Manager, Operational Excellence - Risk Services

About The Role
GoTo, a leading technology company, is seeking a talented Operational Excellence Manager to join our team in Jakarta. As part of our Risk Services team, you will play a crucial role in safeguarding our users and the company from fraudulent and abusive activities across various platforms. Your primary responsibility will be to lead a team of 6-8 talented professionals focusing on quality assurance, systems and process improvements. Team works to ensure that goals for operational metrics are met and internal systems are optimized. By analyzing data and collaborating with product and engineering managers, you will shape our tooling landscape, identify opportunities for new technologies, and contribute to our scaling efforts. Join us at GoTo and make a positive impact on people's lives through operational excellence.
What You Will Do

• Drive a culture of continuous improvement, providing training, coaching, and mentoring to Risk Services managers, associates and executives.
• Identify and analyze operational inefficiencies, risks, bottlenecks, and areas for improvement through data-driven analysis, regular audits and process evaluations.
• Maintain the operation processes and procedures related to service quality of Risk Services.
• Lead process improvement initiatives for Risk Services, collaborate with risk and engineering stakeholders from Gojek, FinTech and Tokopedia platforms to develop and manage project plans, including timelines, resource allocation, and risk mitigation strategies.
• Establish and monitor metrics to measure process effectiveness, efficiency, and quality, and provide regular reports and recommendations to senior management.
• Stay updated on industry trends, emerging technologies, and best practices related to operational excellence, and implement relevant innovations within the organization.

What You Will Need

• Demonstrated ability to coach, mentor, and inspire teams to adopt change and embrace a culture of operational excellence.
• Knowledge of Lean Six Sigma methodologies, experience working in Google Cloud environment, experience in risk/trust & safety from the tech sector and good understanding of online operations are a plus.
• Excellent verbal and written interpersonal communication skills in English with the ability to collaborate and influence stakeholders across the organization - role reports to English-speaking leadership and includes collaboration with international teams.
• Ability to create standard operating procedures (SOPs) and frameworks to establish consistency and standardization in operations, ensuring effective change governance.
• A self-driven attitude with a strong sense of ownership; ability to work independently to solve problems and develop solutions.
• Proven track record of managing projects from start to completion related to process changes, quality assurance, systems improvements; ability to lead and execute multiple initiatives simultaneously.
• Excellent analytical and problem-solving skills, with the ability to interpret complex data and identify improvement opportunities; familiarity with key analytical tools, e.g., SQL, Tableau, Looker, pivot tables.
• At least 5 years in operational excellence or related roles, e.g., process audits, project management, operational analytics; experience related to leading small teams of 4+ people.

About The Team
At GoTo, we strive for excellence in all aspects of our operations. As a leading technology company, we are committed to delivering high-quality services to our customers and optimizing our internal processes at the same time. Risk Services is a crucial part of the GoTo Risk team, focused on overseeing all risk-related matters. We collaborate with various risk and business teams across the group to enhance user experience on Tokopedia, Gojek, and Fintech platforms. Our diverse Risk Services team consists of skilled service analysts, fraud investigators, quality assurance associates, systems and process improvement specialists, service delivery leads, associates and executives located in Indonesia and Vietnam. We strive to develop innovative solutions, combat abuse, keep Gojek and Tokopedia users safe and minimize risks on platforms. We explore new ideas, solve real-life problems, and enjoy our work. Join us now to be part of the exciting growth of our platforms in Indonesia and Southeast Asia.
About GoTo Group
GoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress’ by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, e-commerce, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek, Tokopedia and GoTo Financial platforms.It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia’s vast consumer household.
About Gojek
Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.
About GoTo Financial
GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.
About Tokopedia
Tokopedia is an Indonesian technology company with a mission to democratize commerce through technology. It has been a driving force behind Indonesia's digital development since its foundation in 2009, with more than 99% of districts and empowered around 12 million merchants listed nationwide. With Nakama ranging all across Indonesia, Tokopedia aims to simplify the lives of many to #FindYourPurpose together.