Current jobs related to Performance Lead, Rider Services - Kuala Lumpur - Delivery Hero

  • Lead, Rider Performance Marketing

    1 week ago

    Kuala Lumpur, Malaysia foodpanda Full time

    **Company Description** foodpanda 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 over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is...

  • Service Executive, Rider Service

    5 days ago

    Kuala Lumpur, Malaysia foodpanda Full time

    **Company Description** “To be the most loved everyday food and groceries destination!” - that’s our mission at foodpanda (small ‘f’). foodpanda is the largest food and grocery delivery platform in Asia, outside of China. Operating in more than 400 cities across 11 markets, we continue to expand and grow in our core food delivery business, as well...

  • Service Executive, Rider Service

    1 week ago

    Kuala Lumpur, Malaysia foodpanda Full time

    **Company Description** **Job Description** ROLE POSITIONING AND OBJECTIVES** To possess strong knowledge of the process and has the ability to influence the riders perception of our brand. Someone who has good communication and analytical thinking skills to establish a positive image of our business to the riders, customers and the vendors. You should not...

  • Service Executive, Rider Service

    1 week ago

    Kuala Lumpur, Malaysia Delivery Hero Full time

    About the opportunity **ROLE POSITIONING AND OBJECTIVES** To possess strong knowledge of the process and has the ability to influence the riders perception of our brand. Someone who has good communication and analytical thinking skills to establish a positive image of our business to the riders, customers and the vendors. You should not just be able to...

  • Shopee Customer Service

    1 week ago

    Kuala Lumpur, Malaysia Tribe Business Services Sdn Bhd Full time

    **Job Title**: Rider Acquisition Executive (Shopee Project) **Department**: Operations / Business Development **Location**: Publika Solaris **Employment Type**: Full-time / Contract **Job Summary**: The Rider Acquisition Executive is responsible for sourcing, engaging, and onboarding new delivery riders for Shopee’s logistics network. This role focuses...

  • Rider Recruitment Associate

    2 weeks ago

    Kuala Lumpur, Malaysia Foodpanda Full time

    At foodpanda, our mission is to create amazing food delivery experiences. What makes us special It's the way we combine food and tech. Our local teams work closely together with our central teams (HQ) that are on the forefront of innovation and in finding smart ways of using data. In this role, you will be at the heart of foodpanda's business operations. We...

  • Technical Specialist

    2 weeks ago

    Kuala Lumpur, Malaysia Lifework HR Services Sdn Bhd Full time

    **Responsibilities**: - Conduct inspection of product as per the provided checklist. - Identify inspection findings accurately. - Record transactions clearly. - Negotiation and managing customer’s expectations. **Qualifications**: - Own a motorcycle. - High school diploma or equivalent. - Valid driver's license (B2 or B). - Integrity and strong time...

  • Senior Coordinator, Rider Experience

    3 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia foodpanda Full time 7,200 - 14,400 per year

    Company Description foodpanda 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 over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of...

  • Senior Coordinator, Rider Experience

    3 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Delivery Hero Full time 60,000 - 120,000 per year

    Company Descriptionfoodpanda 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 over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of...

  • Senior Coordinator, Rider Experience

    3 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia foodpanda Full time 28,000 - 42,000 per year

    foodpanda 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 over 70+ 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...

Performance Lead, Rider Services

2 weeks ago

Kuala Lumpur, Malaysia Delivery Hero Full time

About the opportunity
- Function as the BPO and country owner for the ones that they have been assigned to.
- The bridge between the Central Ops X BPO X Local Ops.
- To ensure the overall performance and operations are running smoothly in the BPOs.
- To ensure the headcount in BPOs are intact and all hiring/replacements are happening on a timely manner.
- Must be able to possess a deep understanding of the country's local context which will have an impact on the business and operations.
- Able to come up with new plans and suggestions in terms of the process to improve the overall performance and experiences of the Rider Services operations.
- Responsible to assemble and report various data which are important to improve the operations of the Rider Service team.
- Collaborate and work with the relevant teams to come up with new tools, or processes to improve the chats I/O, quality performance or rider experience.
- Be prepared with backup/recovery plans for the BPOs in cases of emergencies.
- Continuous engagement with the Local Operations to get their inputs, feedback, and suggestions.
- Constant engagament with the BPOs to discuss on their performance, improvement plan.
- Must closely monitor the order growth in the countries and decide if we need any amendments in the rewarded headcount and scheduling.
- Managing a team of Team Leads, QAs, Trainers, Agents, and Real Time Analysts in the BPO.
- Provides help to the management, including hiring and training.
- Must be able to effectively keep the higher management updated with the team performance/feedback/action plan.
- Conduct sanity checks on special verticals and SOPs on a time-to-time basis.

What you need to be successful
- Good problem-solving skills.
- Able to think creatively to improve the overall performance.
- Must be willing to go the extra miles.
- You need to be a decision-maker. You need to have your facts/data right and take decisions and must be able to make the hard choices (definitely after discussing with the management).
- Need to be a good team-player.
- Area of Focus:

- Chat Performance (SLA / AHT / Incident Rates).
- Quality Performance.
- Agent Banding.
- RSAT (by countries/team/agents).
- SOPs and processes.
- Management level (Hiring/Recruitment/Training/Attrition).

Who we are