Specialist, Ops Performance

Job DescriptionAbout The Role:We are looking for highly motivated individuals with a good level of operational competency to manage performance monitoring & compliance of foodpanda's marketplace business. The individual must be able to multitask and be an advocate for both internal & external stakeholders while upholding a high degree of operational excellence and being able to drive improvements using data.This role will be based in Bangsar South and will report to the Senior Manager, Shops Performance in the QCommerce Department.Responsibilities:Performance Monitoring and Analysis:Continuously monitor key performance indicators (KPIs) related to operations, such as fail rate, offline rate, partial order rate, zombies etc.Analyze data and generate reports to identify trends, patterns, and areas for improvement.Provide insights and recommendations based on data analysis to optimize performance.Process Optimization:Collaborate with the Account Management team to identify inefficiencies in the processes and suggest improvements.Develop and implement process enhancements to streamline operations, reduce costs, and enhance the customer experience.Vendor Performance Management:Work closely with the Account Management & Operations team to monitor and improve vendor performance.Provide training and coaching to vendor teams as needed to enhance their efficiency and performance.Customer Feedback Analysis:Analyze customer feedback and ratings to identify areas of improvement in the delivery process.Implement strategies to address customer concerns and enhance overall satisfaction.Cross-functional Collaboration:Collaborate with various teams, including on-boarding, regional, content & logistics to ensure alignment on operational goals and strategies.Participate in cross-functional projects to drive improvements in the overall customer experience.Documentation and Reporting:Maintain detailed records of operational performance data and improvements.Generate regular reports for management to track progress and outcomes.QualificationsBachelor's degree in Business, Operations Management, or a related field (preferred).Proven experience in operations management, performance analysis, or a related role.Strong analytical and problem-solving skills.Excellent communication and interpersonal skills.Familiarity with data analysis tools and software.Ability to work independently and as part of a team.Knowledge of the grocery delivery industry and on-demand delivery apps is a plus.