Director of Standard Procedure & Compliance

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

The Director of the Standard Procedure & Compliance is the Shared Service Centre's (SSC) leadership’s shadow, being the deputy lead of the structure. Primarily focused on co-piloting the SSC organization through acting as the expert consultant eye with the department’s lead. Leading his teams in eliminating the waste & maximizing the efficiency of the day-to-day work through standardizing a roadmap for each function & position within the organization. In addition to streamlining the proper interdepartmental workflow, to facilitate the achievement of the targeted OKRs. Parallelly, guiding her/his teams through leading the implementation of new initiatives or enhancements constructively, to ensure proper setup that aims to maximizing the business efficiency & outcome. On top, we aim through that position to get ready for any global operational & standard certification.

Waste Management

• Creating the team of subject matter expert consultants that can perform the required analysis of the department’s functions existing daily BAU processes & SOPs. And measuring the efficiency of each in place SOP.
• Guiding her/his consulting teams through the revision of each function’s KPIs management approach, challenge processing techniques and remove non useful actions/tasks. Define better techniques towards better achievements.
• Work closely with the Sr. Director of Operations on overlooking all SSC functions’ efforts in relation to common OKRs and remove redundant tasks. Decide the perfectly unified actions and ensures a streamlined production line approach and ensure the proper application through her/his team.

Creating Standard Procedures

• Leading her/his team on designing the standard procedure each position within the organization, should follow on the day-to-day business, to help driving the best achievement of desired operation & financial KPIs within minimal efforts & time.
• Work with her/his teams on redefine the interdepartmental workflow between functions and ensure all stakeholders can efficiently work together effectively. - Hand in hand with the SSC’s leadership, setting the standard procedure for each position in managing their subordinates’ KPIs.
• Defining the clear guide for KPIs tracking & reporting to subordinates. - In alignment with the Sr. Director of Operations, designing the standard reporting forms of departments’ KPIs & shared performance newsletters.

Documentation

• Lead her/his team on documenting every single operational procedure & creating a user friendly-but-efficient user manual, for each department & position.

Change Management & Implementation

• Leading the PMO function, ensuring the manage any new tool/product/initiative implementation effectively and ensures the proper setup & pilot to maximize the outcome. - Lead her/his PMO function to act as the single point of contact between the Shared Services Center & other stakeholders within the Delivery hero & talabat organizations, in relation to any new implementation or change.
• Leading the work with no SSC stakeholders on defining the ROI of any new implementation, the basic requirements to implement the change, and defining the best techniques to manage the suggested change within the highest efficiency.
• Leading the change & the implementation processes within the SSC’s functions & manage how her/his team coordinating the efforts of each function in a streamlined project plan to achieve the desired change within targeted timeframe.
• Guide her/his PMO team in structurally managing new Business Process Outsourcing sites launch & expansion of new lines of business.
• Orchestrating how the PMO team manages any new launches or implemented changes during the pilot, prior to delivering it in a BAU form to the operations & related supporting functions.

Compliance Management

• Creating a team of process auditors to audit the compliance to the standard procedures. - Leads the creation of the audit forms to measure personnel & functions compliance to standard procedures. We’re hiring Director of Standard Procedures & Compliance
• Define the compliance reporting forms for her/his teams, functions managers & department’s leadership.
• Conduct related audit procedure through conducting interviews, checking reports & documentation.
• Reporting to the Sr. Director of Operations on her/his team’s spotted no compliance gaps with a suggested set of actions to gain compliance.
• Defining a compliance metric OKRs & defining the thresholds for achievement. Setting the bars of compliance standards.

Standard Certification

• Work hands in hands with the Sr. Director of Operations on spotting and defining the set of standard global certifications that suits the department’s scope of work.
• Leads the Preparation of the required documentation & reporting for global certification procedures.
• Creates and influences the culture would be related to the desired global certification assessment.
• Prepares the global certification standard basic requirements, leads the data collection & guides the department’s enrolment process.
• Present the company as a POC within the global & regional certification processes & events. Acts as the main POC during the process.

Team Management

• Leads the creation of a hand-picked subject matter experts, could be named as consultants. That can be the desired transformation owners.
• Listens to her/his teams, motivate & reward them, guide them towards the proper implementation & fulfillment of the function’s tasks, and leads them objectively towards the achievement of the desired targets.
• Coaches the direct reporting team members constructively, spotting their areas of improvement and guiding them with the best-in class techniques, to help them grow and to maximize their effectiveness & efficiency.
• Works on setting a clear development plan for the direct reporting team and ensure the readiness of an on the bench team, ready to get promoted to leadership roles upon the business requirements.
• Ensures the satisfaction of the direct reporting team, working all the time on maximizing and enhancing their experience of working within talabat. 

Deputy Management

• Acts as a deputy in charge, ready to utilize previous operations experience in managing the SSC as a BAU all the time during the absence of the Sr. Director of the SSC Operations. 
• Acts as the Sr. Director of Operations eyes in spotting the areas of improvement. And the muscle on enforcing the desired enhancement.
• Discuss, challenge & align with the Sr. Director of Operations on the department’s strategies and focus areas and leads independently the application of those set strategies.
• Presents a regular reporting to the Sr. Director of Operations on her/his managed teams’ tasks

What Did We Order?

• Minimum 3 years in previous consultation roles with direct relation to customers & contact centre operations management. With proven successfully managed projects list.
• Proven experience in transforming operational teams’ performance.
• Experience in management tech business vendors & customers operations.
• Exposure to various regional markets operations.
• Previous exposure to logistics management.
• Strong command of Problem-Solving techniques usage. A target-oriented personality.
• A self-motivated personality, able to manage independently.
• 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 managed team’s loyalty and satisfaction.