Project Manager - Vendor Manager

When you think of food delivery in the MENA region, we'd be pretty surprised
if talabat didn't pop into your mind first! Since delivering our first order
in Kuwait in ‎2004, we've grown quite a lot over the past ‎17 years.
Today, we deliver hundreds of millions of food orders, grocery items and other
products per year, to our customers in nine countries throughout the region
with more than ‎3,000+ employees! Our food delivery business works with over
‎27,000 brands and almost ‎50,000 branches, while our q-commerce concept,
talabat mart, now delivers groceries to customers in Bahrain, Egypt, Jordan,
Kuwait, Oman Qatar, and the UAE in ‎30 minutes or less!
Our philosophy is to make sure we do what is right for our ecosystem - our
customers, our partners, our people, our riders, and the communities in which
we operate. Our #techforgood program allows our customers a safe and
convenient way to contribute to important causes in their community through
donating to local and international charities directly on talabat with a focus
on food insecurity in the region. Since its inception in ‎2020, we have
facilitated the donation of well over ‎1 million meals to those in need, as
well as donated over $‎1.5 million to charity with the help of our partners and
customers. talabat is part of Delivery Hero, the global leader in online food
delivery and q-commerce.
Role Summary
Project Manager manages the business process of the Vendors to regulate it and
make sure it is being complied efficiently and effectively
What's On Your Plate?
* Act as first and single POC for BPO vendors in regards to operational and performance related day to day matters.
* Observe and overlook outsourced business partners' daily performance, question and challenge KPIs performance vs targets.
* Report outsourced business performance results, challenges, initiatives and areas of improvement to internal operations and SSC management on a periodic basis and as required.
* Review presented performance reports from BPO vendors, track improvement and take responsibility for achieving BPO vendors to their performance targets.
* Pay regular daily and weekly visits to BPO vendors at their locations, meet with their operations and supporting functions management, as well as, meeting with level1 staff there to get needed insights and to drive performance to meet required targets.
* Escalate immediately and proactively to Talabat SSC Management, any observed and expected deviation from settled process & guidelines, or targeted KPIs.
* Ensure compliance of Talabat SSC departments to BPO's settled framework to ensure supporting BPO vendors to achieve desired performance results.
What Did We Order?
* Strong experience in Customer Operations Management with a proven record of successful people & KPIs performance achievements and turnaround - ‎2 years of experience in managing Customer Operations successfully.
* Strong understanding of Quality Assurance process.
* Strong understanding of WFM structure and process.
* Objective mindset; can read numbers clearly and got experience to convert numbers in hands into areas of improvement and needed actions to fix.
* Detail oriented mindset with an eagle eye that can spot issues in a blink.
* Proactive and flexible to move in locations, travel and work on shifts as business requires.
* People coach with outstanding communication & presentation skills.
* Strong MS Excel knowledge.
* Fluent command of English language.