Job Description:
As a Senior Associate, Agent vendor Account Management, you will (i) provide excellent support services to franchisees across our franchise network to ensure operational stability, and (ii) monitor and improve franchise performance by ensuring consistent service delivery, adherence to operational KPIs, and overall franchise excellence. This role bridges data-driven insights, operational execution, and franchisee enablement.
1. Operational Performance Set up and Oversight
- Collaborate with Ops, OPEX, and BI teams to analyze franchise KPIs (e.g., on-time rates, success/failure rates, CAP)
- Track implementation metrics and lead monthly/quarterly reviews with regional teams and franchise partners
- Set regional benchmarks, identify performance gaps, and drive corrective actions using data insights
2. Franchise Operations Support
- Serve as the primary liaison between SPX and franchise partners, supporting onboarding, daily operations, and offboarding.
- Develop and maintain SOPs for escalations, audits, and cross-functional collaboration to ensure accountability and timely support.
- Conduct site visits, ensure compliance with operational standards, and collaborate with field teams to resolve issues and implement new initiatives.
3. Reporting & Stakeholder Communication
- Develop and maintain operational dashboards, performance databases, and executive summaries for leadership and franchise reviews.
- Present insights and findings to stakeholders to support data-driven decision-making and continuous improvement.
- Ensure franchise compliance with SOPs and policies, support change management, and address recurring non-compliance issues with relevant teams.
Requirements:
- 3-5 years of experience in performance management, operational excellence, or project management, preferably in logistics, e-commerce, or express delivery.
- Strong negotiation, communication, and coordination skills.
- Effective communicator: able to deliver clear messages and clarify expectations with stakeholders.
- Strong attention to detail.
- Excellent analytical, strategic thinking, and problem-solving skills.
- Critical thinking and a mindset for continuous improvement.
- Proactive, accountable, and results-driven willingness to go the extra mile.
- Advanced proficiency in Excel and PowerPoint (or equivalent presentation tools).
- Proficient in English (written and spoken).
