Manager Process Design & Improvement

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.
Job Description Summary
You will drive the documentation, development, and streamlining of cross-
functional processes and systems enhancing speed and accuracy, improving
efficiency, effectiveness, service quality, and customer satisfaction, and
reduce operational costs within the dedicated function/department across the
MENA Region. You will play a crucial role in continuous process improvement
and standardization, identifying the root causes of the issues and driving
resolution while liaising between the business unit and other
functions/departments.
What's On Your Plate?
* Lead continuous process improvement of end-to-end processes
* Working closely with the program/project lead to achieve the deliverables of the workstreams
* Manage & Facilitate workshops between business and technical stakeholders, to map out current state and future state processes
* Apply Lean Six Sigma Methodology to assess current process gaps and quantify waste
* Identify key aspects of the process such as process levels & steps, tools/systems used, touchpoints, and owners
* Define the primary & secondary KPI/metric to identify gaps, opportunities, root causes, and wastes.
* Identify and Implement a success measurement and reporting mechanism to assess the process and conduct post-implementation analysis
* Develop and document standardized SOPs
* Create business cases illustrating the benefits/savings vs cost
* Signing off on the communication/training related to the proposed new process
What Did We Order?
* Bachelor's degree in business administration or engineering
* ‎5-‎7 years of experience in operations process improvement using analytical problem-solving methodologies such as Lean Six Sigma DMAIC with proven results
* Excellence in re-engineering processes from end-to-end and flexible to iterate and test the assumptions
* Awareness in applying different techniques to enhance customer journeys
* Black Lean Six Sigma certification is a must
* Proficiency in using Microsoft Visio or other related process mapping documentation platforms
* Excellent workshop facilitation
* Proficiency in using advanced Excel, and relevant data analysis software
* Analytical, problem-solving and time management skills
* Experience acting as a Process Champion and seeing initiatives from concept to business case and continue through till delivery