Sr. Specialist Process Improvement - SSC

Company Description

talabat is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Job Description

ROLE SUMMARY

Review day to day running procedures and processes currently in use.

WHAT’S ON YOUR PLATE?

• Relate current processes to targeted achievements and OKRs.

• Define waste & conflict opportunities within current workflows.

• Perform required process improvement changes on current workflows considering the avoidance of redundant efforts or waste.

• Redefine SSC’s workflows and procedures reflecting efficiency & effectiveness.

• Analyze the interdepartmental workstreams and review areas of conflicts or redundancy, redefine the smooth and wasteless workflow that ensures easy and clear flow and interaction between Operations & Supporting functions, that would lead to help the Operations teams achieve all their assigned OKRs & KPIs.

• Document all internal & interdepartmental workflows and create required process manuals that are considered the main reference and guide for all procedure and processes within the SSC’s functions and sub departments.

• Define the roadmap for each position within the SSC’s departments, confirming the optimum steps and flows of how to perform the job according to the set job description and defined operational targets.

• The roadmap should ensure the highest level of professionalism & efficiency within talabat’s guiding values.

• Conduct interviews with employees to confirm the existence and implementation of defined and settled roadmaps by line managers.

• Audit workflows and operations followed procedure internally and interdepartmental, ensuring compliance to all agreed and signed off process manuals and standard procedure.

• Report on individuals and departments compliance to defined process manuals and standard procedure.

• Conduct one to one & group coaching sessions to individuals & groups with spotted noncompliance to standard procedure. Tracking effectiveness of delivered coaching through reporting on compliance.

• Present generated periodic reports to line managers, functions managers & SSC leadership.

Qualifications

WHAT DID WE ORDER?

• Extensive awareness & understanding of contact centre operations & supporting functions roles and scopes.

• Quality control mindset with experience in waste & redundancy avoidance.

• Service excellence & outstanding experience focused mentality.

• A problem solver with a direct clear dedication to achieve targets. Making things happen.

• Innovative mindset can think of alternative non-traditional approaches in finding smooth flows for workstreams.

• Perfect communication skills, with advanced presentation and business writing skills