Loss Performance Manager

at  Jumia Internal Mobility Board

At Jumia, mobility is at the heart of our people development approach. This job board helps us establish more transparency in available opportunities in the company to promote mobility.

You need to follow simple guidelines:

• Before applying, make sure you discussed the opportunity with your direct manager and both of you agree that this is positive for your development (Direct manager to draft a recommendation letter).
• Please ensure there is a match in level & location.

JOB SUMMARY: LOSS PERFORMANCE MANAGER

We are looking for a Senior Audit Associate who will drive loss mitigation initiatives to drive company financial performance. and will focus on auditing the warehouse processes, controls, and compliance, particularly related to first-mile and last-mile operations such as returns management, deliveries, inbound, outbound, material handling, aftersales, and defective. The role ensures that the warehouse operations processes are efficient, compliant with company policies, and meet the businesses and customers’ needs. This position involves evaluating risk, improving internal controls, mitigating losses and working closely with warehouse teams to streamline operations.

QUALIFICATIONS & REQUIREMENTS:

• Educational Background:
• Bachelor’s degree in Accounting, Finance, Supply Chain Management, Business Administration, or a related field. A master’s degree is a plus.
• Professional Certification:
• CPA, ACCA, CIA, CISA, or relevant certifications is a + .
• Experience:
• 3-5 years of audit experience, preferably in warehouse operations, supply chain management, or aftersales services within an e-commerce, retail, or logistics firm.
• Strong understanding of inventory management, returns processing, repairs, and customer service operations in a warehouse environment.
• Technical Skills:
• Proficiency in audit tools and ERP systems (e.g., SAP, Oracle) related to warehouse and inventory management.
• Strong data analysis skills, including the use of Excel, Power BI, or other analytics tools to identify trends and inefficiencies.
• Knowledge of reverse logistics, warranty management, and compliance with consumer protection laws.
• Key Competencies:
• Excellent problem-solving and analytical skills with attention to detail.
• Strong communication skills to effectively present findings to stakeholders and management.
• Ability to work independently and manage multiple audit engagements simultaneously.
• Solid understanding of warehouse operations, particularly in aftersales and reverse logistics.

• Loss Performance
• Responsible for the success of Loss Mitigation by driving initiatives and performance and control routines to deliver improvement and sustainable results while focusing on efficiency and team building.
• Identify operational improvements using Agile and Lean principles and process automation/digital tools for a loss eradication improvement as a continual focus in day-to-day operations.
• Integrate new tools and initiatives to achieve operational excellence goals and improvement.
• Drive risk and compliance accountability in initiatives and reporting; support audits and risk issue closure to deliver a sound control environment and use QA/QC results as a basis for process and colleague performance improvement.
• Aftersales & Warehouse Audits:
• Conduct regular audits of the warehouse’s aftersales operations, including return processing, product inspections, repairs, and customer refunds.
• Evaluate inventory control processes for returned products, ensuring items are logged, inspected, and restocked or disposed of according to company policies.
• Assess the effectiveness of warranty and repair services, including tracking and turnaround times.
• Review the accuracy of after sales data, such as return rates, refund accuracy, and customer service response times.
• Audit the reverse logistics processes to ensure efficiency in handling returned items from customers.
• Risk Assessment & Compliance:
• Identify and assess risks in the warehouse aftersales processes, such as fraudulent returns, damaged goods, and inefficiencies in repairs and replacements.
• Ensure compliance with company policies, industry standards, and legal requirements, especially regarding product returns, warranties, and consumer rights.
• Collaborate with the finance and legal departments to ensure alignment with financial reporting and regulatory standards.
• Process Improvement & Optimization:
• Analyze the efficiency of aftersales operations, including return handling, repairs, and stock management, and recommend process improvements.
• Work with warehouse teams to improve turnaround times for returned products and ensure optimal management of returned inventory.
• Provide recommendations for reducing aftersales costs, such as return shipping expenses and repair overheads.
• Propose solutions for improving customer satisfaction related to aftersales services by optimizing processes such as refunds, replacements, and repair timeframes.
• Data Analytics & Reporting:
• Perform data analysis on key aftersales metrics, such as return rates, average return processing time, repair costs, and customer feedback.
• Provide detailed reports on audit findings, including insights and actionable recommendations, to warehouse management and senior leadership.
• Monitor and track the implementation of audit recommendations to ensure ongoing compliance and process improvements.
• Collaboration & Stakeholder Management:
• Work closely with the warehouse operations team, customer service, and aftersales managers to understand challenges and provide tailored audit solutions.
• Liaise with external auditors, regulatory bodies, and internal departments to ensure alignment with broader business goals.
• Support cross-functional teams to implement corrective actions and ensure continuous improvement in aftersales processes.