Main Purpose of this role:
The Senior Associate will be responsible for managing and optimizing the Last Mile operations of Lazada Express (LEX) Singapore. This role plays a critical part in ensuring smooth delivery execution through effective management of both Third-Party Subcontractors (Subcons) and Full-Time Drivers, while collaborating with cross-functional teams to drive performance, scalability, and profitability across the LEX network.


Key Accountabilities:
Last Mile operations management
• Manage day-to-day dispatch and delivery operations
• Monitor and improve parcel forward performance
• Implement strategies for backlog depletion and capacity planning
• Track KPIs and ensure SLA adherence (TTS-FA/PD/TSAT)
• Identify operational bottlenecks and implement corrective actions
• Analyze key operations indicators/metrics and highlight anomalies and/or trends that can be used for continuous improvement
• Deploy and manage a team of full-time drivers for Locker deliveries and Drop-off point collections
• Ensure productivity, performance, and safety standards are met
• Align driver deployment with network expansion goals

Cross functional collaboration with Teams
• Work closely with Tech Team to build or enhance dashboards for performance visibility
• Liaise with Platform Team on Transport releated escalations, volume changes, and SLA adjustment
• Report to PMO on LEX’s performance and growth targets
• Support Finance Team on P&L reporting and cost optimization
• Collaborate with other internal stakeholders to align on strategic objectives
• Able to optimize or introduce work processes to enhance Last Mile performance and quality for 3PLs using Technology / Business Intelligence (BI)

Third party logistics management
• Oversee daily performance of Subcons and allocate coverage based on performance
• Coordinate monthly billing, penalties, and SLA compliance
• Build strong working relationships with Subcons for long-term collaboration
• Plan for future expansion and resource allocation with Subcons
• Address escalations and resolve service issues promptly
• Respond to 3PL queries, validations and issues related to routes and performance

Capacity Planning
• Liaise with Cross Border Team and Platform team to provide zonal capacity requirements for last mile network using Subcons
• Provide flex capacity and depletion plan during campaigns
• Identify opportunities to continuously improve and tune calibrate the capacity planning determinants

Process Optimization
• Analyze operational data and identify opportunities for process improvements
• Develop and maintain SOPs for consistent delivery processes
• Introduce technology-driven solutions to enhance workflow efficiency

Qualifications and Education Requirements
• Diploma or higher
• Have at least 3-5 years’ experience in Transport or Logistics with a focus on Last Mile Parcel Operations
• Experience in managing third-party contractors and/or driver teams

Skills Preferred
Technical
• Proficient in MS Excel (Pivot Tables, VLOOKUP, data analysis)
• Experience with logistics/delivery management software
• Strong understanding of KPIs and performance metrics
Analytical Skills
• Ability to interpret data and generate actionable insights
• Strong problem-solving and decision-making capabilities
• Comfortable with performance tracking and trend analysis
Communication Skills
• Excellent verbal and written communication
• Skilled in stakeholder management and negotiation