Business Analyst, Regional Operations (Return and Refund)

Our Regional Operations team—comprising Customer Service, Return & Refund, Listings, Seller Operations, and Fraud—drives platform sustainability by ensuring a seamless end-to-end experience for buyers and sellers. The team defines and monitors key KPIs, analyzes performance gaps, and partners with local teams to drive improvements. The team also designs and executes strategic operations projects across Shopee markets, implementing initiatives across processes, people, technologies, and policies to optimize operations and enhance user experience.

Responsibilities

• Design and optimise end-to-end Returns & Refunds (RR) policies, processes, and system automations to deliver a simple, fast, and seamless returns experience across the markets.
• Work closely with local stakeholders and senior management to align on RR strategy, manage trade-offs between user/seller experience, cost, and risk, and drive effective execution across markets.
• Partner with Product Management and Tech teams to leverage technology, data, and AI-driven buyer risk profiling and user-level tiering to determine RR privileges, balancing buyer experience with cost and risk controls.
• Drive RR cost and risk optimisation by using technology and AI to identify abusive buyer behaviours, minimise financial leakage, and implement scalable preventive controls without compromising customer experience.
• Monitor the performance of RR initiatives post-launch, identifying gaps and opportunities to improve processes, systems, and buyer experience.

Requirements

• A Bachelor’s degree in Business Administration, Business Analytics, Economics, Finance, Accounting, Statistics, Mathematics, Computer Science, or any other relevant quantitative or business-related discipline.
• Experience/proficiency in SQL is a plus
• Ability to apply analytical thinking towards business problems
• Self-starter with strong ownership, passionate about creating business impacts
• Ability to coordinate tasks across various stakeholders, manage project progress and achieve goals Ability to thrive in a dynamic and collaborative environment