Overall Purpose of the Role
As Ninja Mart scales its distribution network across Malaysia, the Senior Executive, Operations (Control Tower) plays a critical role in ensuring real-time visibility, operational stability, and SLA compliance across fulfillment, freight, and last-mile delivery functions.
This role acts as the key coordinator between frontliners and cross-functional teams, supporting daily order orchestration, vendor management, issue recovery, and performance tracking
Key Responsibilities
1. Order Flow & SLA Management
- Monitor end-to-end order progress from placement to delivery (forward & reverse flows).
- Ensure daily SLA compliance through proactive tracking and issue resolution.
- Troubleshoot delays, split deliveries, and short parcels in real time.
- Manage dispatch queue and resolve fulfillment disruptions promptly.
2. Vendor Performance Management
- Coordinate with last-mile and fulfillment vendors to ensure timely processing and SLA adherence.
- Track vendor performance and support improvement initiatives for service quality, coverage, and cost efficiency.
- Lead troubleshooting discussions during vendor performance reviews.
3. Recovery & Escalation Handling
- Act as the first responder for daily operational escalations from Sales, Warehouse, and Delivery teams.
- Run root-cause investigations and execute recovery playbooks for missed SLAs.
- Ensure timely closure of incidents and collaborate with teams to prevent recurrence.
4. Reporting & Visibility
- Prepare daily dashboards and reports on key operational metrics, including order status, SLA performance, partial/short deliveries, and vendor scorecards.
- Highlight operational gaps and support data-driven decision-making.
5. Process Improvement & Standards
- Document SOPs and best practices for fulfillment, freight, and vendor coordination.
- Execute initiatives to reduce order defects, improve customer experience, and enhance operational efficiency.
Requirements
- Minimum 3 years in supply chain, logistics, or operations with exposure to service operations.
- At least Diploma in Logistics, Supply Chain, Operations, Business, or related field preferred.
- Experience reporting operational performance.
- Minimum 2 years of supervisory or team-leading responsibilities.
