Sr yst Logistics Operations - talabat

As the regions leading local tech organization were proud to say that we have been delivering for millions of people right across MENA for the past 18 years.
We were founded in Kuwait in 2004 and acquired by Delivery Hero (DHER) in 2015. This gives us a unique outlook local knowledge with global expertise. It also allows us to innovate create and bring new technologies for the betterment of the MENA region such as qcommerce sustainable packaging cloud kitchens autonomous delivery vehicles robots and drones.
We deliver across 9 countries with more than 4500 employees! Our food delivery business works with over 27000 brands and almost 50000 branches.
Our qcommerce concept talabat mart (121 Stores) now delivers groceries to customers in Bahrain Iraq Egypt Jordan Kuwait Oman Qatar and the UAE in 30 minutes or less!

talabat is part of the Delivery Hero Group the worlds leading local delivery platform operating in 70 countries worldwide

Role Summary

We are looking for Senior yst for our Logistics Operations to join our team and be part of our growth. If youre excellent in people management strive for process excellence and who is hungry for a new adventure a multinational workplace is waiting for you!

As the Senior yst you will be directly reporting to the Manager Logistics Operations and may act as such in her/his absence. You will be leading a team to resolve communication gaps perform reports audits workforce training policies and procedures and execute special projects from timetotime.

Whats On Your Plate

• Support the operations manager with conducting rootcause ysis to decrease fail rate develop and adhere to policy and procedures and act as a project manager for executing special projects (such as new feature testings and rollouts development of work standards quality control and urance audits ..etc).

• Monitoring and supervising productivity of the team work standards and service levels through weekly monthly quarterly performance reviews and other initiatives.

• Responsible for resolution of Incident Management Cases Customer Complaints Vendor Complaints and other complaints (internally/externally) raised via different communication channels.

• Ensure conflict resolution of Rider Escalation Issues related to various reasons and resolving them with the relevant stakeholders within SLA Resolution timelines.

• Lead a team and develop a set of KPIs to monitor their productivity.

• Monitor Control and Improve Country Fail Rate directly linked to order level customerrider related reasons.

• Resolve Cash Collection Issues with relevant stakeholders (Internal/External).

• Own complete cycle of communication channels with Logistics Function directly linked to Rider Issues.

• Conduct audits and site visits to resolve the issues raised through complaints received.

• Challenge the status quo and provide recommendations and action plans for improvement to drive project rollouts.

• Monitor Control and Improve Customer/Vendor Contact KPI related to Rider Reasons.

• Support other stakeholders when required or as requested from Line Manager.

What Did We Order

• Bachelors Degree in Business Logistics Operations studies.

• 35 years of experience in the lastmile industry and 2 years in customer service.

• Proficient in Google Suite tools like GDoc GSheet GSlides GForms etc or related tools.

• Excellent in communication ss and well versed in both written and verbal.

• English and Arabic is a must. Urdu is a plus.

• People management and people development ss: Experience in managing a large group of people.