hoolahBusiness Operations
Nov. 2021 - Aug. 2022RegionalHoolah was a Singapore-based “Buy Now, Pay Later” (BNPL) platform that allowed consumers to split their purchases into three interest-free installments. It was founded to give customers greater flexibility in managing their payments, especially for larger purchases, while retailers benefited from increased conversion rates and higher average order values. Hoolah partnered with a wide range of merchants, both online and offline, to provide this payment option. The service became particularly popular in Southeast Asia. However, in late 2021, Hoolah was acquired by ShopBack, a cashback and rewards platform, to integrate BNPL into ShopBack’s broader suite of shopping and payment services. - Design new & streamline process on regional level and localising it to local markets for process-fit. - Supporting product quality and technical case escalations
- Collaborate and communicate effectively with cross-functional teams
- Create business processes and internal systems to manage escalations. - Drive improvements to create a delightful customer & merchant experience - Define, document, and implement processes to improve the team’s efficiency and SLA fulfilment.
- Create and maintain regular management reporting and commentary along key support metrics to drive visibility and action across the business.
- Sourcing to Managing vendors that support our business across all our operations supplementary team. Key Projects: Retail/Instore Sales Operations (Onboarding of Merchants, Retail Marketing POSM Ops, Brand Ambassador Project), Customer Experience Operations & Commercial Processes Functional Team includes Customer & Merchant Experience Operations, Payment Operations and Collections.