operational processes and best practices.

Daily Task

  • Oversees overall operational performances of current solutions/products
  • ○ Mode of transport
  • ○ Vendor performances
  • Management of L2 escalations, Ad-hoc ,or Exceptions
  • Manage team deliverables and performances
  • Daily/Weekly/Monthly reporting
  • ○ Responsible for SLA adherence (vendors or team)
  • ○ Billing/financial reporting (timeliness, accuracy, costing)

Operations Excellence

  • Process flow and state machines mapping
  • ○ Clear understanding of the overall solution (FM/MM/LM) offered
  • Define and document clear working instructions, process flows, and SOPs
  • Identify and root-cause current and potential issues -through audit, implementation, and execution (e.g. PDCA)
  • Streamline operational flows for effective execution and productivity
  • Derive process improvement plans and monitoring metrics

Vendor Operations Management

  • Responsible in providing operational requirements and input prior/during Non-NV vendor onboarding and pilot process
  • Responsible with monitoring vendor ops performances and key practices
  • Able to bridge and streamline vendor practices against industry standards
  • Responsible for producing the WI and SOPs to ensure operations scalability and consistency as well as equipping the team with the right skill set and knowledge to validate vendor invoices.
  • L2 escalations - liaison with management (internal and external)

Stakeholder Management

  • Working with relevant stakeholders to achieve operational excellence and Company’s set goals
  • ○ Internal stakeholders
  • ○ Countries
  • ○ Vendors


  • Responsible for collating and presenting weekly/monthly performances on SLA adherence/Compliance/Billing accuracy to stakeholders
  • Provide updates on initiatives and projects managed
  • Establish visibility on key deliverables and KPIs


  • Diploma / Degree in Supply Chain or Logistics (preferred) or any field
  • 2-4 years of relevant experience in Supply Chain / Logistics / Warehousing
  • Relevant exposure in logistical practices in S.E.A (Air, Sea, or Land)
  • Experience in team management is a plus
  • Ability to analyze data and provide insights
  • Able to multitask and work according to deadlines
  • Possess strong process mindset, freight forwarding and e-commerce knowledge
  • Willing to travel 30% of the time


  • Proficient in Microsoft Office suite
  • Exposure to process mapping tools - Visio or similar
  • Experience in SQL or any data reporting tool is preferred

Core Competencies

  • Communication - Excellent communication & presentation skills (written and verbal)
  • Stakeholder Management - Ability to communicate with all levels of the organization
  • Self-Starter - Independent self-starter, willing to get hands dirty
  • Decision-Making - Excellent decision making and problem-solving skills
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