Manager Partner Care

**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**

The Partner Care Manager is responsible for managing the relationship between talabat and its network of partner vendors, ensuring a seamless and positive experience for all partners. This role oversees the operations, premises, and financial aspects of the partner program, aligning with talabat's standards and objectives to drive profitability, productivity, and efficiency.

Manager Partner Care is responsible for operational delivery, key responsibilities, and accountabilities. They will also be responsible for the day-to-day activities of one or more units of operations. Strategic planning and execution will also be essential to enhance profitability, productivity, and efficiency throughout the company.

**What’s On Your Plate?**
- Oversees the daily operation of partner care and its various components, ensuring SOW compliance and KPI goals. Including VSAT, ESAT, and KSAT.
- Prepares/reviews financial and/or operational analysis and reports on a daily/weekly/monthly basis.
- Spends time on the floor to audit current procedures to monitor and improve the efficiency of operations.
- Manages and develops a team of Supervisors in line with organizational management processes with a focus on developing highly motivated Partner Care. Implements processes to ensure that teams can manage their operations intra-day, by day, week, and month to prioritize their actions for the day.
- Participate in monthly and quarterly Operational meetings.
- Investigate and introduce process improvement measures and either sign-off actions or raise them to a higher level if appropriate.
- Participates in the development and implementation of unit policies and procedures.
- Participates in stakeholders' meetings as required.
- Develops or assists with the development and implementation of policies and procedures consistent with those of the organization.
- Ensures all Talabat policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Talabat Management immediately.
- Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned

**What Did We Order?**
- 3-5 years of experience in operations or contact center management
- Excellent command of the English language, both verbal and written
- Experience managing and optimizing different communication channels, including voice and non-voice interactions
- Demonstrated analytical and problem-solving skills to make data-driven decisions
- Financial awareness and understanding of operational budgeting and cost management
- Six Sigma Black Belt certification is plus
- Flexible and adaptable to travel requirements and varying work schedules
- Strong leadership skills with the ability to effectively manage and motivate teams
- Excellent interpersonal and communication skills to collaborate with cross-functional teams