Associate Project 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.

Who are we?
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
As Operations Excellence project manager your goal is to continuously improve
business processes and promote business effectiveness and efficiency through
new process design and/or process reengineering with a mindset that foster
technology, flexibility and simplicity
You will be responsible for leading change and ensuring high standards
execution for improvement projects, as well as identifying Key Success
Indicators (KSI), goals, objectives, and coordinating with internal SSC teams
Moreover, it is essential to encourage the workforce to strive and keep the
focus on reaching their goals while implementing processes, procedures,
policies and regulations.
Being a member of the operations excellence team you will play an important
role in helping to foster a culture of agile & sustainable change through the
creation and embedding of LEAN & Six Sigma methodologies, with other
supporting frameworks, to deliver business transformation.
What's on Your Plate?
* Accountable for designing, re-engineering and changes in business process, procedures, policies with SSC operational/business owners to improve quality of service provided to Talabat customers, and vendors, throughout all touchpoints.
* 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.
* Identify and lead the transformation of the Shared Service Centre from the focus on conventional-issue detection and containment to focused on pre-emptive prevention.
* Guarantee or develop the necessary worksheets/systems to measure and evaluate performance, identify trends and reduce variability/defects in critical business processes.
* Gather, mine & analyze data to identify process inefficiencies, wastes and improvements opportunities (Use Lean Six Sigma or alike process improvement and problem-solving tools)
* Gather requirements and drive process change using staff interviews, document analysis, workshops, surveys, site visits, SOP and workflow analysis
* Support ongoing improvement efforts to meet and exceed customer requirements in a fast-paced environment.
* Problem-solving issues that arise in day to day running of automated processes and providing timely responses and solutions as required.
* 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
* Complete post-implementation reviews to ensure successful delivery has been achieved and to ensure that improvements can be made for future projects
* Assist in the development and implementation of a 'best-in-class' continuous improvement strategy
* He/she will be contributing with internal and external resources to establish sustainable learning on Kaizen, Hoshin Kanri, Simplifications and Continuous improvement.
What Did We Order?
* Accredited Lean Six Sigma Green Belt is a PLUS
* ‎2-‎3 years of overall experience in proven Continuous Improvement analytical experience from a similar role /Business Excellence under BPO / Project management and business analysis
* Ability to set up, facilitate and lead service improvement/'Workout' sessions with a range of business stakeholders (incl. Experience of process/value stream mapping)
* Result oriented with the ability to drive a cross-functional team towards the desired outcome.
* Completer-finisher who takes accountability for ideas from inception to delivery, in an environment that requires robust metrics to confirm the success
* Creative, problem solving with a proactive mindset
* Focuses on Customer with a thirst to improve the way Talabat serves the Customer
* Own his/her development plan with a strong desire for continuous learning and self-improving
* Flexible and adaptable who performs well in challenging fast-paced environment
* Proficient in the use of Microsoft Office, including Project, Visio, Word, Excel, Outlook, and PowerPoint
* Strong analytical, project and product management skills, including a thorough understanding of how to interpret business needs and translate them into operational requirements
* Excellent verbal and written communication skills and the ability to interact professionally with a
diverse group of partners, senior managers, and subject matter experts as well
as a strong ability to influence
* Experience in call center environment is a plus