Manager Rider Quality & Compliance

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 around 65 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

We are seeking a dynamic and experienced individual to join our team as a Rider Quality & Compliance Logistics Manager. In this role, you will be responsible for overseeing and optimizing the quality and compliance aspects of our rider operations, and ensuring smooth flow and on-ground day to day operations of On-Road Quality Control Patrollers (t-patrollers). 

The ideal candidate will have a strong background in logistics, a keen eye for compliance, and a passion for ensuring a seamless and compliant rider experience through a data driven approach.

What’s On Your Plate?

Quality Management:

• Develop and implement quality management processes to ensure the highest standards of service and efficiency in rider logistics.
• Conduct regular audits and assessments to identify areas for improvement and ensure adherence to quality standards.

Compliance Oversight:

• Drive the Rider Appearance and Behaviour compliance across the market. 
• Ensure the riders are delivering the best in class customer experience through data monitoring.
• Develop and maintain a comprehensive compliance matrix for the riders to ensure the regional requirements are being met. 
• Stay informed about local, and regional changes and regulations affecting rider logistics.
• Ensure riders and logistics operations comply with relevant laws, regulations, and industry standards.

Performance Monitoring & Improvement:

• Follow up on key performance indicators (KPIs) for rider Quality logistics scores (RQS) and compliance.
• Regularly assess and analyze performance data to identify trends, areas for improvement, and implement corrective actions / Update compliance matrix when needed.
• Drive the Rider Quality OKR improvement across the market.
• Drive continuous improvement initiatives by identifying opportunities for efficiency and effectiveness in rider logistics.
• Implement best practices and stay abreast of industry trends to enhance the overall quality of rider operations.

Safety Measures:

• Implement and monitor safety measures to ensure the well-being of riders during their operations.
• Collaborate with relevant stakeholders to address safety concerns and implement preventative measures.

Documentation and Reporting:

• Maintain accurate and up-to-date records related to rider compliance and quality.
• Generate regular reports for management, highlighting key performance metrics and compliance status.

Training and Development:

• Collaborate with the training team to create materials that promote adherence to quality and compliance standards.
• Coordinate with the rider training team to design and deliver compliance training programs for riders, ensuring they are well-versed in safety regulations and operational compliance.

Communication and Collaboration:

• Foster strong communication channels with riders, local logistics teams, and regional logistics leadership.
• Collaborate with cross-functional teams, including operations, compliance, and product, to ensure seamless integration of quality and compliance processes.

Qualifications

What Did We Order?

• Bachelor's degree in Logistics, Supply Chain Management, or a related field.
• Good communication skills in English and Arabic language.
• Confident user of Excel, Google documents, spreadsheets, and smartphone apps.
• Analytical thinker, who is able to find solutions that are practical and effective.
• Excellent leadership skills: Experience with managing a bigger group of people.
• Proven experience in logistics and compliance management, preferably in the transportation or delivery industry.
• Ability to work under pressure, handle stress, and handle many people with different personality types, diverse levels of education and abilities.
• Good understanding of local areas and the street system and road network (must have local Egypt experience) 
• Can-do attitude, problem solving skills and passion for the food industry.
• Knowledge of safety protocols and compliance standards.