Senior Operations Analyst-Regional Marketing Solutions

As the Regional Senior Operations Analyst of Center of Operations, you will lead the design, centralization, and continuous improvement of operational processes supporting Lazada Marketing Solutions across 6 Southeast Asian markets. You will oversee multiple operational workstreams, establish scalable operating frameworks and service standards, identify opportunities for automation and AI adoption, and work closely with regional and country stakeholders to ensure high-quality and timely service delivery. The role requires strong ownership and the ability to operate across multiple functions, balancing day-to-day operational excellence with longer-term process transformation and automation initiatives.

1) Operational Excellence
● Centralize and standardize operational processes across key workstreams, including campaign, communication, finance, incentive, and general operations.
● Design and maintain SOPs, workflows, ownership models, escalation paths, and operating cadences to ensure consistent execution.
● Monitor operational performance through key metrics such as TAT, SLA compliance, quality, and error rates.
● Identify process gaps, bottlenecks, and inefficiencies, and implement improvements to enhance operational efficiency and service quality.
● Conduct root-cause analysis and drive corrective actions for recurring operational issues.
● Support the transition and handover of processes between regional and country teams to ensure operational continuity.

2) Drive Automation & AI Transformation
● Identify manual, repetitive, and high-volume workflows suitable for automation or AI-enabled solutions.
● Partner with Product, Engineering, and Data teams to translate operational requirements and pain points into scalable technology solutions.
● Define business requirements and develop PRDs for automation and AI initiatives.
● Support UAT, implementation, and adoption of automation solutions across operational workflows.
● Measure and communicate the impact of automation through metrics such as manual effort reduction, TAT improvement, automation coverage, and cost savings.

3) Project Management & Collaboration
● Partner with cross-functional, regional, and country teams to align requirements, priorities, and execution plans.
● Lead or support cross-functional projects from problem definition and solution design through implementation and optimization.
● Coordinate stakeholders and manage dependencies to ensure timely and effective project delivery.
● Manage competing priorities across workstreams based on business impact and urgency.
● Support BPO and vendor management, where applicable, to ensure delivery against agreed requirements and quality standards.
● Prepare analysis, recommendations, and performance updates for stakeholders and senior management.