Project Manager
5 days ago
Role Summary:
The Project Manager manages the business process of the Vendors to regulate it and make sure it is being
complied with efficiently and effectively
What’s On Your Plate?
- Act as first and single POC for BPO vendors regarding operational and performance-related day-to-day matters.
- Observe and overlook outsourced business partners’ daily performance, question and challenge
KPIs performance vs targets.
- Report outsourced business performance results, challenges, initiatives, and areas of improvement
to internal operations and SSC management periodically and as required.
- Review presented performance reports from BPO vendors, track improvement, and take
responsibility for achieving BPO vendors to their performance targets.
- Pay regular daily and weekly visits to BPO vendors at their locations, meet with their operations
and supporting functions management, as well as, meet with level 1 staff there to get needed
insights and to drive performance to meet required targets.
- Escalate immediately and proactively to Talabat SSC Management, any observed and expected
deviation from settled process & guidelines, or targeted KPIs.
- Ensure compliance of Talabat SSC departments to BPO’s settled framework to ensure supporting
BPO vendors to achieve desired performance results.
What Did We Order?
- Applicable for S4 and IC2 levels only.
- Strong experience in Customer Operations Management with a proven record of successful people
& KPIs performance achievements and turnaround - 4 years of experience in Operations.
- Six Sigma Certificate - Yellow Belt is a must
- Strong understanding of the Quality Assurance process.
- Strong understanding of WFM structure and process.
- Objective mindset; can read numbers clearly and have experience in converting numbers in hands into areas of improvement and needed actions to fix.
- Detail-oriented mindset with an eagle eye that can spot issues in a blink.
- Proactive and flexible to move in locations, travel and work on shifts as business requires.
- People coach with outstanding communication & presentation skills.
- Strong MS Excel knowledge.
- Fluent command of English language.
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