Shopee Values Handbook

1. VALUES
HANDBOOK
WE SERVE
WE ADAPT
WE RUN
WE COMMIT
WE STAY HUMBLE

3. CONTENT
Our Purpose
Our Culture
Our Values: Introduction
Our Values: Components
Our Way
4
6
8
10
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4. OUR PURPOSE
Our Purpose is how we want to change the world for
the better. It is the driving force that enables us to
define Our Culture for the long-term.
Being part of Sea Group, we share the same vision
of connecting the dots across the world, through the
transformative power of technology.

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SeaMoney aspires to better the lives of
individuals and businesses by enabling
access to financial services.
We offer users a secure and convenient
payment experience that integrates
e-wallet services, payment processing,
micro-lending and related digital financial
products and services.
Shopee aspires to change the world for the
better by providing a platform to connect
buyers and sellers within one community.
We offer buyers a one-stop online
shopping experience that is accessible,
easy and enjoyable; and empower sellers
to grow their businesses with technology
and support.

6. OUR CULTURE
Organizational Culture is the sum of values, beliefs
and principles that help to shape and define the
behaviors and practices in an organization. It
guides us in our journey to achieve Our Purpose.
OUR
VALUES
We Serve
We Adapt
We Run
We Commit
We Stay Humble
OUR
WAY
Simple
Happy
Together
BEHAVIORS
&
PRACTICES

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Our Culture is a reflection of our actions, behaviors and practices, anchored on Our Values.
Everything we do and say becomes Our Culture over time. It could be the way we (for example):
We believe our 5 Values and Our Way of Simple, Happy and Together will help create a unique
organizational culture that everyone can be proud of, and a great place to do great work.
• Engage with our colleagues and community of buyers and sellers
• Solve problems individually or as a team
• Create new ideas and solutions
• Reward and recognize one another

8. OUR VALUES:
INTRODUCTION
We are a values-driven organization.
Our 5 Values reflect shared principles
and beliefs on the way we conduct
our business. Our Values also shape
our attitude, and guide our thinking,
everyday behaviors and decisions.
It explains why we do things in a certain
way in the organization.

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WE SERVE
WE ADAPT
WE RUN
WE COMMIT
WE STAY HUMBLE
• Customers are always right
• Exceed customer expectations,
deliver above and beyond
• Anticipate changes and plan ahead
• Accept unanticipated changes and
make things happen
• Self-driven to deliver, don’t need
anyone to push
• Always have a sense of urgency
to get things done
• Be reliable, do what we say we will do
• Uphold high standards; don’t take shortcuts,
even when no one is watching
• Act like an owner; proactively find ways
to make our organization better
• Believe we are always the underdog, and seek
to learn from the market and competitors
• Accept that we are not perfect, and will
never be
• Work hard first, celebrate and enjoy later

10. OUR VALUES:
COMPONENTS
Every Value consists of 3 components which
aim to guide us in understanding the Value.
Together, the components provide us with
greater clarity on what each Value means,
and what is expected of us for our
behaviors to reflect the Values.

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INTENTION
STATEMENTS
Describes how a Value has been defined
to provide a common understanding of
its intention.
NEGATIVE
BEHAVIORS
Describes behaviors that are not acceptable
as they do not support the development of
our organizational culture.
DEMONSTRATION
OF VALUE
Describes behaviors that are expected of every
employee as we go about accomplishing our
work, interacting with one another, as well as
how we engage our customers and partners.
These behaviors support the development
of our organizational culture to build a great
place where we can do great work.

12. Negative Behaviors
Intention
Customers are always right
Exceed customer expectations, deliver above and beyond
Be robotic when serving customers
Appear defensive when receiving negative feedback from customers
Not putting ourselves in customers’ shoes
WE SERVE.

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Basic
Demonstration of Value
Good
Outstanding
• Listen and empathize from customer’s point of view,
even if you do not agree
• Make a genuine effort to help the customer
• Take ownership in identifying issues and solutions
• Think ahead of what the customer needs
• Help on issues within and beyond your scope
• Exceed what was thought possible to meet customer needs
• Go the extra mile to create long-term value for customers

14. Anticipate changes and plan ahead
Accept unanticipated changes and make things happen
Resist changes
Not considering potential risks and changes when planning
WE ADAPT.
Negative Behaviors
Intention

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Basic
Demonstration of Value
Good
Outstanding
• Respond positively with flexibility when faced with changes
and ambiguity
• Plan ahead for potential changes that might happen
• Influence others to embrace change
• Treat every change as an opportunity to improve and win
• Push past limits when faced with new situations or responsibilities
outside of comfort zone
• Create and drive change to bring breakthroughs despite challenges

16. Self-driven to deliver, don’t need anyone to push
Always have a sense of urgency to get things done
Be lazy
Act slowly
Spend time unproductively
Not taking quick action to move things forward
WE RUN.
Negative Behaviors
Intention

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Basic
Demonstration of Value
Good
Outstanding
• Don’t wait till later if you can do it now
• Set priorities and move fast to deliver on work
• Continuously seek better and faster ways to achieve results
• Work ahead of schedule and find ways to exceed expectations
• Achieve within a short time on what seems impossible
• Constantly challenge yourself and the people around you
to push the boundaries of what is possible

18. Negative Behaviors
Intention
Be reliable, do what we say we will do
Uphold high standards; don’t take shortcuts, even when no one is watching
Act like an owner; proactively find ways to make our organization better
Not delivering on what was committed
Just doing the bare minimum
Put personal interest ahead of the organization’s interests
WE COMMIT.

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Basic
Demonstration of Value
Good
Outstanding
• Deliver what was committed on time
• Take ownership of what needs to be done at all times
• Commit as a team once decisions are made, setting aside
personal views
• Deliver high quality work even when faced with challenges
• Identify issues and seek to resolve them to achieve the best
possible results
• Stay loyal to the organization and act as a proud brand advocate
• Always over deliver on what’s committed
• Proactively identify ways to make the organization better and
make it happen
• Make personal sacrifices for the good of the organization

20. Believe we are always the underdog, and seek to learn from the market and competitors
Accept that we are not perfect, and will never be
Work hard first, celebrate and enjoy later
Feel entitled
Enjoy before hard work
Not open to feedback
Satisfied with past accomplishments and not put in more effort
WE STAY HUMBLE.
Negative Behaviors
Intention

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Basic
Demonstration of Value
Good
Outstanding
• Down to earth and open minded
• Always be willing to learn, listen and work hard to improve
• When mistakes occur, admit and learn from it
• Proactively seek to learn from different perspectives,
including peers and competitors
• Build a habit of consistently working hard
• Put ego aside, celebrate success by giving credit to others
• Be the first to bear hardships and the last to enjoy

22. OUR WAY
Our organization has grown by leaps and bounds over
the years and has seen many changes along the way,
but the core part of our identity has not changed.
We believe being Simple, Happy and Together as
Our Way of doing things, will continue to foster an
exciting work environment where people can develop
professionally, build closer bonds with one another,
and unite together to innovate.
Our Way defines how we do things, fulfilling our
responsibilities as individuals and as a team.
How we do things and how we say it, thus becomes
equally important as what we do and say.

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SIMPLE
We believe in simplicity and integrity, ensuring a life that’s
honest, down to earth and true to self.
HAPPY
We are friendly, fun-loving and bursting with heaps of energy,
spreading joy with everyone we meet.
TOGETHER
We enjoy spending quality time together while shopping online
with friends and family - doing the things we love as a big unit.

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NOTES

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26. NOTES
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