Assistant Manager, Workforce Operations

Job description

Workforce operations role for Talabat's on-ground fulfillment teams in Bahrain.

Responsibilities:

- Own the end-to-end workforce management function for on-ground fulfillment teams

- Source, onboard, and manage relationships with local third-party manpower providers, including SLA definition, performance tracking, and penalty enforcement

- Partner with commercial teams to support new partner pitches and conduct regular performance reviews for existing partners

- Enable on-ground supervisors with the right system access, tools, and performance dashboards to effectively manage daily operations

- Manage the picker ecosystem, including system access, logins, and permissions across multiple platforms and portals

- Own workforce budgeting and monthly shopper cost tracking in alignment with the local P&L

- Ensure accurate demand forecasting and optimize shift planning and scheduling to meet service levels efficiently

- Implement, monitor, and enforce SOPs across onboarding, training, performance management, and offboarding processes

- Drive picker performance management across key metrics such as fill rate, efficiency, attendance, and order quality

- Track and enforce picker attendance and uniform compliance (where applicable)

- Investigate, manage, and resolve on-ground workforce issues and disputes raised by partners

- Identify and implement process improvements and automation opportunities to reduce manual effort and optimize operating costs

Requirements:

- Experience in Workforce management (in store or regional scope)

- 2-3 years experience in ecommerce, grocery or retail operations

- Experience in building internal & external partner relationships

- Clear communicator with functional teams (commercial, operations, data, logistics)

- Personable and empathic approach to ways of working

- Present complex data in a simple and compelling way to stakeholders; painting a picture of problem, scale/root cause of problem (data) and resolution

- Strong collaborator with the ability to build strong relationships with external partners

- Able to negotiate terms & navigate SLA that suit the overall business

- Confident in influencing external partners & ensuring that business is sustained with adequate manpower

Responsibilities

• Own the end-to-end workforce management function for on-ground fulfillment teams
• Source, onboard, and manage relationships with local third-party manpower providers, including SLA definition, performance tracking, and penalty enforcement
• Partner with commercial teams to support new partner pitches and conduct regular performance reviews for existing partners
• Enable on-ground supervisors with the right system access, tools, and performance dashboards to effectively manage daily operations
• Manage the picker ecosystem, including system access, logins, and permissions across multiple platforms and portals
• Own workforce budgeting and monthly shopper cost tracking in alignment with the local P&L
• Ensure accurate demand forecasting and optimize shift planning and scheduling to meet service levels efficiently
• Implement, monitor, and enforce SOPs across onboarding, training, performance management, and offboarding processes
• Drive picker performance management across key metrics such as fill rate, efficiency, attendance, and order quality
• Track and enforce picker attendance and uniform compliance (where applicable)
• Investigate, manage, and resolve on-ground workforce issues and disputes raised by partners
• Identify and implement process improvements and automation opportunities to reduce manual effort and optimize operating costs

Requirements

• Experience in Workforce management (in store or regional scope)
• 2-3 years experience in ecommerce, grocery or retail operations
• Experience in building internal & external partner relationships
• Clear communicator with functional teams (commercial, operations, data, logistics)
• Personable and empathic approach to ways of working
• Present complex data in a simple and compelling way to stakeholders; painting a picture of problem, scale/root cause of problem (data) and resolution
• Strong collaborator with the ability to build strong relationships with external partners
• Able to negotiate terms & navigate SLA that suit the overall business
• Confident in influencing external partners & ensuring that business is sustained with adequate manpower

Skills

• Demand forecasting
• Shift planning
• SLA management
• Workforce management