Sr. Analyst Logistics Operations

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

We are looking for Senior Analyst for our Logistics Operations to join our team and be part of our growth. If you're excellent in people management, strive for process excellence, and who is hungry for a new adventure, a multinational workplace is waiting for you!
As the Senior Analyst, you will be directly reporting to the Manager, Logistics Operations, and may act as such in her/his absence. You will be leading a team to resolve communication gaps, perform reports, audits, work-force training, policies and procedures, and execute special projects from time-to-time.

What’s On Your Plate?

• Support the operations manager with conducting root-cause analysis to decrease fail rate, develop and adhere to policy and procedures, and act as a project manager for executing special projects (such as new feature testings and roll-outs, development of work standards, quality control and assurance audits, ..etc).

• Monitoring and supervising productivity of the team, work standards and service levels through weekly, monthly, quarterly performance reviews and other initiatives. 

• Responsible for resolution of Incident Management Cases, Customer Complaints, Vendor Complaints and other complaints (internally/externally) raised via different communication channels.

• Ensure conflict resolution of Rider Escalation Issues related to various reasons, and resolving them with the relevant stakeholders within SLA Resolution timelines.

• Lead a team, and develop a set of KPIs to monitor their productivity.

• Monitor, Control and Improve Country Fail Rate directly linked to order level customer-rider related reasons.

• Resolve Cash Collection Issues with relevant stakeholders (Internal/External).

• Own complete cycle of communication channels with Logistics Function directly linked to Rider Issues.

• Conduct audits and site visits to resolve the issues raised through complaints received.

• Challenge the status quo and provide recommendations and action plans for improvement to drive project rollouts.

• Monitor, Control and Improve Customer/Vendor Contact KPI related to Rider Reasons.

• Support other stakeholders when required or as requested from Line Manager.

Qualifications

What Did We Order?

• Bachelor's Degree in Business, Logistics, Operations studies.

• 3-5 years of experience in the last-mile industry, and 2+ years in customer service.

• Proficient in Google Suite tools like GDoc, GSheet, GSlides, GForms etc or related tools.

• Excellent in communication skills, and well versed in both written and verbal. 

• English and Arabic is a must. Urdu is a plus. 

• People management, and people development skills: Experience in managing a large group of people.