Head of Support Functions

1 month ago

القاهرة, Egypt talabat Full time

**Company Description**
As the region’s leading local tech organization, we’re 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 q-commerce, sustainable packaging, cloud kitchens, autonomous delivery vehicles, robots, and drones.
We deliver across 9 countries with more than 4,500+ employees Our food delivery business works with over 27,000 brands and almost 50,000 branches.
Our q-commerce 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 world’s leading local delivery platform operating in 70+ countries worldwide
**Job Description** Role Summary**:
Leading all the Shared Services Centre Supporting Functions (Operational Training, Quality
Assurance & Workforce Management). Helping the Operations function in achieving all targeted qualitative & quantitative KPIs.

What’s On Your Plate?

**Operational Training**:

- Supervise the Operational training function activities and ensure the achievement of targeted deliverables & OKRs.
- Challenge the existing scope of work and ensure the delivered curriculum is a state of art and the best product for talabat’s new hires to be onboarded properly for success.
- Review the new hires' training & onboarding journey and make sure the SSC’s new hires have the perfect onboarding that would build a successful long-term performer.
- Ensure talabat’s Operations Training team is following the best approach in communicating the knowledge change that leads to and secures the highest readership and adoption of new updates.
- Set an efficient process for the operational training team to manage the outsourcing & BPOs

training functions, ensuring all the required training is done perfectly on time within the
targeted effectiveness.
- Lead the function to have the best-in-class knowledge base solution.
- Ensure the operational training function is equipped with a strong long-term training &
development agenda for all the SSC’s roles & levels to ensure covering all competencies gaps. As well as, to ensure there is a ready on the bench leaders for future expansion and targeted promotions.

**Quality Assurance**:

- Review the scope of the Quality Assurance department, review their business-as-usual tasks, and ensure each position within the organization is efficiently delivering added value.
- Review the in-use quality assurance scorecards and ensure they are in line with the targeted experience.
- Make sure the Quality Assurance team members are performing their tasks as efficient

consultants, rather than just auditors.
- Ensure there is a strong link between the Quality Assurance, Operational training & the

Operations team. That would lead to delivering an efficient added value to the operations
team and help them achieve their targets.
- Supervise the Quality Assurance department’s approach to managing the experience files.

Ensure the best insightful outcome is delivered to the Operations teams to guide them
through the most efficient enhancement actions to boost vendors' and customers’
experience.

**Workforce Management**:

- Supervise the Workforce management activities and ensure they are delivering up to the

targeted deliverables.
- Ensure the Workforce management team has the best and the most efficient planning &
forecasting tools and approaches.
- Supervises and designs the process of the Workforce management scheduling across the in-house and the outsourcing BPOs.
- Leads the Workforce management communication with the BPOs and resolves any arising conflicts.
- Design an efficient Real-Time Management process for the RTM team that ensures proper control of all the managed sites and guarantees the achievement of the speed KPIs.
- Design an effective Real-Time Process of collecting feedback and samples in case of any

abnormalities or spikes in queues within a mínimal turnaround time. This would help the
Outsourcing & the Operations teams in taking the required actions to save the business.

**General Activities**:

- Set the Support functions Objectives & Key Responsibilities, in line with the overall business ABCs.
- Lead the managed functions towards achieving all the assigned Objectives & Key

Responsibilities.
- Ensures the supporting functions are going the extra mile and delivering real added value to the business, utilizing their available resources, skills, and data.
- Design the perfect wasteless process for the managed functions with the contracted BPOs. Ensures the BPO's peer functions are well controlled and managed according to the set contracts & the targeted ach

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