Supervisor Rider On Ground Ops
Delivery HeroJob Description
Company Description
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.
Role Summary
We are looking for a Supervisor Rider On Ground Ops for our Logistics Operations to join our team and be part of our growth. If you're a team leader who is hungry for a new adventure, a multinational workplace is waiting for you.
You will lead a team of coordinators who form the essence for our logistics operations for the allocated zones, and you'll work closely with line-manager and local cross-functional teams to achieve objective key-results, and ensure to deliver a seamless experience to our customers!
What's On Your Plate?
- Monitor, investigate, and act on Fleet Partner Rider fraud signals at the zone and individual level, ensuring timely detection, escalation, and resolution of fraudulent behaviours.
- Lead operational compliance oversight across allocated zones, ensuring Fleet Partner Riders adhere to platform policies, standard operating procedures, and regulatory requirements.
- Supervise and enforce anti-fraud controls during live operations, proactively identifying anomalies and coordinating swift corrective action.
- Lead and manage a team of Rider Coordinators, setting clear accountability frameworks around fraud detection targets and operational compliance adherence rates.
- Conduct regular on-ground site visit audits and spot checks across allocated zones to validate Fleet Partner Rider behaviour, verify operational compliance, and gather firsthand intelligence on emerging fraud patterns.
- Serve as the primary liaison between Fleet Partner Riders, vendors, and internal stakeholders on operational compliance-related matters, ensuring fair, transparent, and consistent enforcement.
- Own the end-to-end process for Fleet Partner Rider-level cancellation fraud — identifying patterns, building action plans, and tracking resolution outcomes.
- Produce weekly reporting to line management covering fraud trends, operational compliance KPIs, open investigations, and recommended corrective actions.
- Drive continuous improvement of fraud detection and operational compliance SOPs, contributing recommendations based on ground-level findings.
- Execute special operational compliance and fraud-related projects within agreed timelines and quality standards.
- Support wider operations and stakeholder requests as directed by line management.
What Did We Order?
- Bachelor's Degree
- 4-5 years of experience in food/grocery tech industry is highly preferred
- Proficient in Google Suite tools like GDoc, GSheet, GSlides, GForms etc
- Strong communication skills, both written and verbal. English and Arabic is a must. Urdu is a plus.
- Influencer and a negotiation with good public speaking and presentation skills
- People management skills: Experience of managing bigger group of people
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