Senior Manager Operations Excellence

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.
What's on your plate?
* Lead the transformation of the Shared Service Center from the focus on conventional-issue detection and containment to focused on preemptive prevention.
* Influence the quality of processes, SOPs, and Lean Six Sigma strategy to facilitate continuous process design consistent with established industry standards, government regulations and customer requirements.
* Drive rigorous metrics related to the Balanced Scorecard to evaluate performance and reduce variability/defects in critical business processes.
* Working closely with the business unit managers defining improvement plans and objectives that align with the corporate strategy.
* Provide a leadership role, must be capable of leading their organization on a continuous journey of sustained improvement.
* Support ongoing improvement efforts to meet and exceed customer requirements in a fast-paced environment.
* The hero will be configuring new automated processes and objects using core workflow principles that are efficient, well structured, maintainable, and easy to understand.
* Problem-solving issues that arise in day to day running of automated processes and providing timely responses and solutions as required.
* He/she will be working within project planning constraints, communicating any identified project risks and issues to the delivery/project manager accordingly and providing inputs to the change control process.
* Creating and documenting test procedures and scenarios for the pre-UAT phases
* Supporting the Operational Teams during the UAT and rollout phases
What did we order?
* Lean six sigma black belt is a MUST.
* Must have ‎5-‎7+ years of overall experience in Business Excellence under BPO or Shared Services industry, out of which at least three years in a leadership position.
* Experience in call center environment is a plus
* Experience in Business Transformation.
* Previous experience in Kaizen is preferable.
* Exceptional communication and coordination skills as well as a strong ability to influence