Head of Operations Excellence - Jumia at Jumia

What's this job all about?

You will oversee process standardization, build reporting metrics, systems enablement and improving the overall efficiency of the warehousing, vendor and logistical business for Jumia Services. 

Main Responsibilities

Project Management Office:

1. Support the definition of E-commerce Business Cases (scope, goals, deliverables, costs, timescales, plans, dependencies, resource requirements and milestones)
2. Ensure pre-scope project plan is communicated to all project stakeholders together with their individual responsibilities.
3. Ensuring project plans are created and maintained, deliverables tracked against time and cost, and resource utilization is monitored
4. Co-coordinating quality activities to meet quality objectives. Managing project risks, issues and change control, communicating the impact to the project
5. Conducting or contributing to post implementation reviews and identifying any lessons learned.
6. Feeding carry-forward items back into the program plan

Business Intelligence:

1. Provide expertise in understanding and using Jumia Services data models and systems, and act as resource in the interpretation and use of data generated and utilized by users of BI Tools.
2. Create KPIs and implement simple systems for performance measurements and growth.
3. Design granular dashboard using advance excel techniques which identify bottleneck areas of the operational processes.
4. Use Order life analysis to monitor end-to-end warehouse/ logistics processes to improve operational efficiency.

Systems:

1. Provide system support and resolve issues for all tools used by various teams
2. Provide inputs to central development team on new features required by the business
3. Lead training and rollout of new systems or features for Jumia Services.
4. Drive new process initiative and Institutionalize tech changes required for better alignment / visibility of packages / Items

Queue Management:

1. Ensuring the timely scan at all the legs and updating in systems for movement as transferable unit. 
2. Monitor the queues closely to identify anomalies thus improving performance.
3. Oversee daily Reporting on Incidents/Change/Problem tickets and SLA status
4. Update the incident categorization matrix based on evolving business complexity.
5. Overall Point of Contact for End to End package/ item handling by Jumia Services

Process Control:

1. Responsible for any mismatch of packages and all exception handling for packages in transit and at different hubs)
2. Managing the loss compliance and write-off guidelines for packages stuck at different stages of packages/ item journey.
3. Training all the in-house/ out-house teams for any new / existing processes for smooth operations
4. Auditing SOPs vs on-ground processes and improving on deficiencies

​Service Request:

1. Develop and improve new and existing processes for resolving customer and vendor issues.
2. Resolve all escalated issues end-to-end across Jumia Services
3. Assign all non-compliance related issues to each defaulting department and ensure proper actions are taken.
4. Manage all emergency related logistics issues which could lead to non-satisfaction of the customer. E.g., Theft, Accidents, Confiscation of packages & weather obstruction.
5. Inform and liaise with In-house and 3rd Party teams to resolve discovered problems.
6. Analyze and document all customer / seller complaints to prevent future occurrences of past problems

​Required Skills & Qualifications

1. Minimum 8 years-total experience in sales, operations and/or vendor management, experience, preferably within distribution, transportation or customer contact operations is required
2. Demonstrated success in cross-functional, global project/program execution.
3. Process oriented, well-organized with a high level of attention to detail
4. Excellent communication and negotiation skills
5. Excellent analytical ability (with excellent proficiency in MS Excel); ability to leverage analytical work into action-oriented reporting and plans of action.
6. Strong attention to details

We Offer

1. A unique opportunity in implementing and executing new ideas for a thriving e-commerce business
2. The opportunity to work with professional and dynamic teams in and outside your local country
3. An unparalleled personal and professional growth as our longer-term objective is to train the next generation