Fulfilment Operations Head - Marketplace Operations - HAL

Job Summary

• Key enabler function for fulfilment of client requirements and ensure accurate and timely customer delivery
• Key information provider and builder of the Logistics proposition of the business
• Key intelligence provider in B2B marketplace for overall development of HAL proposition
  
  

Key Responsibilities

• Monitor daily order fulfilment from confirmation through the full journey dispatch, delivery, failed delivery
• Coordinate with sellers, logistics partners and internal teams to ensure timely order handover, routing and delivery
• Support order routing and fleet type selection based on order size, location, capacity, type of goods and delivery constraints.
• Track delayed, failed, cancelled, partially fulfilled or exception orders and follow up until resolution
• Maintain accurate order statuses, fulfilment trackers and operational reports across systems, portals or manual trackers
• Coordinate with customer support on delivery complaints, missing items, damaged goods, failed deliveries and returns
• Escalate recurring fulfilment issues, SLA breaches, logistics delays, seller non-compliance or process gaps to the operations head
• Provide insights about the modus operandi of the marketplace, identify risks, gaps and help enrich our marketplace offering and control infrastructure
• Run the Fulfilment Operations and Contact centre processes from order placement to delivery/return and refund.
• Optimise manual processes with appropriate system developments and better synergies with the logistic partner platforms
  
  

Skills And Experience

Must-have Skills

• B2B Market place knowledge
• Fulfilment and Logistics cycle knowledge
• Ability to work in high intensity high volume multiple priority environment
  
  

Other Skills

• Appreciation of client requirements
• Ability to manage multiple service providers and their reps
• Ability to use his skills and knowledge to improve the product
• Influencing
  
  

Qualifications

The role requires B2B marketplace and with it, specifically Logistics experience, preferably across industry sectors (e.g.: FMCG, infrastructure etc),

• 3-5 years of experience in fulfilment operations, logistics coordination, warehouse operations, last-mile delivery, e-commerce operations, or a related field
• Preferred experience in FMCG, grocery, consumer goods, food distribution or high-volume retail fulfilment environments
• Good understanding of the order fulfilment lifecycle, including routing, dispatch, delivery, failed delivery, returns and logistics exception handling
• Strong coordination, follow-up and problem-solving skills across sellers, logistics partners, customer support and internal teams
• Comfortable working with spreadsheets, order trackers, dashboards, order management systems, logistics portals or marketplace platforms
• Strong attention to detail and ability to manage high volumes of orders, updates and operational follow-ups accurately
  
  

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together We

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
  
  

What We Offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

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