About the opportunity
As a Senior Analyst – Rider Operations MENA, you will be the regional expert driving rider performance and compliance throughout the rider lifecycle and improving local operations management practices by developing guidelines and SOPs. You will be responsible for developing a strong data-driven understanding of our rider lifecycle, by implementing repeatable processes for monitoring and reporting it and by highlighting and driving the execution of improvement opportunities.
You will ensure the required reports and dashboards are developed by the BI team, you will perform ongoing and ad hoc analyses, derive insights and make recommendations, and ensure a performance and data driven culture amongst the country teams in the region. You’ll work on guidelines and SOPs that help the local logistics teams run more efficiently and effectively.
You’ll have the opportunity to work on a regional level across teams and countries, getting to know all that is going on in the organisation and challenging teams on how they assess and improve their performance. You will have a mentality of continuous improvement, standardization and strong analytical and interpersonal skills. You will enjoy working in a delivery focused, agile startup environment. You must have the maturity to work independently on a day-to-day basis and have the wisdom to know when to collaborate, delegate and/or escalate.
What’s On Your Plate?
As a Senior Analyst – Rider Operations MENA, you will influence decision-making and drive improvements across the region through quality and depth of analytical insights, procedures and recommendations for improvement. In particular, you will focus on the following:
● Performance Analysis and Advisory:
• Synthesise performance trends and insights, develop and test hypotheses
• Closely monitor the rider performance [RCR + Fraud] & compliance levels of each country and work closely with them to improve KPIs
• Identify opportunities for performance improvement regionally
● Analytical support for various initiatives and forums:
• Develop models, scenarios and recommendations
• Drive strategic analysis and provide recommendations for ad hoc requests, both from within the team and externally
• Help define the right KPIs, variables & targets for pilots/tests related to tech or operations and business cases
● Development of guidelines and SOPs for rider payroll management:
• Draft and implement SOPs related to payroll management to maintain accuracy and fast processing
● Technology implementation and roll out:
• Ensure the effective use and rollout of all Delivery Hero technology, tools and data models for rider operations management
• Guide and support each market on the use of technology to further improve their efficiency
• Provide data driven decisions on the product roadmap to further enhance efficiency and speed of our internal processes.
● Building a performance focused culture and ensure:
• Ensure adoption and utilization of regional KPI dashboards, processes and tools by the country teams, through needs analysis, demos / trainings, relationship building and change management
• Be a champion for knowledge/best practice sharing & standardization across country teams
• Work with teams throughout the lifecycle of programmes to ensure data-driven decision-making
• Making sure that a focus on outcomes and performance are integrated into everything we do.
What you need to be successful
What Did We Order?
- Minimum 2 years of working experience in operations management and performance
- Proficient in MS Excel, data analysis and SOP development.
- Basic experience in SQL and Tableau. Experience with Big Query and DataStudio.
- Excellent communicator who can influence without authority: you can make numbers speak, ensure full understanding of data and insight by stakeholders, and obtain buy-in on priorities and actions
- Results driven: you don’t stop at showing numbers or sharing the SOP, you don’t rest until your recommendations are heard, your guidelines are implemented, and action is taken
- Loves developing well-structured business cases and well-rounded proposals and recommendations
- Able to deal with ambiguity and solve it by developing hypotheses and testing them
- Able to deal with a high pace of change, and complex environments
- Extremely organized and process-driven, with high standards of quality
- Maturity to work independently on a day-to-day basis and have the wisdom to know when to collaborate, delegate and especially escalate
- Can manage a heavy workload effectively by setting priorities and managing expectations well
Who we are
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
What's in it for you
We believe in Experience First (for our external stakeholders and internal talabaties alike!), Make It Happen and Together We Grow. We value diversity, initiative taking and creating memorable experiences – and we’re poised for stellar growth!
