Process & Performance Management Specialist

About the role

We are seeking a highly motivated Process & Performance Management Specialist to support the continuous improvement of UniUni’s last-mile delivery network. This role is responsible for developing operational standards, managing performance metrics, implementing quality control programs, and driving risk management initiatives across all delivery stations.

The ideal candidate will possess strong analytical skills, hands-on operational experience, and the ability to collaborate across regions to improve service quality, operational efficiency, and cost performance.

What you'll do

Process & SOP Management

• Develop and optimize SOPs covering inbound receiving, sorting, dispatching, delivery, exception handling, and returns.
• Ensure standardized operational processes are implemented consistently across all stations.

Quality & Risk Control

• Monitor operational compliance and drive improvements to reduce package damage, mis-sorting, delays, and scanning errors.
• Establish and maintain risk management practices covering operations, transportation safety, customer complaints, and compliance.

Performance Management

• Track and analyze key operational KPIs, including customer experience, delivery efficiency, cost control, and risk indicators.
• Generate reports and recommend improvement initiatives based on operational data.

Cross-Functional Collaboration

• Partner with regional teams to implement operational standards and improvement plans.
• Support audits, corrective actions, and continuous improvement projects to enhance network performance.

Qualifications

• Bachelor's degree in Logistics, Supply Chain Management, Operations Management, Business Administration, or a related field.
• Minimum 3 years of experience in logistics, courier, last-mile delivery, transportation, or operational management.
• Strong knowledge of last-mile delivery operations and end-to-end operational workflows.
• Experience developing SOPs, operational policies, quality control programs, and performance management systems.
• Strong analytical and problem-solving skills with the ability to interpret operational data and drive improvement initiatives.
• Excellent project management and cross-functional communication skills.
• Advanced proficiency in Excel and data analysis tools.
• Experience in process improvement methodologies such as Lean, Six Sigma, or operational excellence programs is preferred.
• Ability to travel as needed to support station audits and operational improvement projects.

Preferred Qualifications

• Experience with parcel delivery, e-commerce logistics, courier operations, or transportation networks.
• Experience managing operational performance metrics at a regional or national level.
• Bilingual English and Mandarin is a plus.