Rider Supervisor

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?
* Improve rider quality - Appearance, hygiene and grooming
* Streamline the T-Patrollers roles and responsibilities
* Set targets and parameters to measure the t-patrollers performance
* Enhance customer satisfaction while providing rider support to ensure orders are delivered with great customer experience.
* Consistent with quality policy: interpret and support quality policies and implement guidelines to ensure compliance with quality standards.
* Goals to improve on time delivery while monitoring rider's movements and provide on-site support.
* Quality and audit to verify the compliance of the department - Visit periodically to verify rider's compliance and to audit t-patrollers.
* Guidance for development a quality system training - Provide suggestions to improve rider quality and support in training for non-compliant riders with ‎1 on ‎1 sessions.
* Supervising the team and setting their goals to achieve weekly, monthly targets.
* Establish priorities and ensure maximum usage of assigned resources.
* Develop monthly reports showing inspection and audit performance and improvements opportunities.
* Support country operation teams, sales, marketing and other departmental ad-hoc tasks
* Conduct meetings regularly with team leaders and t-patrollers to help consistency in teamwork.
* Develop new methods to resolve problems occurring during QA activities
* Evaluate and recommend alternatives to improve rider behaviors
* Engage with vendor to improve delivery timeline
* Support riders with road safety features, develop, train t-patrollers to guide riders about road safety
* Able to independently resolve most operations issues (t-patrollers issues, technical problems, complaints etc.) within set operations parameters.
* Develop standard operating procedures as required
* Identifies and develops strategies, performance indicators and project improvement opportunities.
What Did We Order?
* Must have ‎3 years working experience in delivery operations
* Flexibility with location
* Bachelor's Degree
* Ability to manage multiple tasks at the same time with cross-functional teams.
* Strong interpersonal and communication skills, including strong writing and speaking skills. English is a must, Arabic is a plus.
* Professional with Microsoft Office, Word, Excel, Power Point
* Familiar with Google Suite tools like GDoc, GSheet, GSlides, GForms etc.
* People management skills, experience of managing a large group of people, preferably drivers