Sr. Manager Operations Excellence

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.

**Role Summary**:
As Operation Excellence Sr. Manager, you will be in charge of devising strategies to optimise the shared service centre procedures and ensuring efficiency and smooth workflow. He/She should conduct research and analysis to identify the strengths and weaknesses of operations, find areas needing enhancement, develop and execute improvement projects, set goals and objectives, and coordinate with internal teams.

Moreover, as a senior manager, it is essential to lead and encourage the workforce to reach goals while implementing its policies and regulations.

Our perfect operational excellence sr. manager needs to have proven experience leading a team with the main focus on process design, implementation and continuous improvement—the ability to deliver on critical deliverables geared towards prevention of issues and waste elimination.

**What’s on Your Plate?**
- Lead the transformation of the Shared Service Center from the focus on conventional-issue detection and containment to focused on preemptive prevention.
- Influence the quality of processes, SOPs, and Lean Six Sigma strategy to facilitate continuous process design consistent with established industry standards, government regulations and customer requirements.
- Drive rigorous metrics related to the Balanced Scorecard to evaluate performance and reduce variability/defects in critical business processes.
- Working closely with the business unit managers defining improvement plans and objectives that align with the corporate strategy
- Provide a leadership role, must be capable of leading their organisation on a continuous journey of sustained improvement.
- Support ongoing improvement efforts to meet and exceed customer requirements in a fast-paced environment.
- The hero will be configuring new automated processes and objects using core workflow principles that are efficient, well structured, maintainable and easy to understand.
- Problem-solving issues that arise in day to day running of automated processes and providing timely responses and solutions as required.
- Working within project planning constraints, communicating any identified project risks and issues to the delivery/project manager accordingly and providing inputs to the change control process.
- Creating and documenting test procedures and scenarios for the pre-UAT phases
- Supporting the Operational Teams during the UAT and rollout phases
- Develop and maintain annual value stream mapping efforts, CI plans, and calendars.
- Works with internal and external experts on process design to improve quality of service provided to talabat customers, and vendors, throughout all touchpoints.
- He/She will be working with internal and external resources to establish sustainable learning on Kaizen and process improvement.

**What Did We Order?**
- Lean six sigma black belt is a MUST.
- Must have 5-7+ years of overall experience in Business Excellence under BPO or Shared Services industry, out of which at least three years in a leadership position.
- Experience in call centre environment is a plus
- Experience in Business Transformation.
- Previous experience in Kaizen is preferable.
- Exceptional communication and coordination skills as well as a strong ability to influence
- Ability to think and drive strategic initiatives across a large span of operations
- Good written skills with the ability to document and explain business processes and automated solution designs.
- Ability to engage a cross-functional team towards the desired outcome.
- Strong change management skills including the practical implementation of Lean Principles.
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