Key Account Operations Analyst

- Track, analyze, and report periodically on: ODR (Ontime Delivery Rate), OPR (On-time Pickup Rate), %FD (% Failed Delivery rate), Backlog, Customer Service metrics, and Return rate
- Set alert thresholds for each KPI to enable early detection of operational risk
- Consolidate, categorize, and track resolution progress of issues originating from branches/post offices that affect Key Account clients
- Ensure issues are resolved within committed SLA; escalate overdue or unresolved cases promptly
- Coordinate with the Operations team on process improvement initiatives related to delivery/fulfillment
- Coordinate with Sales/Commercial teams to update on operational status and support contract negotiation/retention
- Work directly with platform partners (Shopee, TikTok Shop) on operational matters, data reconciliation, and improvement alignment
- Conduct deep-dive analysis whenever KPIs breach thresholds or anomalies occur
- Apply RCA methodologies (5 Whys, Fishbone/Ishikawa, Pareto Analysis) to identify root causes
- Produce analytical reports covering cause — impact — recommended action for management review
- Propose process improvement solutions based on RCA findings
- Track post-implementation effectiveness and measure SLA/KPI improvement
- Standardize successful improvements into SOPs for network-wide rollout
Yêu cầu công việc
- Bachelor's degree in Logistics & Supply Chain, Business Administration, Statistics/Applied Mathematics, Information Technology, Economics, or related fields
- Minimum 1–3 years of experience in logistics operations, last-mile delivery, supply chain, or operational data analysis
- Experience working with e-commerce platforms (Shopee, TikTok Shop, Lazada) or at a courier/logistics company is preferred
- Hands-on experience with RCA and report/dashboard development is a strong advantage
- Advanced proficiency in Excel/Google Sheets
- Working knowledge of SQL, Power BI/Tableau, or other data visualization tools is a strong advantage
- Solid understanding of logistics operational metrics: ODR, OPR, %FD, Backlog, Return Rate
- Familiarity with WMS/TMS/OMS or other delivery/fulfillment management systems
- Proficient in RCA methodologies: 5 Whys, Fishbone/Ishikawa, Pareto Analysis
Quyền lợi được hưởng
- Monthly salary: VND 13–18 million.
- Mobile phone and lunch allowances.
- Annual company trips and vacation programs.
- Performance bonuses and holiday bonuses on major public holidays, including Reunification Day (April 30), International Workers' Day (May 1), National Day (September 2), Viettel Group Anniversary, Viettel Post Anniversary, and Lunar & New Year holidays.
- Full statutory insurance coverage, including Social Insurance, Health Insurance, and Unemployment Insurance, in accordance with Vietnamese labor regulations.
- Additional MIC Health Insurance package.
- Annual health check-ups at leading hospitals.
- Female employees with children under 12 months of age are entitled to one additional paid hour of leave per working day.
- Weekly seminars featuring the latest technologies and industry trends, providing opportunities for knowledge sharing and continuous learning.
- Access to professional training programs and courses delivered by international speakers through the Viettel Academy.
- A clear and transparent career development path with fast-track promotion opportunities: Employee → Specialist → Senior Specialist → Team Leader → Department Manager.
- Opportunity to work directly with large-scale Big Data systems processing millions of records daily and contribute strategic business insights to the company's leadership.
- Exciting team-building activities, corporate events, and annual company trips.
- A wide range of sports activities and tournaments organized by Viettel Group and Viettel Post.