Head of Support Functions

Company Description

Since launching in Kuwait in 2004, talabat, the leading on-demand food and Q-commerce app for everyday deliveries, has been offering convenience and reliability to its customers. talabat’s local roots run deep, offering a real understanding of the needs of the communities we serve in eight countries across the region. 

We harness innovative technology and knowledge to simplify everyday life for our customers, optimize operations for our restaurants and local shops, and provide our riders with reliable earning opportunities daily. 

At talabat, we foster an innovative environment where our talabaty employees can strive to create a positive impact across the region through the use of our platform.

Job Description

Role Summary:

Leading all the Shared Services Centre Supporting Functions (Operational Training, Quality Assurance & Management Information System). 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.

Management Information System:

•  Supervise the Reporting activities and ensure they are delivering up to the targeted deliverables.
• Ensure the MIS team has the best and the most efficient planning tools and approaches.
• Supervises and designs the process of the MIS across the in-house and the outsourcing BPOs.
• Leads the MIS communication with the BPOs and resolves any arising conflicts.
• Design an efficient Reporting process for the MIS team that guarantees the achievement of the KPIs.

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 achievements.
• Work as the main and the Single Point of Contact with the Head of Operations & the Sr. Director of SSC Operations. Presenting the managed functions and taking responsibility for the strategic objectives and deliverables.
• Defines the strategy of the managed functions to achieve the business's widely targeted objectives.
• Manage the performance of the supporting functions managers, set their targets, and perform their periodic performance reviews.
• Work hand in hand with the Sr. Director of the Operations on the regional & global initiatives or rollouts in relation to any of the managed supporting functions.

Qualifications

What Did We Order?

• University graduate.
• Fluency in English, written and spoken.
• Minimum 8 years of mass-size diverse lines of business operational management.
• Proven experience in managing Supporting Functions directly or indirectly.
• Extensive awareness & understanding of supporting functions roles and scopes.
• Experience in management tech business vendors & customer operations.
• A problem solver with a direct clear dedication to achieve targets. Making things happen.
• An innovative mindset can think of alternative nontraditional approaches in elevating the managed functions' deliverables, with a strategic visionary approach.
• Perfect communication skills, with advanced presentation and business writing skills.
• A people person knows how to lead a mass-size team while reducing attrition and maximizing the managed team’s loyalty and satisfaction.